Using programmable communications to enable a data-driven approach

In the past few years, the whole world has developed a data addiction. Enterprise adopts a data-driven approach and invests massively in tools to gather metrics. Programmable communication allows you to add data issued from any communication media to a datamart for global data-driven decisions.

So, you have set up your whole telecom galaxy, with built-in voice media in your apps, full conversation transcription and indexation in your CRM, voice & chatbots, an omni-channel slick contact center and you ended your digital transition by deploying Wazo Enterprise Unified Communication for your internal users.

Generate, exploit and free your data

Every feature you use should generate data for you to exploit in your decision-making process.

Depending on your own needs, you will decide to flow it in a DataMart or directly in a Business Intelligence tool like Tableau or Kibana for later use and analytics. But sometime, you are limited by the capabilities of your solution provider and the data remains stuck inside their own tool.

You may request them to develop new possibilities. However, does your request to be able to make data-driven decisions really worth enough for them to assume all related costs? The truth is they probably won’t.

As you may know, Wazo’s solutions are API centric, which means you can unleash Enterprise Programmable Communication to monitor every event and metrics you may feel useful and exploit them.

Programmable communication for data collection & business analytics

Using Wazo Enterprise Unified Communication and a free third party solution like Node-Red, you would be able to do so in a couple of clicks.

For a start, let’s dig in this example : 

You want to build a simple dashboard allowing you to monitor your Wazo Enterprise Programmable Communication and being able to search across your call-log for interaction from and toward a specific phone number.

Flowchart to achieve data driven decisions

To deploy such a use case you will need a user interface in order to display charts and easily send request to browse you call-log.

We will need to request the list of CDR directly from Asterisk.

We will format the CDR information to be displayed and easily readable.

Finally, we will display this information in our dashboard. And that’s it ! You made your first step into business analytics !

Let’s go deeper in the tech

Now let’s have a look at the Node-Red flow.

Node-Red flow for business intelligence and dashboards

In this example we used Wazo Enterprise Unified Communication and Node-Red Dashboard.

For any information about how to use Node-Red Dashboard to build a web interface, I recommend reading its literature : here

From CDR to business analytics

Let’s focus on the functions.
Get CDR will receive orders of what you want to display : 

  • From the form : a start date, an end date and eventually a text to search.
  • From the buttons : whether it should filter on internal, outbound or inbound channels

And then build the according GET request to Wazo’s logd API.

If you are looking for help understanding Wazo’s API possibilities, please find our related documentation here : API Reference.

The most important part is stored in our CDR -> tab function which role is to format the raw data from our logs to comprehensive metrics about our activity. No difficulties here, but you might need to understand the structure and information available in CDRs. Everything you need to know about it is here

  • It will format data expressed in seconds to an Hour – Minute – Second format
  • It will build a basic report using mathematical formulas of :
    • Total calls
    • Missed calls
    • Average call direction
    • Average ringing time
    • It will calculate data to display in our lite log :
      • Start time
      • End time
      • Answered (boolean)
      • Ring time
      • Duration
      • Targeted number
      • Targeted person (name)
      • Requester’s number
      • Requester’s name

For the need of this demo, we are doing this directly in the flow. But if you plan to use a Business Intelligence tool, you might be able to deport calculus and conversions in it.

Finally, these proceed data is injected in our user different widgets to be displayed.

Discover more about programmable communications

Using node-red, you can easily set up workflows combining Wazo’s with other software to solve complex business challenges, without having to compromise with users needs.

If you are interested in programmable communication, discover some additional use cases we built for you:

  • “Discover how to easily build a voice alerting system” – Episode #1
  • “Build an audio conferencing solution” – Episode #2
  • “Increase the value of your voice channels” – Episode #3
  • “An IVR system built for your needs” – Episode #5

And if you want to discuss your use cases and current communication challenges, feel free to reach out.

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