Voice Analytics - Basic Troubleshooting

Call Data Appears Inaccurate

Because of how analytics tracks data, call numbers can often get inflated or reduced from what a customer may expect.

Too Many Calls

When the number of calls that appear in analytics is too large, it is often due to a simultaneous ring team or call group having its calls tracked. A simple solution to this problem is to turn off internal call reporting:

1. Click Settings at the top of the page.
    
2. Under the Global tab, uncheck the box that says Include internal calls.
   
   
    
3. Click Update.
    

If internal calls need to be tracked, be aware that each team or call group set to simultaneous ring will add additional calls for each user it is distributing a call to.
 

 Missed Calls Inaccurate

Similar to the section Too Many Calls, a simultaneous ring hunt group will cause the missed calls to increase. Since every call into the hunt group will have additional X calls, where X is the number of users in the hunt group, there will be X - 1 missed calls generated for every answered call as only one agent in the call group will be able to answer it.

To fix this, either adjust the call flow to use a different ring pattern for the call group or turn off internal call reporting in analytics:

1. Click Settings at the top of the page.
    
2. Under the Global tab, uncheck the box that says Include internal calls.
   
   
    
3. Click Update.
    

Wrong Timestamps in Reports

Usually, this is due to the timezone being set incorrectly in the global Analytics setting. To adjust this:
 

1. Click Settings at the top of the page.
    
2. Under the Global tab, select the correct Time zone.
   
   
    
3. Click Update.
    

Exported Reports not being sent via email

If exported reports are not coming to your email inbox:
 

1. Verify the email address is being entered correctly.
    
2. Attempt to send the report to another email address.
    
3. Contact Nextiva Support for further troubleshooting.

Emailed Reports cannot be opened

The link redirects from HTTP to HTTPS so that the final download location is secure with HTTPS. This “insecure content” behavior seems only to occur in Chrome. To resolve this issue, go to the site settings within Chrome, and set Insecure Content to allow.

Emailed Call Logs cannot be opened

The browser may be blocking pop-ups and redirects. To resolve this issue on the Chrome browser, allow popups and redirects in the site settings.

Cannot Export Call Logs

There is a limit of approximately 100,000 records when exporting a call log report. To resolve this, reduce the timeframe of the report or exclude internal calls in the report:
 

1. Click Settings at the top of the page.
    
2. Under the Global tab, uncheck the box that says Include internal calls.
   
   
    
3. Click Update.
    

Call history does not immediately appear

The analytics tool can take up to 15 minutes after a call is complete to sync new call data. If after 15 minutes the data has not yet appeared in your call history, please contact Nextiva support. In your case, please include two or three examples of calls that are missing from the analytics call history. The preferred format for call examples is:

From: NXXXXXXXXXX

To: NXXXXXXXXXX

Date/Time: MM/DD/YYYY HH:MM [Time Zone]

Unusual phone number format in the To field

When looking at call logs or a call log report, you may see unusual values in the "To" field that look like they may be international numbers, for example, #03226417757547#0. This indicates a call that was pulled from one NextivaONE device to another. For example, the user started the call on their computer and then pulled the call to their mobile device.