AlienVoIP Cloud PBX connection
Bring supported AlienVoIP PBX call data directly into the iCRM analytics environment.
Turn every business call into operational intelligence
AlienVoIP Cloud PBX Analytics
Connect an AlienVoIP Cloud PBX to iCRM, map extensions to users and analyse every call through CDR dashboards, agent scorecards, missed-call visibility, contact patterns and capacity insight—without leaving the CRM.
8Core call KPIs
360°Agent scorecard
OneSearchable CDR trail
What you can do
Everything your team needs, connected.
Connect an AlienVoIP Cloud PBX to iCRM, map extensions to users and analyse every call through CDR dashboards, agent scorecards, missed-call visibility, contact patterns and capacity insight—without leaving the CRM.
Extension synchronisation
Sync the extension directory from the connected PBX and display the last successful synchronisation time.
Extension-to-user mapping
Assign each PBX extension to the correct iCRM user from a simple dropdown.
Automatic call ownership
Use extension mapping to attribute CDR activity to the employee who made or received the call.
CDR analytics overview
Open a management dashboard that turns raw call detail records into readable call-health indicators.
Flexible report filters
Filter by date range, from and to dates, user, call type and call status.
Total call volume
See the overall number of recorded calls and compare volume with the previous period.
Answered-call rate
Measure how many calls were answered and the resulting answer-rate percentage.
Missed and failed calls
Surface unanswered or failed calls so customer follow-up can begin quickly.
Total talk time
Review productive talk time together with average talk time per call.
Direction breakdown
Separate inbound, outbound and internal call activity.
Average ring time
Measure how long callers wait before a call is answered.
Recent missed-call panel
Keep recent unanswered inbound calls visible for operational review.
Daily call volume
Compare inbound, outbound and internal call activity by day.
Talk-time and answer-rate trend
Track talk minutes and answer-rate movement across the selected period.
Disposition and call type
Understand answered versus missed outcomes alongside inbound and outbound mix.
Peak hours and days
Identify when calls are concentrated so managers can plan coverage.
Call heatmap
View hour-by-day activity patterns in a compact operational grid.
User KPI leaderboard
Rank mapped users by total calls, answer rate, talk time and direction of activity.
Answer-rate indicators
Use colour-coded performance badges to spot strong coverage and agents needing attention.
Full CDR log
Search and filter the underlying call records instead of relying only on summary charts.
Detailed call evidence
Retain date and time, type, source, destination, status, duration, ring time, talk time, assigned user and trunk.
Individual agent scorecard
Open a 360-degree view of one agent’s call workload and outcomes.
Today’s live activity
See calls, answered count, talk time, first call, last call and comparison with yesterday.
Working-hours visibility
Review active days, average active time, earliest start and latest end.
Idle-gap detection
Find extended periods without call activity and identify the longest gap.
Productivity timeline
Analyse daily performance, answer-rate trends and activity across the selected period.
Peer comparison
Compare the selected agent with colleagues while keeping that agent highlighted.
Top and repeat contacts
See the most frequently called numbers, repeat contacts and inbound-versus-outbound relationship.
Individual call log
Drill down from an agent scorecard to the complete CDR records for that user.
CRM customer context
Use matching phone numbers to relate call activity to the customer records managed in iCRM.
Print-ready reporting
Print management views and use the report’s built-in guide to explain how the KPIs should be read.
Cloud PBX intelligence inside iCRM
From extension mapping to management action.
When your AlienVoIP Cloud PBX is connected, iCRM turns call detail records into a shared operational view. Managers can understand overall call health, inspect the underlying evidence and coach each mapped user from the same CRM environment used for customer work.
01ConnectLink Cloud PBX
02SyncRetrieve extensions
03MapAssign iCRM users
04CaptureCollect call records
05AnalyseTeam and agent KPIs
06ImproveFollow up and plan
01 / EXTENSION MAPPING
Connect phone activity to the people doing the work.
Synchronise the extension list from the connected AlienVoIP Cloud PBX, then assign each extension to an iCRM user. The mapping creates the ownership needed for fair user KPIs, individual scorecards and complete call records.
- Total and mapped extension counts
- PBX sync and last-sync visibility
- Extension number, PBX name and type
- Available and mapped status
- Simple iCRM user assignment
- Mapped CDR record count
02 / CALL-HEALTH OVERVIEW
Know whether the phones are being answered.
The VoIP CDR Analytics and KPI report starts with eight clear indicators and expands into missed calls, daily volume, talk-time trends, call outcomes, peak periods and a call heatmap. Filters keep the view relevant to a chosen period, user, type or status.
- Total, answered and missed or failed calls
- Total talk time and average per call
- Inbound, outbound and internal split
- Average caller ring time
- Period-over-period call movement
- Print and extension-map access
03 / TEAM KPI AND CALL EVIDENCE
Move from ranking to the record behind it.
The user KPI view ranks activity and answer performance across mapped staff. When the result needs investigation, the CDR Log exposes the individual call records—source, destination, outcome, duration, ring, talk time, user and trunk—behind the summary.
- User leaderboard and answer-rate badges
- Inbound-versus-outbound comparison
- Talk-time and total-call ranking
- Searchable, filterable CDR records
- Call ownership and trunk detail
- Evidence for coaching and follow-up
04 / INDIVIDUAL AGENT SCORECARD
Understand one person’s full calling pattern.
Select an agent and period to review today’s activity, call outcomes, direction, talk time, longest call and unique contacts. Working-hours analysis adds active span, earliest start, latest end and idle gaps to the performance picture.
