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 |