The Insights report provides a comprehensive analysis of key indicators related to Infoline operations. Insights examines work methodologies for inbound telephone traffic and allows conclusions to be drawn to improve Hotline operations. One of the unique advantages of this solution is the ability to study trends in comparison with the same previous period. To use this report, go to Reports → Inbound → Insights.
If you need to select a specific queue or queues, click on .
Insights by default displays analytical data from the last 7 days, to change the time examined, click on the .
The Insights report displays information for a maximum time period of 31 days. Call times in this report are calculated to the nearest millisecond.
- Number of incoming calls - number of all calls that went into the queue,
- Number of calls handled - calls that were answered by Agents,
- Number of abandoned calls - calls that were disconnected by customers before being answered by the Agent,
- Number of transferred calls - number of calls that were transferred to another Agent or to another queue,
- Number of tickets created - tickets that were created as part of a phone call,
- Number of callbacks - number of callbacks made within the Infoline queue,
- Average waiting time - average waiting time for an Agent to answer a call,
- Average call time - average duration of a conversation between a Customer and an Agent,
- SLA 20 seconds % - ratio of calls answered before 20 seconds to incoming calls,
- Answered calls % - determines what percentage of incoming calls are calls answered by Agents,
- Number of unique calls - number of incoming calls from different phone numbers,
- First Contact Resolution (FCR) - ratio of unique calls to incoming calls.