Call Analysis groups the user’s calls into the key factors that can influence the quality of calls. This analysis, provides you, the Help Desk Technician with a general understanding of the typical pattern for the user (Example: if they use wireless a significant amount of the time). By grouping these calls and identifying the measured quality, Call Analysis can help identify broader problem areas that the user is experiencing. Knowing this information, will enable you to provide not only information and advice on a specific call, but also general advice on their usage.