Dynamic "Click-to-Change" Report Structure
Reports are structured in a way that's intended to give users a high level of viewing flexibility. Within the Statistics section, elements such as cards and graph data are clickable. Clicking a a point on the graph will change the data which displays in the logs below, while clicking a stat card will change what displays within both logs and graphs.
Filter to View Inbound & Outbound
A filter must be applied to view only inbound or only outbound calls. Click into the box which instructs us to
Select call direction... and check either Inbound or Outbound, according to the use case. Apply the filter by clicking the blue
Apply button near the top of the page.
Top-Down Report Flow
Moving from the top to the bottom of each report, data is presented in order from broad to more specific. Selecting one of the four report types at the top of the page, applying various filters, and clicking any of the elements in the Statistics section will individuate the information which displays. In this way, we can instantly and easily organize unique reports for various business purposes.
Visually Compare Data
Graphs make it easy to view the changes in data over time. Dots marked in blue represent data from the current period. The simple but clickable design allows us to compare the line graph of the current business period against the previous period, marked in gray.
Page Elements Explained
Report Types (very top of page)
Click one of the four headers to choose the primary type of report to display:
All report types will have the same page elements, but each type will have its own focus. Filters and Statistics options might be expanded or limited, depending on the report type chosen. For example, the SMS report does not feature a Stat Card for Average Total Talk Time, because this metric is not relevant for a report based on SMS data.
Filters (top of selected report)
Filters are designed to make it easier to view only the information which is most relevant. After selecting or changing options in one of the filter fields, remember to click the blue
* = filter only present in some report types
Search (Group | Agent) *
Show only data attached to this group/agent
Show only data from the time period selected, or from the "Absolute date" period entered
Note: Data which was gathered before the implementation of Analytics 2.0 can only be tracked and calculated using the old Statistics page, via the Dashboard
Contact Name *
Show only data relating to this contact
Select tags *
Show only data with the selected tag(s)
Show only data which came through the selected country or countries
Select call ratings *
Show only data for calls which received the selected rating(s)
Type in external number
Show only data connected to the external number which was entered using international format:
Select call direction *
Select internal number
Show only data connected to the internal number chosen
Type in Call ID *
Show only data associated with the call ID entered
Statistics or Stat Cards display various data measurements. They are cumulative for the time period chosen, meaning they will include or add together all the data from within the chosen Date (see above).
Note: Visibility of cards listed below will vary by report type.
amount of calls made/taken by the group or agent
Avg. total talk time
average total time group or agent talked to customers, not including hold/wait time or after-call work
calls below the set threshold time (e.g., if threshold == 30s, any call < 30s will count)
Total answered calls
inbound calls answered by agent or group
Avg. after call work time
average of the time spent by group/agent on after-call work tasks
Outbound call success rate
percentage of outbound group calls which were answered
Avg. answer time
average time taken by agent/group to pick up a ringing call (not including time in IVR)
calls which rang for the group/agent but were not picked up (...if ringing time < 5s, the call will not register as Missed)
Outbound call attempts
total calls dialed by the group, regardless of connection success
calls dialed by the group which were successfully connected
Avg. time between calls
average time spent by an agent/group agent between calls, not including after-call work
total SMS messages sent within the time period
total SMS messages received within the time period
Avg. handle time
average time an agent/group agent spends one one call, including hold time and after-call work
Graphs show a visual representation of whichever Stat Card is selected. For example, when the Total Calls card is highlighted, we will see a line graph in which each clickable dot represents a call which occurred. The y-axis would mark call numbers and the x-axis would mark the times by Hour, Day, Week, or Month, depending which button was toggled above the graph.
Remember that graphs can be specified even further by applying filters at the top of each report page. So if, for example, we only wanted to see a graph of the Total Inbound Calls for a certain period, we could achieve this by first applying the Call direction filter, then clicking the Total Calls Stat Card.
Logs contain a more detailed snapshot of specific calls that came through an agent or group. For SMS reports, logs can track the pricing of SMS messages sent. The order which log data is sorted can be changed by clicking the name of a column to sort by ascending or descending according to that column.
Clicking the icon to view more about a call log reveals a dropdown with the Call ID and the option to view Call steps.
Clicking Call steps allows you to view the groups or agents a call passed through in its Call route.
Have more questions about analytics or another topic? Contact our Support team. We're always happy to help!