{"id":15608,"date":"2025-02-02T12:00:00","date_gmt":"2025-02-02T17:00:00","guid":{"rendered":"https:\/\/voxpria.com\/docs\/understanding-analytics-dashboard-2\/"},"modified":"2026-07-10T00:47:22","modified_gmt":"2026-07-10T05:47:22","password":"","slug":"understanding-analytics-dashboard","status":"publish","type":"docs","link":"https:\/\/voxpria.com\/fr\/docs\/understanding-analytics-dashboard\/","title":{"rendered":"Comprendre votre tableau de bord analytique"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/voxpria.com\/wp-content\/uploads\/2026\/07\/analytics-fr-scaled.png\" alt=\"Tableau de bord analytique\" class=\"wp-image-15229\"\/><figcaption class=\"wp-block-image__caption\">Le tableau de bord Analytique \u2014 comprenez la performance en un coup d&rsquo;\u0153il.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;analytique est essentielle pour optimiser vos campagnes vocales. De plus, VoxPria fournit des indicateurs complets qui vous aident \u00e0 comprendre la performance. Dans ce guide, nous expliquons chaque indicateur et vous montrons comment utiliser l&rsquo;analytique efficacement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Acc\u00e9der \u00e0 votre analytique<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">D&rsquo;abord, acc\u00e9dez \u00e0 la section analytique. De plus, vous pouvez consulter l&rsquo;analytique de campagnes individuelles ou de la performance globale :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>EVALUATE<\/strong> dans la barre lat\u00e9rale gauche<\/li>\n<li>S\u00e9lectionnez <strong>Analytique<\/strong><\/li>\n<li>Choisissez la p\u00e9riode : Aujourd&rsquo;hui, Cette semaine, Ce mois-ci, Plage personnalis\u00e9e<\/li>\n<li>S\u00e9lectionnez la campagne (ou \u00ab Toutes les campagnes \u00bb pour l&rsquo;aper\u00e7u g\u00e9n\u00e9ral)<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Indicateurs de performance cl\u00e9s (IPC)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le haut de votre tableau de bord affiche les IPC essentiels. En outre, ceux-ci offrent un aper\u00e7u rapide de votre performance :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Principaux IPC expliqu\u00e9s :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Total des appels<\/strong> &#8211; Nombre de tentatives d&rsquo;appel effectu\u00e9es<\/li>\n<li><strong>Appels r\u00e9pondus<\/strong> &#8211; Appels qui ont \u00e9t\u00e9 d\u00e9croch\u00e9s<\/li>\n<li><strong>Taux de r\u00e9ponse<\/strong> &#8211; Pourcentage d&rsquo;appels r\u00e9pondus (cible : 40 \u00e0 60 %)<\/li>\n<li><strong>Dur\u00e9e moyenne<\/strong> &#8211; Longueur moyenne des appels en secondes<\/li>\n<li><strong>Taux de succ\u00e8s<\/strong> &#8211; Appels ayant atteint leur objectif<\/li>\n<li><strong>Co\u00fbt par appel<\/strong> &#8211; Co\u00fbt moyen en cr\u00e9dits par appel<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udca1 Conseil de pro :<\/strong> Comparez les indicateurs semaine apr\u00e8s semaine pour rep\u00e9rer les tendances. Ainsi, vous pouvez d\u00e9tecter les probl\u00e8mes t\u00f4t et tirer parti des am\u00e9liorations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">R\u00e9partition des r\u00e9sultats d&rsquo;appels<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comprendre o\u00f9 aboutissent les appels vous aide \u00e0 optimiser. De plus, cette r\u00e9partition montre le sort de chaque appel :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">R\u00e9sultats d&rsquo;appels :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udfe2 <strong>R\u00e9pondu<\/strong> &#8211; Connect\u00e9 avec succ\u00e8s et termin\u00e9<\/li>\n<li>\ud83d\udd35 <strong>Messagerie vocale<\/strong> &#8211; Transf\u00e9r\u00e9 \u00e0 la messagerie vocale<\/li>\n<li>\ud83d\udfe1 <strong>Sans r\u00e9ponse<\/strong> &#8211; A sonn\u00e9 sans \u00eatre d\u00e9croch\u00e9<\/li>\n<li>\ud83d\udfe0 <strong>Occup\u00e9<\/strong> &#8211; La ligne \u00e9tait occup\u00e9e<\/li>\n<li>\ud83d\udd34 <strong>\u00c9chec<\/strong> &#8211; N&rsquo;a pas pu se compl\u00e9ter (mauvais num\u00e9ro, probl\u00e8me r\u00e9seau)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Ces donn\u00e9es apparaissent \u00e0 la fois sous forme de diagramme circulaire et de tableau d\u00e9taill\u00e9. De plus, vous pouvez cliquer sur n&rsquo;importe quel segment pour voir les appels pr\u00e9cis.