Available plans: Garden, Estate
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:
Who can create custom reports?
A supervisor, admin or account admin can create custom reports.
How to create custom reports?
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.
Double click on the report or just hover over the widget and choose Edit.
You can further customize the way the data is displayed by clicking on configure, for example you can change the total calls to be displayed in terms of percentage.
- You also have the option of choosing the type of chart that you want from the ‘chart type’ drop down box.
- 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 and also resize the width of the columns.
Depending on the widget you have chosen you will be able to customize the metric to showcase the data you require. For example, if you choose the ‘average wait time of calls’ widget, you can customize the data to display maximum, minimum or sum.
Click on apply to save your settings.
- You can also filter the data further by clicking on the ‘add filter’ button.
- By default it would have been filtered for a time period of 30 days, click on ‘Add filter’ to add a new filter.
- You can filter based on numerous metrics, given below is the complete list of metrics based on which you can filter —
What does it mean?
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.
The total time that a call was put on hold/wait.
Calls that were made and received from a number that had specific digits.
Incoming or outgoing calls
Abandoned, completed, no-answer, voicemail, etc
Talk time + Hold time + ACW
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.
The number of transferred calls.
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.
All abandoned calls that were abandoned within the short abandon time period.
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.
The specific time period for which you want the report to be generated — last week, month, quarter, year or custom.
Filter calls based on whether they arrived during or after your business hours.
Speed to answer
The time taken to answer(pick) a call.
View all your calls from a certain company.
Whether the call transfer was cold or warm
Service level breached
Filter based on whether the service level was breached or met.
View all calls belonging to a certain queue.
Filter calls based on the team that handled it.
View all calls that were attended by a certain agent.
- While applying filter you can choose to match either all or any of the filters. If you choose to match ‘all’ then only those calls which meet all your filters will be shown, if you choose ‘any’ then calls which meet any one of your filters will be shown.
- You can also switch between either Advanced or Basic filters. By default, basic filters are selected.
- Notice the AND in every filter this means that only calls that meet every filter would be displayed, you can change the match ‘all’ to ‘any’ this would change AND to OR meaning that calls that meet any of the filters will be displayed.
- The main advantage will advanced filters is that you can add filter groups, click on the ‘Add filter group’ button to add a new filter group.
- Notice the ‘AND’ connecting two filter groups, you can change this to ‘OR’ by changing the match ‘all’ to ‘any’. AND means only calls that meet the criteria of both the filter groups will be displayed, OR means calls that meet the criteria of any of the filter groups will be displayed.
- Click on apply to save your filter.
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.