Insights, Analytics, and Reporting

If you use uConnected on our Business platform, you now have a brand new set of tools to help you understand your calls, measure performance, and make billing and reporting far simpler.

These updates are designed for organisations that want clear answers to questions like:

• Who is calling us, and when?
• Which calls were answered, missed, or went to voicemail?
• Where are calls being forwarded, and who on the team is taking them?
• Which phone numbers and services are the busiest?
• Which users are most active over time?
• How do we estimate billable time for client invoicing?

Call insights that actually help you make decisions

The new Insights and Reporting area lets you generate powerful reports that highlight meaningful trends and outcomes, not just raw call logs.

You can build reports that show:

• Call volume by time of day and day of week
• Caller activity and repeat callers
• Call outcomes, including answered, missed, busy, and voicemail
• Forwarding destinations
• Team answering behaviour including who answered

This makes it easy to spot peak periods, identify missed call risk, and understand how work is shared across your team.

Reporting by phone number and service

If your organisation has multiple numbers or services, you can now drill into reporting for each one.

Create reports that focus on a specific phone number service to see:

• When that service receives the most inbound calls
• When your team places the most outbound calls
• Where calls are being forwarded to
• Which team members answer calls for that service most often

It is a simple way to compare services side by side and make changes with confidence.

Detailed reporting for individual users

Need a clear picture of activity for a specific staff member or role?

You can now explore detailed reporting on individual users, including trends across longer periods. This helps you understand:

• Their call volume over time
• Their busiest days and times
• How their answering activity changes week to week
• Patterns that can help with rostering and workload planning

Built in billing calculator for client invoicing

For organisations that bill clients for time, the new billing calculator makes it much easier to estimate value based on call activity.

You can calculate estimated billable time using bridged minutes within a selected date range, then use that information to support itemised client invoices.

This is especially useful when you need consistent, repeatable reporting for monthly billing cycles.

Where to find it

Log into your Dashboard and head to the new Insights area to start exploring.

If you would like to learn more, or if you have a specific reporting idea you would love to see, please get in touch. Feature requests are welcome.

Hope you love the upgrade!

Alex from uConnected