Understanding group call performance is essential for optimizing customer interactions and team productivity. With Analytics, you can track and evaluate key performance indicators to gain valuable insights into your team's effectiveness.
Navigating Group Reports
You can analyze call activity for specific teams or multiple groups by applying relevant filters.
Accessing the Group Report Dashboard
Open Analytics and select Group Report from the main menu.
Customizing Filters:
Use the Group filter to select one or more teams for evaluation.
Adjust settings for Call direction (Inbound, Outbound, or Both) and define the time period (Last Month, Weekly, or Custom Range).
Additional filter options include:
Contact name - Filter by specific contact interactions.
Tags - View calls categorized under specific tags.
Countries - Filter by geographical location of calls.
Call rating - Analyze performance based on call feedback.
External number - Filter calls made or received from external numbers.
Internal number - Focus on internal call interactions.
Reviewing Key Metrics:
Once filters are applied, insights will be displayed in stat cards and interactive graphs.
Key statistics include:
Total calls made
Short outbound calls
Answered inbound calls
Missed inbound calls
Average handle time
Average talk time
Success rate of outbound calls
Agent-wise call distribution
Analyzing Call Breakdown:
Scroll down for a detailed summary of total calls per group or agent.
Compare metrics like call volume, handling duration, and short call frequency.
Expand individual agent statistics for further insights.
Saving & Exporting Data:
Click the Export button to download reports in CSV or PDF format.
Exported files include additional data points for record-keeping and performance tracking.
Visualizing Call Trends
The Analytics dashboard provides graphical representations of call patterns over different timeframes. By comparing historical and current data, managers can identify trends, measure improvements, and make data-driven decisions.
Have more questions? Reach out to our Support team. We're always happy to help!