Step 1: Log In

1. Open the VOC (Voice of Customer) URL provided by Crexendo.
2. Enter your Admin credentials and sign in.
3. Confirm you can access configuration sections (Snapshots/Topics/Insights).

Step 2: Create a Snapshot (Defines Your Call Data Scope)

Snapshots control which calls are included for analysis. Create at least one Snapshot per customer “view” you want to report on (example: per campaign, per department/skill group, or per location/team).

Recommended Snapshot Naming Convention

• [Customer/Dept] - [Campaign/Skill]
• Example: ACME - Billing

Snapshot Types

• One-Time: Runs from a specified Date/Time Range and allows a max number of calls to be set
• Recurring: Setup a Daily, Weekly or Monthly Recurring Snapshot and allows a max number of calls to be set
• Ongoing: Continous run to capture calls that meet certain criteria cocontinuousntinuous

Snapshot Fields

• Name: Clear, searchable name
• Language: Select the language used in the calls
• Flow ID: This field is only used for custom configurations outside the normal use cases (Leave Blank)
• Date Range: Specify Start and End Date (Only for One-Time Snapshots)
• Limit: Maximum calls included (Only for One-Time and Recurring Snapshots)
• Components (Filters): Campaigns, Skills, Agents, Dispositions
• Logical Operators:
  • AND = all conditions must be true
  • OR = any condition can be true

Procedure

1. Go to Snapshots.
2. Select Create Snapshot.
3. Select the Type of Snapshot you wish to create.
4. Set Name, Language, Date Range, and Limit based on the type of Snapshot you are creating.
5. Add one or more filters using Campaign, Skill, Agent, and/or Disposition.
6. Apply AND/OR logic to match the business requirement.
7. Click Save.

Example: Ongoing Snapshot with Calls from a Campaign that were Answered and Talk Time is over 60 Seconds

 

 

Step 3: Configure Topics (Defines What Themes Are Tracked)

Topics let you track specific themes/issues within customer calls. Only enabled topics are analyzed and appear in dashboards/reports.

Procedure

1. Go to Topics.
2. Select Create.
3. Enter a Name (short, descriptive).
4. Enter a Description (what the topic represents and when it should apply).
5. Toggle Enable to ON.
6. Click Save.

Example: Topics for Support Calls

 

Step 4: Configure Insights (Sentiment Monitoring)

Insights monitor sentiment trends and can be refreshed as frequently as every 30 minutes (options vary by environment). Configure at least one Insight for Negative sentiment so leaders can spot emerging issues early.

Insight Options

• Sentiment: All, Positive, Negative, Neutral
• Threshold: Filters calls by intensity/frequency (as supported in your tenant)
• Frequency: Daily, Every 4 hours, 1 hour, 30 minutes
• Track By: Campaign, Disposition, Agent, Skill, Topic
• Topic Threshold: Additional threshold when tracking by Topic (if available)

Procedure

1. Go to Insights.
2. Select the Sentiment you want to monitor (commonly Negative).
3. Set a Threshold value (if required/available).
4. Choose Frequency (how often insights refresh).
5. Select what you want to Track By (Campaign/Disposition/Agent/Skill/Topic).
6. If tracking by Topic, set topic threshold options (if available).
7. Click Save.

Step 5: Validation Checklist (After Setup)

1. Open Reports and confirm interactions appear for your selected date range.
2. Confirm Sentiment is populated for calls.
3. Confirm Topics are appearing on at least some calls (if topics are enabled and relevant).
4. Open Dashboard and confirm widgets show non-zero values and trends.