BT Cloud Voice Call Analytics

How do I access the BT Cloud Voice Call Analytics reports and dashboards?

BT Cloud Voice Call Analytics provides real-time and historic reporting and trend analysis on all aspects of your business calling. This includes calls made, attempted, received and missed, and provides valuable insight and data to help you manage your business.  Once you've ordered BT Cloud Voice Call Analytics, you can access it at the BT Cloud Voice Call Analytics online portal.

You'll also find a User Guide and helpful videos.

I've forgotten my password for BT Cloud Voice Call Analytics

If you forget your password, just use the ‘Can't access your account?' link on the log-on page which will take you through the password recovery process.

If you want to change your password to something more memorable, you need to log on, then select the ‘user' icon and choose ‘change password'. You'll be asked to enter your old password, your new password and then confirm your new password.

Note: your BT Cloud Voice Call Analytics log-on credentials aren't the same as those for BT Cloud Voice.

If I have a problem with Cloud Voice Call Analytics, who do I call?

If you're having a problem with Cloud Voice Call Analytics, you should first check the user guide and help videos on the Cloud Voice Call Analytics portal. You might be able to save yourself some time by solving the problem yourself.

If you do need to contact us, call the Cloud Voice Service Team on 0800 389 0537.

What support and training is available for me to use Call Analytics?

You'll find a user guide and help videos on the Cloud Voice Call Analytics portal.  You can also access them by clicking on “Help” from the home screen once you are logged on. If you'd like to purchase additional training packages, please speak to your BT sales person.

How can I upgrade my package or order more licences?

If you'd like to upgrade your package, or order more licenses, please speak to your sales person, or call the Cloud Voice Service Team on 0800 389 0537.

How long will my call data and reports be available?

If you have the Insight package, the information will be available for up to 12 months. If you have the Report or Report Premier packages, the information will be available for up to 60 months.

However, with all packages, access to the information will be lost if you end your BT Cloud Voice Call Analytics service. If you wish to keep the information, we recommend you save copies on your local device.

What information can I find in the help videos?

Visit the Cloud Voice Call Analytics portal for videos including:

• ‘Configuration' - shows you how to allocate or reallocate Call Analytic reporting licences to users, and how to customise or configure reports.
• 'Export/Email' - shows you how to export or save your reports.
• 'Add to favourites' - demonstrates how to add reports to Favourites.
• 'Schedule reports' - shows how to set up regular reporting