Monitoring and analysing calls: made easy. The essential productivity tool for operations with high call volume…
-An essential productivity tool for operations with high call volume-
Ideal for Industries, such as:
Telemarketing, Financial Firms, Online Retailers, Manufacturing, Call Centres, Real Estate Firm and many more.
Powered by Broadsoft, a world leader in Software applications. This application is an intuitive Call Analytics tool.
The Business Insight section enables inbound and outbound calls to be monitored via a pre-defined dashboard and a wallboard.
The reporting combines live tiles and reports to provide call information on the entire business.
The Dashboard shows Wallboards for quick access to regularly used statistics, enabling users to see real-time data and historical data.
The Standard Wallboard provides essential call information, like Total calls (outgoing and incoming). Overall business summary includes:
– Total Answered calls.
– Number of Unreturned calls.
– Amount of Missed calls.
– Grade of Service ( Defined as Total calls answered within the target response time over total calls offered).
Below the call summary tiles is more detailed call information on agents and DDIs, including talk time and total calls.
In this section, users can filter information by date/time, individual extensions, groups, Direct In-dial (aka DDI), or call type.
Extensions are automatically detected when a call is made. Once they are detected, the extension synchronises with the software, so there is no need to manually add usernames, cost centres, departments and divisions to an extension.
– Data is refreshed every 15 seconds.
– Full catalogue of reports.
– Scheduler available to schedule and email reports.
– Integrated Call Recording module available.
The Reports Catalogue has report templates that provide a wide range of reports: from Individual User to whole Departments (i.e. accounts, sales, support), from very detailed to broad overview.
While there are a wide range of reports, some of the most valuable are:
Extension Call Activity
This report displays a summary of call information by extension, to understand call activity by extension across the business. The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls. The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by extension/user, average talk time, average incoming and outgoing talk time and total talk time.
Cost Centre Call Activity
This report displays a summary of call information by cost centre to view which cost centres are busiest within the business.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls. The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by cost centre, including call destination type, average talk time, average incoming and outgoing talk time and total talk time.
Half-Hourly Call Activity
This report displays a summary of call information in periods of 30-minute intervals, including total, outgoingand incoming calls. This report is useful to show busy periods in the day.
This folder contains reports that can be accessed by users to see their incoming call statistics, such as target response time, grade of service and percentages missed/answered within the target response time for the day. Missed call reports are also available in this section.
This report displays customer waiting time in seconds and total calls lost. The report provides insight on how long a customer is prepared to wait for their call to be answered. Users can add a comfort message for customers at these peak times to cut down on lost calls.
This folder contains reports that display call information on area code and destination.
Area Code Call Activity
This report displays call information grouped by area code. The report summary shows the area with the highest number of calls. The report details table displays a breakdown of total calls and total duration by area code and includes outgoing/incoming calls and average duration.
Destination Call Activity
This report displays call information on total calls and duration by destination. This report is useful to view total calls made to and from a specific destination e.g. local and national calls.
The report summary highlights the area with the highest number of calls. The report details table displays a breakdown of total calls and total duration by area and includes outgoing/incoming calls and average duration.
Call Response Analysis
This report displays call information for hourly intervals. The report provides detailed information such as total calls answered in target time, percentage of calls missed and grade of service. This report can be used to determine the call response for agents within the business by hour. Users can see the total calls offered to the business and whether the calls have been answered within the target answer time or if any calls have been missed.
– Target Answer Time: This is a threshold period within which an agent must answer the call to achieve good customer service. The target answer time can be set in configuration > system settings > target answer time.
– Grade of Service (GOS): the calculation of Total calls answered within the target response time over total calls offered.
– Percentage Calls Answered (PCA): The percentage of calls answered within the target response time over total calls answered for the day.
Other sections, such as Quick Reports, will show information such as:
-Hourly Call Activity: An overview of call information, such as total outgoing and incoming calls, over a period of 60 minutes.
-Daily Call Activity: An overview of call information, such as number of outgoing and incoming calls, average talk time and missed calls, over a period of a day.
-Extension Call Activity: A summary of calls for each extension, including total calls, average talk time and number of missed calls by extension.
-Overall Activity by DDI: A summary of calls for each DDI, including DDI name, DDI group name, total calls answered and total missed.
-Missed Calls: A summary of unanswered calls by extension, including time, date and ring time.
-List Calls by Date: A breakdown of all calls for all extensions, including duration of call, destination and ring time.
-Unreturned Missed Calls by Caller ID: A list of missed calls that have not been returned.
Whether you are looking to increase productivity, analyse data for reports, or working on performance reviews, this is a great tool to have.
There are various options available to your company’s needs and goals.
For more information Contact Us at firstname.lastname@example.org or 1300 447 266 – Option 2