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Reports are an easy way to analyze your team’s performance and decipher your business’s growth. Freshcaller has some curated reports to help you get started. But if you want to create an entirely new report, you can do that too.
Here’s how you create one:
Login as an Admin, Account admin or Supervisor into your Freshcaller account.
Go to Reports > New Report
On the overlay that comes up, type in the name of your report and set the privacy, i.e. whether you want the report to be visible to everyone in your team or not.
Once you click Create, your report canvas opens up.
Before you go any further, you need to know the different elements in a report.
These are the individual smaller charts that make up your report. You can choose how to visualize your data using a widget.
A set of related widgets put together make up your report. A report gives you the bigger picture by drawing insights from each of these widgets.
Call volume analysis is the report in the image below while Call volume trend by month is the widget that contributes to a part of the bigger picture.
So now to create a report,
Pick a widget that works best to represent your metric from the set of widgets available under the Report widgets section on your right. You can also take help of the search bar.
Drag the widget that you want and drop it to the empty canvas that’s on the left.
Let’s say you’ve picked the Total call grouped by Type from the listed widgets. But let’s say you want to see the Average calls grouped by type instead of total calls. You can edit the widget accordingly.
Double click on the report or just hover over the widget and choose Edit.
You can now edit the metrics that you want. For ex, you can change showing: Total calls to showing: Avg, Max, Min, Sum of the metrics that you want.
You can also filter the data further using the filter icon seen on the top right corner.
There are two levels at which you can filter data.
Data range: You can define the scope and range of data that you want your reports to show. You can define the
Date and Time fields: The time period that you’d want to analyse. i.e a specific month, week, year, etc.
Properties: These are the different metrics on which a call can be analysed.
What it means?
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.
For ex: To analyse calls that took really long to be completed, you can filter by
Duration - greater than - 15 - mins.
The total time that a call was put on hold/wait.
For ex: Hold time - greater than or equal to - 10 - mins
Calls that were made and received from a number that had specific digits.
For ex: Number includes +243
Incoming or outgoing calls
Abandoned, completed, no-answer, voicemail, etc
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.
= Talk time + Hold time + ACW
The number of transferred calls.
For ex: Transferred - lesser than - 10
= IVR time + Wait queue time
The specific point of the call journey where the call was abandoned by the customer - while in IVR, Call queue, Ringing or Wait queue.
For ex: Abandonment reason - includes - Abandoned(IVR)
All abandoned calls that were abandoned in less than 5 seconds.
For ex: Short abandon is true
Total time of the call spent on an IVR menu.
All calls that were made or received for a customer’s number with a specific set of digits.
Calls that come during your business’s typical working hours.
For ex: Business Hours - is/is not - true/false
Speed to answer
The time taken to answer(pick) a call.
For ex: Speed to answer - greater than or equal to - 3 - minutes.
Associations: The group of people that you want your reports data to represent. i.e. Agents, Teams or Queues.
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.
You also have the option of choosing the type of chart that you want from the chart thumbnails available on the top right corner of the chart.
You can further drill down the data on some sections of the chart by hovering over them and grouping them by specific metrics too.
You can also analyze your data in a tabular format from the Show Tabular data section right below the chart.
You can edit the tables to show metrics of your choice, reorder the columns, resize the width of the columns and much more.
Ex: Let’s say you want to see the call distribution by teams for the last 30 days.
And while applying the Type filter, if you don’t see Abandoned calls listed, it means for the last 30 days there were no abandoned calls. These reports are intelligent enough to list only the conditions which have some data around them.