Reports allow you to analyze the performance of your team and business. This article provides details on the various options that allow you to effectively use reports.
Role/User Requirements: Admin, Supervisor, Account Admin
Creating a New Report
Freshcaller provides a set of curated reports to help you get started. However, if you want to create an entirely new report, you can do that too.
Note: You can create a custom report only if you have a Garden, Estate, or Forest plan.
To create a new report:
Log in to your Freshcaller account and click on the Reports icon from the left panel.
Click New Report.
Enter the report name and set the visibility. You can choose the report to be visible to everyone or only to you.
Click Create. When you click create, the following screen (work area) appears where you can drag and drop widgets, change the visualization, and organize the layout of your reports.
To add widgets, click on the Add widget icon on the left panel. Freshcaller provides three options to add widgets:
New: Create a report with own set of widgets using the available metrics. Select the type of visualization you want for the report.
Existing: Create reports using the set of widgets from existing reports.
Templates: Create a report using the default widgets. You can pick a widget that works best to represent your metrics.
Drag and drop the widget to the empty work area.
Hover over the widget to see additional options available.
Edit widget: Click this icon to edit the report. For more details, check the Editing Reports section below.
Edit style: Click this icon to change the widget style. For example, you can change the background color, border style, or width of the widget.
Click on the three dots to clone, change the visualization, order, or remove the widget.
Once you finish adding the necessary widgets, click Save.
Editing Reports and Widgets
A report is a collection of related widgets and gives you the bigger picture by drawing insights from each of these widgets. Freshcaller allows you to change the entire report at a time or edit individual widgets in a report,
Editing a Report
At a report level, you can:
- Change the format of all report/widgets to have a unified layout
- Apply the same filters across all widgets in a report for more profound insights
- Clone a report
- Remove/delete a report
To edit a report:
- Navigate to the Analytics Home page, and select the report you want to edit.
- To switch to the editing mode, click on the Viewing option on the top right corner.
- To change the format of all widgets at once, click on the format icon and select the layout of your choice. This will be applied to all the widgets in your report.
- To apply common filters to all the widgets at once, click on the filter icon. For more information on adding filters, see Applying Filters section below.
- To clone or delete the report, click on the report name and select Clone Report or Delete Report options.
Editing a Widget
To edit a widget:
- Navigate to the Analytics Home page, and select the report and the corresponding widget.
- Hover over the widget and click on the edit widget icon. The widget opens in the work area.
The various editing options available for a widget are:
- Rename/clone the widget
- Change the visualization of the widget
- Schedule the report widget
- Configuring the report metrics
- Applying Filters
- Changing the format
Configuring Widget Metrics
Click on the Configure icon to customize how the data is displayed. For example, the widget below shows the total number of calls by call type for the last 30 days.
Now, you can configure this widget to view the total number of calls along with the duration spent for each type of call. To do this, select the Duration metric. Additionally, you can also select how you want to view this data. That is if you want to view the sum, average, maximum, or minimum time spent for the calls. Once you finish the selection, click Apply.
View Underlying Data
To see the data in a tabular format, click on Show underlying data. Additionally, if you want to see more data, click on the settings icon. Select the columns you want to add to the table and click Apply.
Filters are dimensions or metrics that you can apply on a report or a widget to further drill-down the data represented. Freshcaller provides two sets of filters - Basic and Advanced. By default, all reports and widgets show you data for the last 30 days. This means a default filter of time period is in the last 30 days is applied to all reports and widgets.
The following table gives the detailed list of all filters available:
|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|
|Handle time||Talk time + Hold time + ACW|
|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.|
|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 within the short abandon time period.|
|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.|
|Time Period||The specific time period for which you want the report to be generated — last week, month, quarter, year or custom.|
|Business hours||Filter calls based on whether they arrived during or after your business hours.|
|Speed to answer||The time taken to answer(pick) a call.|
|Company Name||View all your calls from a certain company.|
|Transfer Type||Whether the call transfer was cold or warm|
|Service level breached||Filter based on whether the service level was breached or met.|
|Queues||View all calls belonging to a certain queue.|
|Teams||Filter calls based on the team that handled it.|
|Agents||View all calls that were attended by a certain agent.|
To add a filter:
- Select the widget or report for which you want to apply filters.
- Click on the filter icon form the left panel.
- You can see that by default, the basic filter is applied. Click on the Filters drop-down to switch to Advanced Filters.
- Select or enter the filters you want to apply. Additionally, from the Match drop-down, select the filter conditions to be matched. The conditions applicable are All and Any.Note the AND in each filter, this means only the data that meets all the filter options selected will be displayed in the report/widget. If you want to change the condition, select Any. This will show the results that meet any of the filters applied. To add more filters, click on the add filter icon.
- The biggest advantage of using advanced filters is that you can add filter groups. To do this, click on the ‘Add filter group’ option.
Example: Assume that you want to see the call distribution by teams for the last 30 days.
While applying the Type filter, if you do not see the Abandoned calls listed, this 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.