Reporting Guide Release Date: December 2016

Transcription

1 Reporting Guide Release Date: December 2016

2 OVERVIEW The new Velocify Dial-IQ Reporting provides an easy and intuitive way for you to make quicker, more informed decisions on your team s call activities. Out of the gate, Reporting is a fully-integrated analytics solution that will provide a comprehensive view into Call History, User Activity, and User Detail with more reports being added in future releases. Please note, the new reports will replace the existing Call Activity Summary and User Call Activity reports as soon as the update is live. CALL HISTORY The Call History report provides a time-sorted list of call segments for groups over a period of time. A single call could have one or more call segments where a seller (the user of the system) interacts with a prospect (the person who received or made a call into the system). The Call History report also provides a set of summary statistics, which provide totals and/or additional insight from the aggregation of the report s data. Different Views of Call History Report: Based on Call Type (Inbound, Outbound, transfers), there are different views and aggregation widgets of the reports. 1. All Calls 2 Winter 2016 New UI User Guide

3 2. Inbound 3. Outbound 4. Call Segment (Transfer) 3 Winter 2016 New UI User Guide

4 Widgets Call Type Widget Center Number Circle Segment All Total Calls Total calls including Inbound (route to owner, distributed and redirected) and Outbound based on Origin All Inbound Calls Total of all Inbound Calls (route to owner, distributed, redirected) All Outbound Calls Total Outbound Calls (including transfers based on the call results) All Conversation Duration (hrs) Total conversation time as a fraction of hours. E.g. 90 mins = 1.50 hrs Outbound Conversations (>60 sec) Total count of conversations (duration > 60sec) Call Segment Transfers Total number of transfers (received and initiated) Inbound Inbound Routing Total number of Inbound Calls (route to owner, distributed, redirected) Inbound Inbound Distribution Total Inbound Calls (including transfers based on the call results) Inbound Wait Time (minutes) Total Wait Time in minutes (rolled up) Answered Unanswered Abandoned Connected Not Connected Over 60 sec (will match with the center number) Under 60 sec Received Initiated Route to Owner Distribution Redirected Answered Unanswered Abandoned Total Wait Time Longest Wait Time Average Wait Time 4 Winter 2016 New UI User Guide

5 USER ACTIVITY SUMMARY The User Summary Report provides summary data for all users in All groups, or All users in a specific group. In this report, each User has one row of aggregate data such as total talk time, average call duration et al over a period of time. Different Views of User Activity Summary Report: There is only one view of this report. Widgets Total Calls Inbound Calls Widget Center Number Circle Segment Total calls including Inbound (route to owner, distributed and redirected) and Outbound based on Origin Total of all Inbound Calls (route to owner, distributed, redirected) Answered Unanswered Abandoned Outbound Calls Total Outbound Calls Connected Not Connected Conversation Duration (hrs) Transfers Total conversation time as a fraction of hours. E.g. 90 mins = 1.50 hrs Total number of transfers (received and initiated) Received Initiated 5 Winter 2016 New UI User Guide

6 USER DETAILS It gives the ability to pick a time period and access information for all the leads that the User worked on. Just like for Call History Report, the summary statistics are presented based on the result set identified by the filters and search. Different Views of User Activity Summary Report: There is only one view of this report. Widgets Total Calls Widget Center Number Circle Segment Total calls including Inbound (route to owner, distributed and redirected) and Outbound based on Origin Conversations (>60 sec) Total count of conversations (duration > 60sec) Conversation Duration (hrs) Total conversation time as a fraction of hours. E.g. 90 mins = 1.50 hrs Over 60 sec (will match the center number) Under 60 sec Now that you have an overview of the new reporting, we invite you to watch our How-To videos: Call History Report User Activity Summary Report User Detail Report 6 Winter 2016 New UI User Guide