‌‌Advanced Analytics for Zoho Voice

Zoho Voice is a cloud-based telephony (VoIP) and business phone system, designed to help businesses make and receive calls, manage phone numbers, and run call operations.

The Advanced Analytics Connector for Zoho Voice helps you analyze call and telephony data to understand call trends, agent performance, and customer engagement. With this connector, you can track key metrics, analyze trends over time, and improve the efficiency of your voice operations.

How to set up the Zoho Voice integration with Zoho Analytics

A user with administrator privileges (Account Admin and Organization Admin) can configure the integration.

Follow the below steps to import your Zoho Voice data into Zoho Analytics seamlessly:

  1. On the Zoho Analytics home page, click Import Your Data.
  2. Navigate to the Zoho Apps tab and select Zoho Voice from the available applications.
  3. Enter Workspace Name and Workspace Description (Optional).
  4. Select the Modules and Fields.
  5. From Cleanup section, choose the time period to remove older data.
  6. From the Data Timezone field, select the required time zone.
  7. From the How Often section, choose the interval in which the data should be synced. Refer to the Data Sync Frequency section to learn more.
  8. Click Create. Import will be initiated.

Note:

  • The initial fetch might take a few minutes depending on the volume of the data to be imported. An email and an in-app notification will be sent, once the initial fetch is complete.
  • The setup process can sometimes fail for a variety of reasons. In this case, we request you to access the Data Sources tab and click the Retry link to import again. If the issue persists, write to us at support@zohoanalytics.com.

Modules & Fields

The below table lists the modules and fields that will be synced to Zoho Analytics.

ModulesFields
CallLogsLog Id, Answer Time, Billing seconds, CallType, Caller Name, Caller Number, Free Minutes, Destination Number, Duration, End Time, HangupCause, Disconnected By, StartTime, Billing Minutes, Recorded Minutes, Recording Charges, Recording Rate, Total Credits, Transcription, Transcription Rate, Voice Charges, Voice Rate, Destination Name, HangupCause Displayname, Missed Call Returned, Test Number Call, Voicemail Available, Is BusinessHour, ZohoVoice SupportCall, Feedback, Tags, Business Hour ProfileName, Modified Time, Transcription Status, Customer CountryCode, Customer Number, Customer ISO3 RegionCode, Customer ISO RegionCode, ZohoVoice DID Number
SMSLogsSMSLog ID, Agent, Country, Credits, Customer Name, Customer Number, IsMMS Message, Message, Message Type, SenderId, Delivery Status, Total Message characters, Sent Time, Received Time
AgentMetricsCallLog UniqueID, Agent Called Time, Agent, Customer entry Time, Customer Exit Time, Queue, Hangup Cause, IsAgentFailed, IsMissedCall Omnited, Strategy, Ringing Time, Talk Time, Total Ringing Time, Wait Time, Call Time, Agent Respond Time, Is Answered, Progress Seconds, From Agent, IsCallConnected, Hold Seconds, CallType, Customer Number, Queue Position, MissedCall Reason, IsVoiceMail, TransferNumber, Call Quality, Modified Time, ID, Handle Time, Agent End Time, IsQueueCall
AgentStatusLogsDuration, Triggered By Medium, Agent, Previous ActionTime, Triggered By User, Current Action Time, Previous status, Triggered Reason, Triggered By, Current Status, ID
AgentsAgentId, Name, EmailId, Status
QueuesQueueId, Name, Queue EmailId

Data Sync Frequency

Zoho Analytics offers flexible sync schedules to ensure that your data is always up-to-date for effective analysis. These schedules allow you to automate the process of updating your data, ensuring that your analyses are based on the latest information.

  • 1 Hour (Enterprise plan)
  • 3 Hours (Standard plan and above)
  • 6 Hours (Standard plan and above)
  • 12 Hours (Standard plan and above)
  • Daily (Basic plan and above)

Handling Data Synchronization Failure

Data synchronization can fail,

  • Authentication to the Zoho Voice account has expired or was revoked.
  • If the data type of a field is changed in the Zoho Voice Application.
  • If the Modules and Fields selected for analysis are deleted in the source application.
  • If the user who configured the integration no longer has permission to access the modules.

In any of the above mentioned cases, the data sync will be paused. You will be notified via email and in-app notification with the exact reason for failure along with the solution.