- Today versus yesterday activity
- First and last call timing
- Answered, missed and direction KPIs
- Unique contact workload
- Active days and average activity
- Idle-gap and longest-gap visibility
05 / PRODUCTIVITY, RELATIONSHIPS AND DETAIL
See the pattern behind the agent’s headline score.
Three supporting views explain how performance developed: the productivity timeline shows daily change and peer position; Contacts surfaces frequently called and repeat numbers; Call Log preserves the complete individual CDR trail.
- Daily performance and answer-rate trends
- Peer comparison with selected-agent focus
- Top 20 and repeat contacts
- Incoming and outgoing contact mix
- Complete agent-specific call records
- Context for coaching and customer follow-up
What managers can measure
Ten call metrics available from day one.
Use the connected records to move daily management from assumptions to observable call behaviour.
Total calls
Track volume by day, week or selected reporting period.
Answer rate
See what proportion of calls reached a successful answer.
Missed calls
Identify unanswered inbound demand requiring follow-up.
Talk time
Compare productive phone time with call count and outcomes.
Ring time
Understand how long callers wait before someone responds.
Peak hours
Find busy hours and days for more informed coverage planning.
Agent ranking
Compare call handling without relying on self-reported activity.
Idle gaps
Review extended inactivity within the observed working span.
Top contacts
See which customer numbers recur most often for each agent.
Duration pattern
Understand the distribution of short, typical and long calls.
How to use AlienVoIP analytics
A practical route from PBX connection to better coverage.
Once the technical connection is available, the operational setup is centred on extension ownership and consistent KPI review.
Connect the PBX
Link the supported AlienVoIP Cloud PBX account to the iCRM environment.
Synchronise extensions
Retrieve the PBX extension directory and confirm the last-sync information.
Map each user
Assign every working extension to the correct iCRM employee.
Confirm call capture
Check that CDR records appear with the expected type, status, duration and ownership.
Review call health
Monitor answered, missed, talk-time, direction and ring-time KPIs.
Investigate exceptions
Use missed-call panels and the full CDR log to find records needing action.
Coach and plan
Use agent scorecards, peak periods, contacts and idle gaps to improve coverage and follow-up.
Detailed capability map
More than a feature list. A complete working process.
Explore how the screens and functions in AlienVoIP Cloud PBX Analytics support setup, daily operations and continuous improvement.
Configure the foundation
AlienVoIP Cloud PBX connection
Bring supported AlienVoIP PBX call data directly into the iCRM analytics environment.
Extension synchronisation
Sync the extension directory from the connected PBX and display the last successful synchronisation time.
Extension-to-user mapping
Assign each PBX extension to the correct iCRM user from a simple dropdown.
Automatic call ownership
Use extension mapping to attribute CDR activity to the employee who made or received the call.
CDR analytics overview
Open a management dashboard that turns raw call detail records into readable call-health indicators.
Flexible report filters
Filter by date range, from and to dates, user, call type and call status.
Total call volume
See the overall number of recorded calls and compare volume with the previous period.
Answered-call rate
Measure how many calls were answered and the resulting answer-rate percentage.
Missed and failed calls
Surface unanswered or failed calls so customer follow-up can begin quickly.
Total talk time
Review productive talk time together with average talk time per call.
Direction breakdown
Separate inbound, outbound and internal call activity.
Run day-to-day work
Average ring time
Measure how long callers wait before a call is answered.
Recent missed-call panel
Keep recent unanswered inbound calls visible for operational review.
Daily call volume
Compare inbound, outbound and internal call activity by day.
Talk-time and answer-rate trend
Track talk minutes and answer-rate movement across the selected period.
Disposition and call type
Understand answered versus missed outcomes alongside inbound and outbound mix.
Peak hours and days
Identify when calls are concentrated so managers can plan coverage.
Call heatmap
View hour-by-day activity patterns in a compact operational grid.
User KPI leaderboard
Rank mapped users by total calls, answer rate, talk time and direction of activity.
Answer-rate indicators
Use colour-coded performance badges to spot strong coverage and agents needing attention.
Full CDR log
Search and filter the underlying call records instead of relying only on summary charts.
Detailed call evidence
Retain date and time, type, source, destination, status, duration, ring time, talk time, assigned user and trunk.
Control, report and improve
Individual agent scorecard
Open a 360-degree view of one agent’s call workload and outcomes.
Today’s live activity
See calls, answered count, talk time, first call, last call and comparison with yesterday.
Working-hours visibility
Review active days, average active time, earliest start and latest end.
Idle-gap detection
Find extended periods without call activity and identify the longest gap.
Productivity timeline
Analyse daily performance, answer-rate trends and activity across the selected period.
Peer comparison
Compare the selected agent with colleagues while keeping that agent highlighted.
Top and repeat contacts
See the most frequently called numbers, repeat contacts and inbound-versus-outbound relationship.
Individual call log
Drill down from an agent scorecard to the complete CDR records for that user.
CRM customer context
Use matching phone numbers to relate call activity to the customer records managed in iCRM.
Print-ready reporting
Print management views and use the report’s built-in guide to explain how the KPIs should be read.
How it works
A clear workflow from setup to insight.
Connect
Link the supported AlienVoIP Cloud PBX to iCRM.
Sync & map
Retrieve PBX extensions and assign each one to an iCRM user.
Capture
Bring call detail records into the connected reporting workspace.
Analyse
Review call health, missed calls, CDR evidence and individual agent performance.
Act
Follow up missed demand, coach agents and plan staffing around real call patterns.
See AlienVoIP Cloud PBX Analytics in action
Let’s map iCRM to your real workflow.
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