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Analytique temporelle<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Voyez comment la performance varie selon le moment. En outre, cela vous aide \u00e0 rep\u00e9rer les meilleures fen\u00eatres d&rsquo;appel :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Vues temporelles offertes :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Heure de la journ\u00e9e<\/strong> &#8211; Quelles heures performent le mieux<\/li>\n<li><strong>Jour de la semaine<\/strong> &#8211; Meilleurs jours pour appeler<\/li>\n<li><strong>Semaine apr\u00e8s semaine<\/strong> &#8211; Tendance de performance<\/li>\n<li><strong>Mois apr\u00e8s mois<\/strong> &#8211; Tendances \u00e0 long terme<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Exemple de constat :<\/strong> Si le mardi \u00e0 14 h affiche un taux de r\u00e9ponse de 60 % contre 30 % le vendredi \u00e0 16 h, planifiez davantage d&rsquo;appels le mardi apr\u00e8s-midi. Par cons\u00e9quent, vous am\u00e9liorerez la performance globale.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comparaison de campagnes<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comparez plusieurs campagnes c\u00f4te \u00e0 c\u00f4te. De plus, cela r\u00e9v\u00e8le ce qui fonctionne et ce qui ne fonctionne pas :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab Comparer les campagnes \u00bb<\/strong><\/li>\n<li>S\u00e9lectionnez jusqu&rsquo;\u00e0 5 campagnes<\/li>\n<li>Choisissez les indicateurs \u00e0 comparer<\/li>\n<li>Consultez les diagrammes c\u00f4te \u00e0 c\u00f4te<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Indicateurs de performance des agents<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Si vous utilisez plusieurs agents, suivez leur performance individuelle. De plus, cela vous aide \u00e0 optimiser le choix des agents :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Indicateurs propres \u00e0 l&rsquo;agent :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Appels trait\u00e9s<\/strong> &#8211; Total des appels par agent<\/li>\n<li><strong>Taux de succ\u00e8s<\/strong> &#8211; Fr\u00e9quence \u00e0 laquelle l&rsquo;agent atteint ses objectifs<\/li>\n<li><strong>Dur\u00e9e moyenne<\/strong> &#8211; Longueur des appels par agent<\/li>\n<li><strong>Satisfaction client<\/strong> &#8211; \u00c9valuations des clients<\/li>\n<li><strong>Taux de transfert<\/strong> &#8211; Fr\u00e9quence \u00e0 laquelle l&rsquo;agent transf\u00e8re \u00e0 un humain<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Analytique des co\u00fbts<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Suivez les d\u00e9penses et le retour sur investissement. En outre, comprendre les co\u00fbts vous aide \u00e0 budg\u00e9tiser efficacement :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>D\u00e9penses totales<\/strong> &#8211; Cr\u00e9dits utilis\u00e9s durant la p\u00e9riode s\u00e9lectionn\u00e9e<\/li>\n<li><strong>Co\u00fbt par appel<\/strong> &#8211; Co\u00fbt moyen par tentative<\/li>\n<li><strong>Co\u00fbt par succ\u00e8s<\/strong> &#8211; Co\u00fbt par appel r\u00e9ussi<\/li>\n<li><strong>D\u00e9penses mensuelles projet\u00e9es<\/strong> &#8211; Co\u00fbts estim\u00e9s selon l&rsquo;utilisation actuelle<\/li>\n<li><strong>R\u00e9partition des co\u00fbts<\/strong> &#8211; Par campagne, agent ou p\u00e9riode<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Indicateurs d&rsquo;engagement des contacts<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comprenez comment les contacts interagissent avec vos appels. De plus, ces indicateurs r\u00e9v\u00e8lent le comportement de votre auditoire :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Taux de r\u00e9ponse au premier appel<\/strong> &#8211; R\u00e9pondu d\u00e8s la premi\u00e8re tentative<\/li>\n<li><strong>Taux de succ\u00e8s des relances<\/strong> &#8211; R\u00e9pondu \u00e0 la 2e ou 3e tentative<\/li>\n<li><strong>Taux de d\u00e9sabonnement<\/strong> &#8211; Personnes qui demandent de ne plus \u00eatre appel\u00e9es<\/li>\n<li><strong>Taux de compl\u00e9tion<\/strong> &#8211; Appels ayant termin\u00e9 la conversation compl\u00e8te<\/li>\n<li><strong>Taux d&rsquo;interaction<\/strong> &#8211; Clients ayant r\u00e9pondu aux questions<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">G\u00e9n\u00e9rer des rapports<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Exportez l&rsquo;analytique sous forme de rapports \u00e0 partager. De plus, les rapports peuvent \u00eatre planifi\u00e9s pour un envoi automatique :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Cliquez sur <strong>\u00ab G\u00e9n\u00e9rer un rapport \u00bb<\/strong><\/li>\n<li>Choisissez le type de rapport : Sommaire, D\u00e9taill\u00e9 ou Personnalis\u00e9<\/li>\n<li>S\u00e9lectionnez les indicateurs \u00e0 inclure<\/li>\n<li>Choisissez le format : PDF, Excel ou CSV<\/li>\n<li>Cliquez sur <strong>\u00ab T\u00e9l\u00e9charger \u00bb<\/strong> ou <strong>\u00ab Envoyer le rapport par courriel \u00bb<\/strong><\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Rapports automatis\u00e9s :<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Configurez des rapports r\u00e9currents envoy\u00e9s automatiquement :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sommaire