Part 7. Reports
In this part you will see several reports and learn how you can interpret them.
Reports allow you to monitor agents work, track infoline parameters and also they provide information about course of conversations, chats and campaigns. Thanks to reports you will know for example how many calls were missed by the agents, how long the conversations lasted and how long the agent was on breaks.
1. Inbound reports
Let's look at the reports available on the infoline. You will find them in the Reports → Inbound → Primary reports.
We selected two reports that will show you important information and allow you to have an insight into inbound calls.
Before we start let's see what is the meaning of specific inbound parameters.
Expanded list Report contains tens of reports that allow you to gather information about inbound calls.
The list Grouping allows you to group data for different time periods:
- SUM - shows the sum of data for selected queues in the appropriate time period
- Month - grouping by months
- Week - grouping by weeks
- Day - grouping by days
- Hour - grouping by hours with day to day separations indicated in the range "from-till"
- Day hour - shows how data is distributed in particular hours for the whole range "from-till"
On the list Agent you can select agents for which you want to see data.
On the list Queue you select the queues for which you want to see data. After checking the option "ALL" you'll see sum of data for all queues. Selecting an option will cause summing up of data in the each queues.
The fields from-till allow you to specify the time period for which you want to see the data.
Let's start. Select:
- Report: Average call time that shows you how many connections were in particular queues and what was their average time
- Grouping: SUM
- Queue: check all queues (uncheck option "ALL")
- from-till - select one month, covering your trial period
The system will generate a following report:
Wee can notice that in queue "callcenterpl" there were 202 connections in the chosen period. The average call time was 5 minutes and 14 seconds. There are visibly less calls in the Thulium queue. These conversations were also much shorter.
Let's take a closer look at the agents' work. Change:
- Queues: check "thulium" queue box
- Agent: check all active agents boxes
We'll be presented with following:
We see that Tomasz handled the most conncetions, but his average call time was much shorter than Marcin's. We can listen to conversations of these people to find out what the quality of these consultants work looks like. it is also noticeable that two agents exhibit significantly lower activity. Maybe they are just learning or they are the second line of support in these queues. Pay more attention to their work.
By choosing day-hour grouping you will check in which hours the most calls are received. This data allows you to see in which hours we need more, and in which less available consultants. For example, we can take decisions about moving the break for later.
Through modification of parameters you can get different information. Perhaps, in the trial period you don't have much data for analysis, but we encourage you to keep an on them.
The report Number of calls missed by agents shows how many unanswered calls were in different queues.
In the report parameters choose:
- Grouping: month
- Queue: thulium
- Agent: we want to check all active agents so we check the field: Active and checkbo on the line: Number and Surname to select all agents
The following report will appear:
From the previous report we remember that Tomasz received the most calls. Here, we can see that he has got only one missed call. he must be a good employee.
All data must be considered in the context of our business and knowledge about obligations of our consultants. The context allows to understand the reason for the large number of missed calls. Perhaps the employee is not working very well or he has got too many activities and is unable to answer all calls.
The report pertaining to tickets you will find in Report → Tickets → Primary reports.
The reports show for example: number of tickets in the system, handling time of tickets and the number of tickets closed/open/at particular completion stage.
Let's see report: Time to close a ticket.
We chose a grouping by week, "Sales Department" category and range of time: 1-28 th February
We get information about of tickets in the sales department in the particular week and the time of closing including minimum, average and maximum time. If closing the ticket took too long you can see what is was about and what problem the customer was having.
Thanks to the campaign report you can evaluate the effectiveness of telemarketing activities. Also, you will get to know how many calls were made during the campaign and by every agent and how long they lasted.
The campaign reports can be found in the Administration → Campaing → Status report.
In the filters select the following parameters:
- Campaign: select the one that you want to analyze
- Report: Statuses
- Grouping: SUM
- Date: choose the period that you interested in (you have only have data during the trial period)
You will see the results of the campaign. There is a list of statuses at which (at this moment) the conversations with customers ended. In case of 235 records (or 21,8% of all records) after conversations they were given status "not interested", while two were given status "sale" (0,2% of all records).
If you want to see which of our agents has made the sale, we choose the status and active agents in the filters:
- Last agent (the one who last spoke with client): All agents
- Status: sale
We see that both sales were made by a user named Tomasz Kowalczyk.
Let's see now a quantitative report. Suppose we are interested in seeing how many agents were interviewed and how long the interviews were.
In Report tab choose Campaign → Primary reports.
In the drop-down list select Average call time. Choose the appropriate campaign, in grouping set SUM and check all active agents.
We will get the following report:
We see the list of agents which took part in this campaign. Also we see how many calls they made in the indicated period and what was their average time. Pay attention to extreme results. By clicking on the Quantity or Time column you can see this data set in increasing/decreasing order - it is easy way to catch such limit values. For long conversation you may want to look into an earlier report or recorded conversations to see if such conversations are successful. Perhaps the consultant is having trouble finishing the conversation, closing the sale, or simply pulling the conversation. In the system you have a lot of possibilities to check this information.
The chat reports you will find in Reports → Primary reports.
Our chat has a rating function that allows the customer (after chat) to rate the conversation. The rating is made by choosing one of three emoticons to which you can add a comment. This will allow you to see for example, what was the reason for a negative customer review and think about making improvements.
Chat reports also allow you to preview agents' conversations with customers for example, to see what problems they most often contact.
Part 7. Reports