Im Folgenden finden Sie die Definitionen aller Werte innerhalb der Berichte.
Überblick:
Effizienzbericht des Agenten
Agentenreport
Agentenzusammenfassung
Alle Anrufe
Alle Verkäufe
Zusammenfassung der Gesprächsabbrüche
Effizienzbericht der Kampagne
Effizienzbericht der Kontaktliste
Anzahl der Anrufe (pro Tag)
Spalten |
Beschreibung/ Zusätzliche Info |
Name | Agentenname |
Anrufe | Anrufe sind die Summe aller Anrufe innerhalb des Zeitraums und Sponsor ist Kampagnensponsor. |
Hinweis: Anrufe beinhalten alle Anrufe (angenommene und unbeantwortete Anrufe). | |
Beantwortete Anrufe | Gleich wie alle Anrufe, aber es zählen nur Anrufe mit Status = "beantwortet" |
Hinweis: Beantwortete Anrufe sind diejenigen, die verbunden werden, egal wer den Anruf annimmt. Es kann ein Kunde sein, Voice-Mail / Anrufbeantworter | |
Durchgeführte Anrufe | Durchgeführte (abgeschlossene) Anrufe sind angenommene Anrufe, die nach einem stattgefundenem Anruf ausgeblendet / aus der Kontaktliste entfernt werden. Der Agent wird keine Rückfrage mehr zu diesem Kontakt tätigen. Der Agent wird diesen Kontakt nicht mehr zurückrufen. |
Abschlüsse | In diesem Bericht werden Abschlüsse auf der Grundlage des Anrufergebnisses "Verkauf" gezählt und nicht abhängig von Bestellungen. |
Erfolgsrate | |
Abschlüsse pro Stunde | |
Verkäufe (EUR) | Verkäufe: Basierend auf der Tabelle "Bestellungen und Produkte" in der Datenbank. Gesamtverkäufe = Produktmenge * Verkaufspreis. |
Produktmenge ist jeder Bestellung beigefügt | |
Der Verkaufspreis wird basierend auf der Summe des freien Preises gezählt, die der Agent bestimmt. | |
Wenn der Agent keinen neuen Preis festlegt, ist der Verkaufspreis die Summe des Verkaufspreises - des vom Admin festgelegten Standardpreises | |
Provision in EUR | Provision in EUR: gezählt basierend auf Provisionsanteil, Produktmenge und Provisionswerte in der Datenbank Bestellungen und Produkte. |
Formel: (Provision+ (Verkaufspreis * Provision/ 100)) * Produktmenge | |
Verkauf EUR/ Stunde | |
Gesprächszeit | Die Gesprächszeit wird gezählt, wenn der Anruf gestartet wird. Es beginnt, wenn der Anruf abgehoben wird und endet, wenn der Anruf aufgelegt wird. |
Prozessdauer | Die Prozessdauer zählt, wie lange das Anruffenster nach dem Trennen des Anrufs geöffnet ist (= Zeitstempel des Schließens des Anruffensters - Zeitstempel des Trennung der Verbindung), z.B. zum Bearbeiten von Informationen, E-Mail senden . |
Arbeitsdauer | Arbeitszeit = Gesamtzeit der Anmeldung (alle Aktivitäten inklusive Pausenzeit, Training, Mittagessen usw.) |
Dies schließt die Aktivitäten aus, die bis zum nächsten Tag dauern (in dem Fall, wenn der Agent hat vergessen, sich abzumelden) | |
Anrufzeit / Arbeitszeit | Anrufzeit / Arbeitszeit |
Spalten |
Beschreibung/ Zusätzliche Info |
Name | Agentenname |
First call started | Zeitstempel des ersten Anrufs durch den Agenten |
Last call ended | Zeitstempel des letzten Anrufs durch den Agenten |
Work time | Summe aller Aktivitäten (keine Pausen enthalten) |
Calls | Alle Anrufe |
Hinweis: Anrufe beinhalten alle Anrufe (angenommene und unbeantwortete Anrufe). | |
Answered | Beantwortete Anrufe |
Hinweis: Beantwortete Anrufe sind diejenigen, die angenommen werden, egal wer das Telefonat annimmt. Es kann ein Kunde sein, Voice-Mail / Anrufbeantworter | |
Call time | Ähnlich wie Gesprächszeit in diesem Bericht. Die Gesprächszeit wird gezählt, wenn der Anruf gestartet wird. Er beginnt also, wenn der Anruf abgenommen wird und endet, wenn der Anruf aufgelegt wird. |
Finalized | Durchgeführte Anrufe. |
Durchgeführte Anrufe sind angenommene Anrufe, die nach einem stattgefundenen Telefonanruf ausgeblendet / aus der Kontaktliste entfernt werden. Der Agent wird keinen Rückruf mehr zu diesem Kontakt tätigen. | |
Deals | Die Deals/Abschlüsse in diesem Bericht basieren auf Bestellungen (gleiche Daten beim Öffnen von Überblick> Aufträge) |
Deals per hour | Number of deals made per working hour. |
Deals per finalized | Number of deals made out of finalized calls. |
Spalten |
Beschreibung/ Zusätzliche Info |
Agent username | Agent's username. |
Name | Agent's name. |
Calling time (Hour) | Amount of hours the agent has called. |
All calls | All calls made by agent. |
Answered calls | All answered calls by agent. |
Unasnwered calls | All unaswered calls by agent. |
Finalized calls | All calls which agent has finalized (no more callback after this call). |
Deals | Number of deals made by agent. |
Over 5min calls | Amount of calls made by agent that lastet more than 5 mintues. |
Deals/Answered calls (%) | Deals as a percentage of answered calls. |
Deals/Finalized calls (%) | Deals as a percentage of finalized calls. |
Days logged in | Amount of days the agent has been logged in within the date range. |
Hours logged in | Amount of hours the agent has been logged in within the date range. |
Spalten |
Beschreibung/ Zusätzliche Info |
Company | Contact's company as found from contact card. |
Client | Contact's first & last name as found from contact card. |
Phone number | Contact's phone number to which the call was made. |
Date | Date on which the call was made. |
Time | Time at which the call was made. |
Agent | Agent that made the call. |
Campaign | Campaign from which the call was made. |
Contact list | Contact list which contained the contact card to which the call was made. |
Call result | Call ending reason used for the call. |
Discussion comment | Call comment(s) made by agent. |
Callback comment | Callback comment made for particular call. |
Address | Contact's address retrieved from the contact card. |
Postal code | Contact's postal code as entered in contact card. |
