Reports
Team Dashboard's Reporting feature provides a lot of important analytical information and helps you find answers to questions that are important to you.
Read more about what the report is in the Using reports article.
1. Calls
1.1 Calls
- Summary of all Agent's calls for a certain period
1.2 Calls by Tags
- Calls summary with tags set during After Call Work
1.3 Call finish initiator
- Information on whether the Agent or Client finished the call
2. Inbound distribution
2.1. Inbound by Hour
- Peak hours of maximum and minimum workload for Agents
- Helps with efficient scheduling of Agents
2.2. Inbound by Day of Week
- Peak hours of maximum and minimum workload for Agents
- Assists in the distribution of Agent shifts depending on the day of the week
- Shows dependence of work efficiency on the day of the week
2.3. Inbound by Hours and Days of Week
- Agents' workload heatmap
- Helps to plan Agents' shifts depending on the workload during different weekdays and time of the day
2.4. Inbound by Location
- Pinpoints the country, region and city for incoming calls
- Shows dynamics and comparison of the number of incoming calls from different regions
- Assists in identifying the most promising regions for attracting clients
3. Inbound Service Level
3.1. Inbound Service Level
- SLA service level indicator for incoming calls - the proportion of incoming calls answered within the first 15 seconds (configurable period) of all incoming calls
- Average and maximum time the client waits for a response
3.2. Incoming Missed Calls Processing
- Shows the summary of calls missed by Agents and Teams
- Lists calls abandoned by Agents
3.3. Answered by Wait Time
- Assessment of the speed of processing incoming calls: the number of calls processed by Agents during the first 5 (10, 20, etc.) seconds
- Assists in planning the number of Agents and their work schedule to meet the required SLA service level targets
3.4. Abandoned by Wait Time
- Shows how quickly customers hang up without waiting for a response from the Agent
4. Outbound Performance
4.1. Outbound Performance
- Summary of successful outgoing calls made by Agents
- Shows average time Agents spend on each call (including waiting time for an answer and talking time)
- Lists the number of unique numbers processed by the Agent per day
4.2. Outbound Call Summary by Number Dialed
- All unique numbers called by Agents
- Call summary for every unique dialed number
- Time spent on calls to unique number
- Status and result of calls to unique number
5. Agents
5.1. Calls per Agent
- Comparison of Agents by general indicators
5.2. Outbound per Agent
- Compares Agents by the number and time spent on outbound calls, including calls to unique numbers
- Summary and percentage of successful outbound calls per Agent
- Average and maximum answer time and call duration
5.3. Availability per Agent
- Comparison of Agents by the number of shifts, the average time of one shift and the total working time for all shifts
- Shows time spent by Agents on calls, ACW and work breaks (lunch, bathroom, etc.)
5.4. Breaks per Agent
- Details of the type and duration of all Agent breaks (lunch, bathroom, training, technical difficulties, etc.)
- Total time Agents are away from the workplace
5.5. Occupancy per Agent
- Estimation of the total load on Agents: the share of working time spent on calls and ACW
- Assistance in planning the number and schedule of Agents to service the maximum number of incoming calls
5.6. Agent Time Spent per Status
- Comprehensive information about the time distribution of a particular Agent
- Time spent by the Agent in the Conversation, ACW, Break and Idle statuses
5.7. Timeline
- Shows all Agents' statuses during the day on a single graph
- Time spent by Agent in a chosen status
6. Asterisk
Reports based on data obtained from Asterisk PBX are described in detail in this article.