Call reporting

Effortlessly monitor and analyse your contact centre’s performance by tracking 17 key performance indicators (KPIs), such as the number of waiting calls, average waiting time, abandoned rate, and service level agreement (SLA) adherence. These KPIs provide valuable insights into the efficiency and effectiveness of your contact centre, allowing you to make data-driven decisions to improve performance.

All these KPIs are automatically calculated in real-time, so you can keep track of them as they happen. You can also view data on a daily, weekly, or monthly basis, depending on your reporting needs. This flexible reporting allows you to gain a better understanding of your contact centre’s performance over time and identify trends that can help you optimise your operations.

By keeping track of these KPIs, you can also ensure that you are meeting your SLAs and delivering high-quality service to your customers. This can help to build customer loyalty and increase customer satisfaction.

Effortlessly monitor the availability of your agents with the help of an intuitive colour-coded status indicator. Quickly check the status of each agent, and determine whether they are available, busy, away, or offline. With just a glance, you can easily identify which agents are free and ready to take on new tasks.

Take control of your agents’ work status with a simple click. Whether you want to log them in, log them out, or pause and unpause their work, you can do so with ease. This allows you to efficiently manage your agents’ schedules and ensure that they are handling their workload in the most productive manner possible.

By using these tools, you can keep your contact centre running smoothly and ensure that your agents are always available and ready to provide the best service possible to your customers.

Easily keep track of your dynamic queue traffic with a quick glance by utilising separate call lists and a clear display of call details such as caller ID, ringing time, talk duration, and more.

With separate call lists, you can organise and prioritise your queue traffic based on the type of call or the urgency of the matter. This allows you to easily differentiate between different types of calls and respond to them appropriately.

A clear display of call details provides you with all the necessary information you need to manage your queue effectively. You can quickly identify the caller and determine how long they have been waiting to be answered. This information can help you to better manage your agents’ time and ensure that customers receive timely and efficient service.

With Ring Group Statistics, you can gain a deeper understanding of how your ring groups are performing and make data-driven decisions to improve their efficiency and effectiveness.

Ring Group Statistics can provide information such as the number of calls received by each ring group, the average time it takes for calls to be answered, and the number of abandoned calls. This information can help you identify which ring groups are performing well and which ones may need improvements. For example, if you notice that a particular ring group is receiving a high number of abandoned calls, you may want to consider increasing the number of agents in that group or adjusting the routing rules to distribute calls more evenly.

Ring Group Statistics can help you optimise the performance of your agents. By analysing which agents are receiving the most calls and which ones are answering calls the quickest, you can identify top-performing agents and share best practices across the team. You can also identify areas where individual agents may need additional training or support.

By leveraging Ring Group Statistics, you can gain a comprehensive view of your contact centre’s ring groups and take actions to improve their performance. This can lead to better call routing, improved agent productivity, and increased customer satisfaction.

In today’s competitive business landscape, delivering exceptional customer service is critical to maintaining customer loyalty and growing your business. That’s why it’s essential to provide your agents with the tools and resources they need to continually improve and grow their skills.

One of the most effective ways to facilitate the growth and improvement of your agents is by providing them with valuable insights extracted from detailed post-call surveys and customer satisfaction reports. By collecting feedback from customers, you can gain valuable insights into the strengths and weaknesses of your agents, identify areas for improvement, and create a plan for professional development.

By facilitating the growth and improvement of your agents, you can enhance the customer experience, increase customer loyalty, and improve overall business performance. With the right tools and resources in place, you can help your agents reach their full potential and drive business success.

Analysing data is essential to any business, as it helps to identify trends, patterns, and opportunities for improvement. However, manually generating reports can be time-consuming and can take your team away from other important tasks. That’s why automating reports is a great way to save time and resources while still gaining valuable insights into your business.

Automating reports also ensures that your team has access to the most up-to-date information at all times, allowing them to make informed decisions in a timely manner. This can be especially important in fast-paced industries where decisions need to be made quickly to stay ahead of the competition.

Overall, setting up recurring reports to be automatically generated is a smart way to streamline your reporting process, save time, and ensure that your team has access to the most up-to-date and accurate information.