My2Call Insight — Call Analytics & Reporting Platform
Call analytics platform that processes CDR (Call Detail Record) data from OpenScape 4000 and HiPath 4000 systems for real-time and historical analysis of enterprise telephone traffic. Central dashboard, location/department breakdowns, per-extension performance statistics, threshold-based alerting and Excel report exports give managers and operations teams single-screen visibility.
Specifications
- Tip / Type
- Çağrı analitiği ve raporlama yazılımı / Call analytics & reporting software
- Veri kaynağı / Data source
- CDR (Call Detail Record)
- Desteklenen platformlar / Supported platforms
- OpenScape 4000, HiPath 4000
- Analiz / Analysis
- Gerçek zamanlı + geçmişe dönük / Real-time + historical
- Kırılımlar / Breakdowns
- Lokasyon, departman, dahili / Location, department, extension
- Trendler / Trends
- Saatlik, günlük, haftalık, aylık / Hourly, daily, weekly, monthly
- Rapor çıktısı / Report export
- Excel
- Alarm / Alerting
- Eşik bazlı — yoğunluk, cevapsız oranı, anormal trafik / Threshold-based
- Erişim / Access
- Web tabanlı dashboard / Web-based dashboard
Key features
- Central dashboard: real-time view of enterprise-wide call volume; answered, unanswered and busy call analysis; average talk times and load indicators.
- Location and department analysis: per-hospital/branch/site performance measurement; department load and efficiency reports; call distribution and service quality indicators.
- Extension performance management: most-called extension analysis; per-user call statistics; inbound/outbound performance; talk time and reachability metrics.
- Call traffic analytics: hourly, daily, weekly and monthly trends; peak-hour detection; lost-call and service-level analysis; identification of operational bottlenecks.
- Queue abandonment report: abandoning callers, wait time before abandonment and recall tracking — shows whether a missed call was followed up.
- Advanced reporting: Excel report exports; filterable and customizable report screens; dedicated report sets for management and operations teams.
- Smart threshold and alarm mechanism: call-load thresholds; unanswered-call-rate alarms; detection of abnormal traffic behaviour; early notification of operational risks.
- CDR-based architecture — runs on the existing OpenScape 4000 / HiPath 4000 infrastructure without touching PBX operation.
- Promark: CDR data feed setup, platform integration, commissioning and technical support.
Typical applications
Hospital campus — answer rates for outpatient, appointment and switchboard lines with per-location service quality tracking.
Multi-site enterprise — comparing branch call performance on a single dashboard.
Switchboard/operator team — measuring queue abandonment, wait times and recall discipline.
Management reporting — sharing monthly call trends and service-level reports as Excel exports.
Operational improvement — shift and resource planning based on peak-hour detection.
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DetailsCall analytics platform that processes CDR (Call Detail Record) data from OpenScape 4000 and HiPath 4000 systems for real-time and historical analysis of enterprise telephone traffic. Central dashboard, location/department breakdowns, per-extension performance statistics, threshold-based alerting and Excel report exports give managers and operations teams single-screen visibility.