Even though the reports and metrics that are most helpful differ from business to business, there are some reports that are most commonly used by phone teams across the globe. 


We have curated five such reports, built it out end to end with most relevant widgets and have given it as ready to use reports. 


You also have the flexibility of cloning and then editing these curated reports to suit your business needs or create an entirely new one from scratch.




All curated reports can be identified with a tag that reads Curated against the name of the report.


Before we get to the details of each of these reports, it’s important to know all the fields and parameters that you can customise the reports for. It will also give you context on the level of details that you can capture on your reports. 


  1. There are two levels at which you can filter data. 



  1. Data range: You can define the scope and range of data that you want your reports to show. You can define the 

    1. Date and Time fields: The time period that you’d want to analyse. i.e a specific month, week, year, etc. 

    2. Properties: These are the different metrics on which a call can be analysed.


Property

What it means?

Duration

The total duration of any call. It also includes IVR time, call transfer time, etc in addition to the duration of the call that an agent handles.

Hold time

The total time that a call was put on hold/wait.

Number

Calls that were made and received from a number that had specific digits.

Direction

Incoming or outgoing calls

Type

Abandoned, completed, no-answer, voicemail, etc

ACW time

After call work time is the time that the agent takes to fill in notes, add the details of the call, etc after he/she ends a call. 

Handle time

Talk time + Hold time + ACW

Transferred

The number of transferred calls.

Wait time

IVR time + Wait queue time

Abandonment reason

The specific point of the call journey where the call was abandoned by the  customer - while in IVR, Call queue, Ringing or Wait queue.

Short abandon

All abandoned calls that were abandoned in less than 5 seconds.

IVR time

Total time of the call spent on an IVR menu.

Customer number

All calls that were made or received for a customer’s number with a specific set of digits.

Business hours

Calls that come during your business’s typical working hours.

Speed to answer

The time taken to answer(pick) a call.


  1. Associations: The group of people that you want your reports data to represent. i.e. Agents, Teams or Queues
  2. Grouping: You can group or segment the data on certain parameters. You can group your data by a max. of 2 metrics. You can group by Date & Time, Properties and Associations similar to the general filtering. 


CURATED REPORTS


  1. Call analytics - Last 30 days

This report helps you have a 360 degree view of all activities related to calls made, received in the previous month.




This report represents the following metrics for a Time Period of last 30 days.

  • Total calls by status (Grouped by Type)

  • Average handle time (Grouped by Day of the week)

  • Call distribution by queues (Grouped by Queues)

  • Average IVR time (Grouped by Day of the week)

  • Average wait time (Grouped by Day of the week)

  • Answered vs missed transfers (Grouped by Day of the week and Type)

  • Longest wait time (Grouped by Day of the week)


  1. Call analytics - Last 7 days

This report has the same widgets and metrics as that of the Call analytics - Last 30 days report except for the time period (last 7 days).


  1. Call volume analysis

A huge bottleneck for most call centers is the volume of phone calls that needs to be handled everyday. This report has widgets that would help you get started in identifying such bottlenecks.



This report represents the following two sets of metrics for a Time Period of last 1 year.


Grouped by Direction:

  • Call volume trend by month 

  • Call volume trend by day of the month 

  • Call volume trend by day of the week 

  • Call volume trend by hour of the day 


Grouped by Type:

  • Call outcome by day of the week 

  • Call outcome by day of the month

  • Call outcome by hour of the day


  1. Agent performance - Last 30 days

The overall performance of your call center depends on the individual performance of your agents. This report gives you some handpicked widgets that’ll help you clearly identify agent-related bottlenecks and fix them at the earliest.



This report represents the following metrics for a Time Period of last 30 days.


  • Call distribution by agents (Grouped by Direction)

  • Unanswered calls by agents (Grouped by Type)

  • Speed of answer by agents 

  • Unanswered transfers by agents

  • Call distribution by groups (Grouped by Direction and Teams)

  • Handle time by agents

  • Hold time by agents

  • After call work time by agents


  1. Agent performance - Last 7 days

This report has the same widgets and metrics as that of the Agent performance - Last 30 days report except for the time period (last 7 days).