UC Analytics: A little knowledge is a dangerous thing
Derek Smith, Product Marketing Manager, VOSS
Tuesday May 3, 2022
The old adage ‘A little knowledge is a dangerous thing’ shares the idea that a small amount of information can mislead people into thinking that they are more knowledgeable than they really are. This can lead to the wrong conclusions being drawn, and it could not be more true for UC and collaboration analytics.
We are increasingly reliant on a blend of UC, collaboration, and productivity tools to carry out our day jobs. We are often hybrid workers, and it is now normal for teams to be dispersed. So, how to measure employee experience across a multi-location team? And, in turn, how to ensure staff productivity?
The Power of Metrics
Most collaboration and productivity tools come with some sort of inbuilt metric; a way of measuring the usefulness and performance management of the tool. As a one-off piece of information, you could perceive this as “useful”, such as the Microsoft Teams admin portal where you can see if your calls are “good” or “poor”. However, in a silo, you can receive quite a distorted picture. This is because it doesn’t tell you the history of the user or give any other context.
For example, if a user has had a problem, the engineer will want to know when the issue occurred, how often it was occurring, where it occurred, and whether anyone else was impacted. So, looking at one person for one call is not always the best way to proactively resolve issues for many users. Unless you can tie this intelligence together with metrics from other tools and applications across the business, you aren’t being given the full picture.
JR Simmons shines a light on this in a recent post on No Jitter, where he explains “Merging analytics from multiple tools may be difficult but critical.” In actual fact, VOSS makes this easy.
The Power of Insight
VOSS Insights gives powerful business context analytics and visibility to drive efficiency and understanding. We integrate with your IT ops applications with enriched data for intelligence. This will help you deepen your collaboration service quality, usage, and effectiveness. It also drives improved productivity, saves money, and supports adoption through continual transformation.
This is multi-dimensional UC analytics, that delves through layers of analysis, to give a much more comprehensive insight:
Getting to the Root
Fault finding and troubleshooting is reliant on historic information, concurrent problems, and investigations. It requires different inputs to form a complete and balanced picture. When fixing an issue for a user, the focus is often on singular problem resolution, and not on investigating whether this is a larger problem that affects multiple users. Or it might be a recurring issue that has a longer term impact. Getting insight into the problem at different layers is key to REALLY understanding the user experience. And, being able to flow between the high level and the detail, and approach the problem from different perspectives will be key to gaining more actionable insights.
To find out more about how VOSS can help with your UC analytics, please get in touch.