Course Overview
IntermediateTELUS Business Connect
TELUS Business Connect: Dashboards, KPIs, & Analytics For Admins
This course helps administrators and team managers use the inclusive TELUS Business Connect analytics portal in Voice Manager to monitor call activity, define and track key performance indicators (KPIs), and turn trends into actions. Participants learn how to navigate dashboards, apply filters, interpret queue and user metrics, set up subscriptions, and export data for leadership reporting.
Why this course matters
- Improve service reliability by watching leading KPIs and adjusting staffing or routing rules before issues escalate.
- Defend business decisions with real numbers rather than guesses.
- Get reports delivered automatically so you can focus on improvement rather than data gathering.
- Stay ahead of communication problems and boost client experience by acting on trends.
Who should attend
- IT administrators and telecom managers responsible for managing phone systems and ensuring service quality.
- Customer service leaders, contact centre supervisors, and operations managers monitoring agent/queue performance.
- Business analysts, product managers, and executives using call data for strategy and planning.
What you’ll learn
- Access and roles - How analytics access works, what different roles can see, and how privacy/sharing modes affect dashboards.
- Key performance indicators - Average Handle Time, First Call Resolution, Customer Satisfaction, Net Promoter Score, Call Abandonment Rate, Average Speed of Answer and Call Transfer Rate, and how they are calculated and interpreted.
- Volume and trend analysis - Tracking total versus missed calls, identifying peak hours and understanding call patterns over time.
- Agent and group performance - Evaluating talk time, hold time, after‑call work and identifying coaching opportunities.
- Quality of Service and voice quality - Spotting and triaging call-quality issues across apps and devices to protect user experience.
- Subscriptions and exports - Scheduling automated email reports and exporting charts/tables for leadership updates.
Practical applications
- Build custom dashboards showing call volumes, missed calls, and peak traffic to inform staffing.
- Shorten handle time by diagnosing excessive hold/transfer patterns and coaching on call handling rules.
- Proactively manage quality by setting alerts and reviewing QoS reports when experience degrades.
- Leverage AI transcription and sentiment analysis to discover themes and adjust processes.
Syllabus
Prerequisites
- Admin or manager-level access to TELUS Business Connect Analytics in Voice Manager.
Instructors
Output Workshop