quotidien<\/strong> &#8211; Chaque matin \u00e0 8 h<\/li>\n<li><strong>Performance hebdomadaire<\/strong> &#8211; Chaque lundi<\/li>\n<li><strong>Aper\u00e7u mensuel<\/strong> &#8211; Le premier de chaque mois<\/li>\n<li><strong>Horaire personnalis\u00e9<\/strong> &#8211; D\u00e9finissez votre propre fr\u00e9quence<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Utiliser les filtres<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Approfondissez des sous-ensembles pr\u00e9cis de donn\u00e9es. En outre, les filtres vous aident \u00e0 trouver des constats exploitables :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Plage de dates<\/strong> &#8211; P\u00e9riodes pr\u00e9cises<\/li>\n<li><strong>Campagne<\/strong> &#8211; Une ou plusieurs campagnes<\/li>\n<li><strong>Agent<\/strong> &#8211; Agents IA pr\u00e9cis<\/li>\n<li><strong>R\u00e9sultat d&rsquo;appel<\/strong> &#8211; R\u00e9pondus seulement, \u00e9checs seulement, etc.<\/li>\n<li><strong>\u00c9tiquettes de contact<\/strong> &#8211; Segments de contacts pr\u00e9cis<\/li>\n<li><strong>Dur\u00e9e<\/strong> &#8211; Appels plus longs ou plus courts que X secondes<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Constats exploitables<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">VoxPria fournit des constats aliment\u00e9s par l&rsquo;IA selon vos donn\u00e9es. De plus, ces recommandations vous aident \u00e0 am\u00e9liorer la performance :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Exemples de constats :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00ab Votre taux de r\u00e9ponse chute de 20 % apr\u00e8s 17 h &#8211; envisagez de terminer les campagnes plus t\u00f4t \u00bb<\/li>\n<li>\u00ab L&rsquo;agent A affiche un taux de succ\u00e8s 15 % plus \u00e9lev\u00e9 que l&rsquo;agent B &#8211; analysez les diff\u00e9rences \u00bb<\/li>\n<li>\u00ab Les relances apr\u00e8s 2 heures augmentent le succ\u00e8s de 30 % \u00bb<\/li>\n<li>\u00ab Les campagnes du jeudi surpassent celles du lundi de 25 % \u00bb<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Bonnes pratiques<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u2705 <strong>V\u00e9rifiez quotidiennement<\/strong> &#8211; Passez en revue l&rsquo;analytique chaque matin<\/li>\n<li>\u2705 <strong>\u00c9tablissez des rep\u00e8res<\/strong> &#8211; Fixez des indicateurs cibles pour vos campagnes<\/li>\n<li>\u2705 <strong>Agissez selon les constats<\/strong> &#8211; Ne vous contentez pas d&rsquo;observer &#8211; apportez des changements fond\u00e9s sur les donn\u00e9es<\/li>\n<li>\u2705 <strong>Comparez les p\u00e9riodes<\/strong> &#8211; Regardez toujours les tendances, pas seulement des instantan\u00e9s<\/li>\n<li>\u2705 <strong>Partagez les rapports<\/strong> &#8211; Tenez les parties prenantes inform\u00e9es gr\u00e2ce aux rapports automatis\u00e9s<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">En savoir plus sur les <a href=\"https:\/\/en.wikipedia.org\/wiki\/Key_performance_indicator\">indicateurs de performance cl\u00e9s<\/a> et les bonnes pratiques en analytique.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Articles connexes :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"\/\">Indicateurs de performance des campagnes<\/a><\/li>\n<li><a href=\"\/\">Exporter les donn\u00e9es analytiques<\/a><\/li>\n<li><a href=\"\/\">Optimiser \u00e0 partir de l&rsquo;analytique<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Ma\u00eetrisez votre tableau de bord analytique VoxPria. Apprenez \u00e0 lire les indicateurs, \u00e0 g\u00e9n\u00e9rer des rapports et \u00e0 prendre des d\u00e9cisions fond\u00e9es sur les donn\u00e9es.<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[93],"doc_tag":[108,109],"class_list":["post-15608","docs","type-docs","status-publish","hentry","doc_category-analytics-reports-fr","doc_tag-analytics-fr","doc_tag-beginner-fr"],"year_month":"2026-08","word_count":1100,"total_views":"13","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":[],"doc_category_info":[{"term_name":"Analytique et rapports","term_url":"https:\/\/voxpria.com\/fr\/docs-category\/analytics-reports-fr\/"}],"doc_tag_info":[{"term_name":"Analytique","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/analytics-fr\/"},{"term_name":"D\u00e9butant","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/beginner-fr\/"}],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comprendre votre tableau de bord analytique - Ai voice automation system - Voxpria<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/voxpria.com\/fr\/docs\/understanding-analytics-dashboard\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comprendre votre tableau de bord analytique\" \/>\n<meta property=\"og:description\" content=\"Ma\u00eetrisez votre tableau de bord analytique VoxPria. 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