Below you'll find the definitions of all the values within the reports.
Overview:
Agent performance report
Agent report
Agent summary
All calls
All deals
Call result summary
Campaign performance report
Contact list performance report
Number of calls (by day)
Contact list performance report
Agent performance report
Queue Failed Calls Report
|
Columns |
Description/ Additional info |
| Name | Agent's name |
| Calls | Calls are sum of all calls within date range and sponsor is campaign sponsor. |
| Note: Calls include all calls (answered and unanswered calls). | |
| Answered calls | Same as all Calls, but only count Calls with status = "answered" |
| Note: Answered calls are those which are connected no matter who picks up the phone. It can be a customer, voice mail/answering machine | |
| 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 | Deals in this report are counted based on call result “Deal”, not counted based on Orders. |
| Success rate | |
| Deals per hour | |
| Sales (EUR) | Sales: counted based on Orders and Products table in the database. Total Sales = Product quantity * Sales price. |
| Product quantity is attached to each order | |
| Sales price is counted based on sum of freeprice which the agent sets. | |
| If the agent doesn’t set any new price, Sales price is sum of salesprice – default price set by Admin | |
| Commission in EUR | Commision in EUR: counted based on commission percent, product quantity and commission values in Orders and Products table in the database. |
| Formula: (commission + (sales price * commission percent / 100)) * products quantity | |
| Sales EUR/ h | |
| Talking time | Talking time is counted when the call is open. It starts when the call is picked up and ends when the call is hang up. |
| Handling time | Handling time counts how long the call window is open after disconnecting the call (= call window closing timestamp - call disconnect timestamp), can be used for e.g. editing info, send email. |
| Working time | Working time = total login time (include all activities including break time, training, lunch, etc.) |
| This excludes those activities which last until the next day (in the case when the agent forgot to log out) | |
| Calling time/ Working time | Calling time/ Working time |
|
Columns |
Description/ Additional info |
| Name | Agent's name |
| First call started | Timestamp of the first call made by agent |
| Last call ended | Timestamp of the last call made by agent |
| Work time | Sum of all activities (no lunch included*) |
| Calls | All calls |
| Note: Calls include all calls (answered and unanswered calls). | |
| Answered | Answered calls |
| Note: Answered calls are those which are connected no matter who picks up the phone. It can be a customer, voice mail/answering machine | |
| Call time | Similar to Talking time in this report. Talking time is counted when the call is open. It starts when the call is picked up and ends when the call is hang up. |
| Finalized | 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 | Deals in this report are ccounted based on Orders (same data when opening Overview > Orders) |
| Deals per hour | Number of deals made per working hour. |
| Deals per finalized | Number of deals made out of finalized calls. |
*: Away status need to be named as "Lunch" or "Lounas"
|
Columns |
How is it calculated |
| 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. |
|
Columns |
Additional 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. |
|
Columns |
Additional 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. |
|
Columns |
Additional 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. |
|
Columns |
Additional 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 |
Contact list performance report
|
Columns |
Additional 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 |
|
Columns |
Additional 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 |
Queue Failed Calls Report
| Columns | Additional info |
| Phone number | Phone number of the caller |
| Inbound queue | Name of the queue to which the call came |
| Calling time | Timestamp when the call came in |
| Time in Queue | How long time customer has been waiting (seconds) |
| Call diverting to agent failed | No agent available or network issue between server and agent |
| Calls made outside service time / Client removed from the queue forcefully |
Calls that have been made outside queue's opening hours, or customers waiting time has reached the timeout assigned in queue settings |