To resolve the sync failure, delete or restructure the views, or restore the specific modules and fields from the source application. Refer to Data Sync failure and solutions article for more details.

Once you have made the changes, click the Sync now option to resume the data sync. If the issue persists, mail us at support@zohoanalytics.com.

Managing Data Sources

The Data Sources tab provides essential information to monitor and manage the integration setup. It also allows you to edit the settings as needed. Users with administrator privileges will be able to view and modify the connection settings.

Data Source Permalink

The Data Source Permalink helps you easily access the data source tab. Only the Organization Admin and Account Admin can make changes in the Data sources page. Other users can know the synchronization details like whether the last data sync was successful or not, when the last data sync happened, when the next sync is scheduled to happen, etc.

This link can also be pasted in dashboards so that everyone accessing the dashboard can know about the sync status.

Note:

Additionally, users with Organization Admin and above privileges can do the following actions :

  • Edit Setup
  • Re-Authenticate
  • Audit History
  • Sync History

Edit Setup

The Edit Setup tab allows you to add or delete modules or fields, change the schedule interval, and modify other settings specific to the business application.

To modify the settings,

  1. Click Data Sources > Edit Setup.
  2. The Edit Setup - Zoho Voice dialog will open. Modify the settings as needed and click Save.

Re-Authenticate

Re-authentication will be helpful when the API key or password is changed. In this case, the data sync will be paused, and the administrators must re-authenticate to resume the data sync.

To re-authenticate,

  1. Click Data Sources > Re-Authenticate.
  2. The Re-Authenticate Zoho Voice dialog will open. Click Authenticate Zoho Voice and enter the Zoho Voice credentials to re-authenticate.

Sync History

The Sync History tab provides details about the data sync for the last 45 days. A successful data sync is marked in green, and a sync failure is marked in red.

To view the sync history,

  1. Click Data Sources > Sync History.
  2. A calendar with the Sync History of the last 45 days will open. The date when the data sync has happened will be highlighted. Hover to view the number of times the data had got synced on a specific date.
  3. Click the date to view more details.
    • Time - Displays the time when the data is synced.
    • Status - Shows whether the sync was a success or a failure. In case of failure, the reason will be displayed. Refer to resolving sync failures article to learn how to resolve the issue and avoid further failure.

Audit History

Zoho Analytics logs all the user activities and system events within the Zoho Voice workspace. The following actions are logged in Zoho Analytics,

  • User Action: Create, Modules Added, Modules Removed, Fields Added, Fields Removed, Schedule Change, Entities Modified, Delete, Take Ownership, Re-authenticate, Sync Now, and Retry.
  • System Action: Plan upgrade or downgrade.

Remove Data Source

Zoho Analytics allows you to remove the integration when it is no longer required. Removing the integration deletes the data source along with all synced data tables, related reports, and dashboards. Further data synchronization will also stop.

Click the Settings icon in the Data Sources tab, and select Remove Data Source from the drop-down menu.

Data Modeling & Preparation

Zoho Analytics allows you to combine data from various sources such as Files, Feeds, Databases and business applications for in-depth analysis. Query Tables allow you to combine data from different tables to create reports. The SQL Query Suggester helps to build complex queries.

Zoho Analytics auto identifies similar columns and provides suggestions for lookup while importing. Click here to learn more about joining tables.

How can you visualize and analyze Zoho Voice data?

Zoho Analytics allows you to create a wide range of visualizations to analyze Zoho Voice data and gain actionable insights into call activity and agent performance. You can build reports and dashboards to track call volume trends, monitor agent productivity, analyze call duration and wait times, evaluate queue performance, missed calls and more.

Sharing and Collaboration

  • Use fine-grained permission control over your shared data and reports while collaborating with your colleagues & friends.
  • Efficiently collaborate with your users by setting up real-time commenting on a shared view.
  • Publish reports for wider consumption. Embed reports/dashboards within your websites, web applications, and blogs.
  • Export, email, and print reports in a variety of formats.
  • Get the mobile apps (optimized for both IOS and Android platforms), and access data, reports and dashboards on the go.

Technical Support

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance, kindly do mail us your questions to support@zohoanalytics.com.

You can also reach out to us on our toll-free numbers.

United States: +1 (888) 900 9646

United Kingdom: +44 (20) 35647890

Australia: +61-2-80662898

India: +91 44 6965 6060