To view the Analytics page, a separate analytics license is required. This license includes bundled features such as call recording, PCI-DSS compliance redaction, automated quality assurance, and other advanced conversation analytics capabilities.
The Analytics page in CR&A lets you create, customize, and manage dashboards containing diverse data visuals like KPI cards, bar charts, trend lines, and tables. These visuals display actionable insights around agent performance, interaction metrics, sentiment analysis, and customer experience.
Accessing the Analytics Page
To access the Analytics page, click the Analytics tab located at the top navigation bar of the CR&A interface.
The Analytics page is displayed with a layout composed of several key components:
The Analytics menu is presented on the left sidebar, providing quick access to various analytics features.
The My Dashboards section lists all dashboards created by the user.
The Available Dashboards card includes a carousel to scroll through dashboards with navigation arrows. Selecting a dashboard loads its set of visuals and associated data.
Dashboards Overview
By default, every analytics user has an Overview Dashboard in their My Dashboards view, which consolidates key metrics for a high-level account summary.
You can create and customize your own dashboards. You can save a customized or newly created dashboard as a template, making it available to all within your organization who have the appropriate license.
Dashboard creation is streamlined by access to a gallery of pre-built templates that can be used as-is or modified to meet specific business needs.
Navigating and Using Dashboards
You can search dashboards or use tags to filter dashboards by topics such as Agent, Interactions, or Business Risk, supporting quick navigation to relevant reports.
Each dashboard visual supports interactions such as drilling down for granular data views, filtering data by date ranges, and applying KPI-specific parameters.
Dashboards update in real-time as filters and selections are applied, enabling dynamic exploration of conversation data.
Custom Dashboard Creation and Management
New dashboards can be created by selecting from available templates or building from scratch. When creating or modifying dashboards, you can:
Add, remove, or resize visuals (charts, KPI cards, trend lines).
Set default filters like date ranges to limit displayed data.
Assign descriptive names and tags to facilitate easy retrieval.
Save and manage multiple dashboards within their personal My Dashboards section.
Roles and Permissions
Access to the Analytics page and its features depends on the permissions assigned by system administrators. Certain analytics capabilities or dashboard views may be restricted based on user roles, ensuring data security and appropriate access levels.
Default User Roles
The following table displays the default user roles:
Roles | Description |
|---|---|
Super Admin | Full access to all analytics features, dashboards, data sets, system settings, and user management. Can assign roles and permissions to other users. |
Admin | Can create and modify dashboards, manage users, change dashboard layouts, adjust permissions, and access most features except some sensitive settings such as billing. |
Standard User | Can view and use dashboards, filter data, and access assigned datasets. Cannot make changes to dashboard settings or manage other users. |
Restricted Admin | Limited admin rights. Can manage agents, extensions, and view dashboards but cannot change system-level settings. |
Restricted User | Only allowed to view dashboards and data relevant to their assigned agents, groups, or sites. Ideal for team members who require specific data visibility. |
Support User | Limited technical support access, typically for troubleshooting and not meant for daily analytics or dashboard activities. |