Reports catalogue folders

Transcription

1 2015 v2

2 PAGE 2 The Reports Catalogue is a repository of report templates that provide a starting point and recommended reports. These reports can be found in the following folders: 1. Detailed Call Activity 2. Extension Activity 3. Customer Activity 4. Incoming Analytics 5. Exception Reports Reports catalogue folders Detailed Call Activity This folder contains interval reports based on daily, half-hourly, hourly and monthly call activity so users can determine which periods are busiest for the business. Daily Call Activity This report displays brief call information such as number of outgoing and incoming calls etc. over a period of 24 hours. The Summary tab displays the total calls, total missed, total internal and total calls by direction (outgoing and incoming). Half-Hourly Call Activity This report displays a breakdown of calls in periods of 30 minute intervals. The Summary tab displays the total calls, total missed, total internal and total calls by direction (outgoing and incoming). Users can view this report to see which periods of the day are busiest as the report displays a breakdown of calls in periods of 30 minute intervals.

3 PAGE 3 Hourly Call Activity by Extension This report displays brief call information on each extension over periods of 60 minutes. The Summary tab displays the total calls, total missed, total internal and total calls by direction (outgoing and incoming). Users can use this report to determine which periods of the day are busiest with the extensions included as this report provides information on calls over periods of 60 minute intervals per extension. Hourly Call Activity This report displays call information such as total outgoing and incoming calls over periods of 60 minutes. The Summary tab displays the total calls, total missed, total internal and total calls by direction (outgoing and incoming). Users can use this report to see which hours of the day are busiest as the report provides information on calls over periods of 60 minute intervals. List Calls by Date This report displays a breakdown of all calls for all extensions providing you information such as duration of call, area and ring time. Users can use this report to see the exact call flow. For example users can see from when the call was answered by the receptionist, which agent the call was transferred to and what agent the call ended on. Monthly Call Activity This report displays brief call information such as total calls, total missed calls and average talk time on a monthly basis. The Summary tab displays the total calls, total missed, total internal and total calls by direction (outgoing and incoming). The report can be analysed by users to identify which months of the year are busiest.

4 PAGE 4 Extension Activity This folder contains reports based on the performance of individual extensions and the groups they are part off such as cost centre, department and division. Costcentre Call Activity This report displays detailed activity information of extensions grouped by cost centre. The Summary tab displays the total calls, total missed and total calls by direction (outgoing and incoming). Users can view this report to see which costcentres are busiest within the business. Department Call Activity This report shows brief call information such as total calls, average talk time and direction of call for each department. The Summary tab displays the total calls, total missed and total calls by direction (outgoing and incoming). This report can be viewed by users to see which departments are busiest within the business. Division Call Activity This report shows brief call information such as total calls, average talk time and direction of call for each division. The Summary tab displays the total calls, total missed and total calls by direction (outgoing and incoming). Users can use this report to see the efficiency with each division within the business. Extension Call Activity This report displays a summary of calls for every extension. The report provides information on total calls, average talk time and number of missed calls for each extension. The Summary tab displays the total calls, total missed and total calls by direction (outgoing and incoming). Users can see how efficient extensions a within the business are.

5 PAGE 5 Itemised Calls by Extension This report displays detailed list of calls for every extension. The report provides detailed information on every call that an extension has made or received such as the date/time, duration, number etc. The Summary tab displays the total calls and total duration across all extensions. This report can be used to view the exact call flow. For example, users can see if the call has been transferred to another extension and which extensions have missed calls within the business. Customer Activity This folder contains reports based on the customer contacts that have been imported from the configuration section of the product. Customer contacts can be added in the configuration section under customer folder, customer directory. Calls Grouped by Customer This report displays a summary of call information for customer contacts such as number, contact name and total number of calls for each customer. The Summary tab displays the total calls and total calls by direction (outgoing and incoming). Users are able to see how frequently customers have called into the business and if they are having repeated business with them. Itemised Calls by Customer This report displays detailed call information from customer contacts such as number, contact name, extension that has taken the call and duration. The Summary tab displays the total calls, total duration of calls and average duration. Users are able to view the call flow for each customer contact. For example, users can see who the call was answered by, if the call was transferred to another extension and which extension completed the call. Incoming Analytics This folder contains reports that can be accessed by users to see their incoming call statistics such as their target response time, grade of service and the percentages of missed and answered within the target response time for the day. Missed call reports are also available under this section. Call Response Analysis This report displays call information for hourly intervals. The report provides detailed information such as total calls answered in target time, percentage of calls missed and grade of service. The Summary tab displays the total calls offered (including missed calls), total missed, total calls answered within the target response time upon total calls offered (GOS), percentage of calls answered within the target response time over total calls answered (PCA) and percentage of call lost.