City | Contact's city as entered in contact card. |
Contact's e-mail address as entered in contact card. |
Spalten |
Beschreibung/ Zusätzliche Info |
Ordering time | Time the order was made. |
invoicing - First name | First name of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Last name | Last name of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Company | Company of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - VAT number | VAT number of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Title | Title of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - SSC | SSC of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Year of birth | Year of birth of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Address | Address of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Postal code | Postal code of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Country | Country of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - City | City of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - Phone number | Phone number of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - E-Mail | E-mail of person to be invoiced as entered in contact card in the "Order" fields. |
invoicing - WWW address | Website of person to be invoiced as entered in contact card in the "Order" fields. |
Agent office | Office of agent who made the deal. |
Agent name | Name of agent who made the deal. |
Agent username | Username of agent who made the deal. |
Campaign | Campaign from which the call was made via which the deal was made. |
Discussion comment | Call comment(s) made by agent. |
Order Comment | Comment(s) made by agent on the deal. |
Order's state | The state the order is, retrieved via Admin > Order states. |
invoicing - Other info 1 - 20 | Information filled-in in fields 1 to 20. |
delivery - First name | First name of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Last name | Last name of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Company | Company of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Title | Title of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Address | Address of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Postal code | Postal code of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - City | City of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - Phone number | Phone number of person to be invoiced as entered in contact card in the "Delivery" fields. |
delivery - E-Mail | E-Mail of person to be invoiced as entered in contact card in the "Delivery" fields. |
Call recording | Call recording of the phone call in which the deal was made. |
Voice receipt | Voice receipt made during the phone call in which the deal was made. |
Zusammenfassung der Gesprächsabbrüche
Spalten |
Beschreibung/ Zusätzliche Info |
Call result | Call ending reason from a call which was answered and the call ending reason was filled in. |
Count | Number of calls with the particular call ending reason. |
Average call length (minutes) | Average length of all answered calls made within the data set. |
Spalten |
Beschreibung/ Zusätzliche Info |
Name | Campaign name |
Calls | Count the number of calls based on unique ID of each call logged |
Answered calls | Count the total number of calls of which the call status is "answered" |
Finalized calls | Call result which results in the contact being called back from contactlist (exception of "callback"). |
Deals | Count calls with call status "answered" and call ending reason = "deal" |
Success rate | Deals / Finalized calls |
Deals per hour | Deals / Working Time |
Sales EUR | For each order made, take agent's freeprice first. |
Commission in EUR | Take product commission PLUS (sales*commission percent*quantity of orders) |
Sales EUR/h | Sales / Working Time |
If the agent doesn't set free price, then take order's salesprice. | |
If there's no price at all, then salesprice will be 0 | |
Talking time | Total talking time of each call log made. |
Handling time | Time between the agent ends the call and close the contact card. |
Handling time limited to 0 - 30 min | |
Working time | Take agent activity end time MINUS agent activity start time |
Calling time/working time | Talking Time/ Working Time |
Effizienzbericht der Kontaktliste
Spalten |
Beschreibung/ Zusätzliche Info |
Name | Contact list's name. |
Calls | Amount of calls made via the contact list. |
Answered calls | Amount of answered calls made via the contact list. |
Finalized calls | Finalized calls are answered calls which will be hidden/ removed from the contact list after certain phone call made. The agent will not make a call back to that contact any more. |
Deals | Amount of deals made via an answered call on the contact list. |
Success rate | Deals / Finalized calls |
Deals per hour | Deals / Working Time |
Sales EUR | For each order made, take agent's freeprice first. If the agent doesn't set free price, then take order's salesprice. If there's no price at all, then salesprice will be 0 |
Commision in EUR | Take product commission PLUS (sales*commission percent*quantity of orders) |
Sales EUR / h | Sales / Working Time |
Spalten |
Beschreibung/ Zusätzliche Info |
Date | Date of calls made |
Call attempts | Amount of call attempts made on that date |
Answered calls | Amount of calls answered on that date |
Finalized calls | Amount of finalized calls made on that date |
Deals | Amount of deals made on that date |
Deals / Answered calls (%) | Deals as a percentage of answered calls |
Deals / Finalized calls (%) | Deals as a percentage of finalized calls |