The Zoho Voice connector for Zoho Analytics lets you pull your telephony and messaging data into a dedicated analytics workspace, where you can build reports that track call volumes, agent productivity, queue performance, and more. Automatic data syncing keeps your dashboards up to date without any manual effort.

Prerequisites

The integration can only be configured by users who hold both Account Admin and Organisation Admin privileges in Zoho Voice. Ensure you have these permissions before proceeding.

Setting Up the Connection

Follow these steps to connect Zoho Voice with Zoho Analytics:

1. Go to Zoho Analytics. Log in and select Import Your Data from the home screen.
2. Select Zoho Voice. Navigate to the Zoho Apps tab and choose Zoho Voice from the list of available connectors.
3. Name your workspace. Provide a name and optional description for the new workspace that will store your Voice data.
4. Choose modules and fields. Select the data modules and specific fields you want to import into Analytics.
5. Configure data cleanup and timezone. Set the data retention period and choose the timezone that should apply to your call and message timestamps.
6. Set sync frequency. Choose how regularly Zoho Analytics should refresh your Voice data.
7. Create the workspace. Click Create to begin the initial data import. Depending on the volume of data in your account, the first import may take several minutes to complete.

Available Data Modules

Six modules are available to sync from Zoho Voice into Analytics:

• CallLogs: Call metadata covering duration, caller details, charges, and recording information.
• SMSLogs: Message activity records including delivery status and timestamps.
• AgentMetrics: Individual agent performance data including talk time, wait time, and call outcomes.
• AgentStatusLogs: A record of agent availability status changes and transitions throughout the day.
• Agents: Agent roster details including contact information.
• Queues: Queue configurations and associated metadata.

Sync Frequency Options

The available sync intervals depend on your Zoho Analytics subscription:

Analytics Capabilities

With your Zoho Voice data in Analytics, you can build a range of reports and dashboards to monitor and improve your communications operations:

• Call Volume Tracking: Visualise inbound and outbound call trends over time.
• Agent Productivity: Measure individual agent performance across talk time, wait time, and call resolution.
• Queue Performance: Analyse wait times and queue throughput to identify bottlenecks.
• Predictive Analytics: Apply forecasting, anomaly detection, and cluster analysis to anticipate patterns in call activity.
• Zia Insights: Receive AI-driven automated pattern discovery and recommendations based on your Voice data.

Getting Support

Zoho Analytics support is available Monday to Friday on a 24x5 basis. You can reach the team by email at support@zohoanalytics.com or via regional toll-free numbers covering the US, UK, Australia, and India.