6 PAGE 6 This report can be used to determine the call response for all agents within the business per hour. Users can see the total calls offered to the business and whether the calls have been answered within the target response time set by the business or if any calls have been missed. The target response time can be set through the configuration section > system settings folder > system settings. Target Response Time this is a threshold period within which an agent must answer the call for good customer service. Grade of Service (GOS) total calls answered within the target response time upon total calls offered. Percentage Answered Percentage of calls answered within the target response time over total calls answered for the day. Caller Tolerance This report displays the waiting time in seconds for customers and calls lost. The report provides an insight on the peak times (ringtime in seconds) for losing a call. Users can add a comfort message for customers at these peak times and cut down on their lost calls. Detailed Unreturned Missed Calls This report will show all missed calls that have not been returned. The report shows brief information such as extension, date and time the call came. As there are many busy periods for businesses where agents are unable to answer all calls, this report highlights the calls that have been missed, which extension missed the call and how long the customer waited before abandoning the call (ring time). Users can use this report to return any calls that have been missed within the business thus improving business efficiency. Once the call has been returned by the agent then it will be cleared from the report. Itemised Calls by Campaign This report allows you to see the total calls and longest ring time for every DDI. The report provides detailed information on the DDI name, extension that has taken the call, call date/time and ring time. Many DDIs can be grouped together to form a Campaign. Users can use this report to see the flow of each call that has come into individual DDIs grouped by campaigns.

7 PAGE 7 Itemised Calls by DDI This report displays detailed call information on each DDI such as DDI name, extension that has taken the call and duration of call. The summary tab displays the total calls and total duration of calls. Users can use this report to see the flow of each call that has come into individual DDIs. Missed Calls This report displays brief information of unanswered calls such as the extension that the call came to and ring time. The Summary tab displays the total calls and average ringtime of all calls.as there are many busy periods for businesses where agents are unable to answer all calls, this report shows the calls that have been missed, which extension missed the call and how long the customer waited before abandoning the call (ring time). Overall Call Activity by Campaign This report displays brief call information such as number of calls answered within the target time; total calls, percentage of calls lost and average talk time. The Summary tab displays the total calls offered (including missed calls), total missed, total calls answered within the target response time upon total calls offered (GOS), percentage of calls answered within the target response time over total calls answered (PCA) and percentage of call missed. This report can be used to determine the call response for all agents within the DDI Campaign. Overall Call Activity by DDI This report displays brief call information such as number of calls answered within the target time; total calls, percentage of calls lost and average talk time. The Summary tab displays the total calls offered (including missed calls), total missed, total calls answered within the target response time upon total calls offered (GOS), percentage of calls answered within the target response time over total calls answered (PCA) and percentage of call missed. This report can be used to view the call response for individual DDIs.

8 PAGE 8 Unreturned Missed Calls by CLI This report shows all missed calls that have not been returned by any agent. The report simply shows the total number of unanswered calls for each CLI. Users can use this report to return any calls that have been missed within the business thus improving business efficiency. Exception Reports This folder contains additional reports users can use to see information ordered by certain columns such as duration, area code and area. List Calls by Duration This report displays a breakdown of all calls for all extensions descending by highest duration. The summary tab allows users to see the call with the highest call duration and username who has taken the call. Overall Call Activity by Area Code This report displays call information grouped by area code and the summary tab shows users the area with the highest number of calls. Users are able to view the total calls made to and from specific areas. Overall Activity by Area This report displays call information on total calls, direction of call and duration of calls ordered by area. The summary tab shows the area with the highest number of calls. Users can use this report to view total calls made to and from a specific destination e.g. local and national calls.