Pick from a wide range of Contact Centre reports. We offer both historical and real-time analytics that can be viewed in the Solgari Hub or export to another platform or solution. Reports are divided to three sections;
1. Conversations - Look at specific reports based around calls, SMS, and costs.
2. Agent/Queue - Run reports around agent presence and handling times along with full queue statistics to help manage your call flows better.
3. Analytics - Check that you are achieving customer SLAs and see where you can improve on customer satisfaction.
Conversations Reports
List - Provides a full list of inbound & outbound calls on the system within a specified time window.
Abandoned - Shows the hour of day, number of abandoned calls, total abandoned calls, percentage of calls abandoned in a day, week or month.
Calls by Result - Shows the hour of call, total calls, number of calls handled, number of abandoned calls and average call length in a day, week or month.
Detail - Shows information such as target destination, ringing time, calls answered, talk duration in a day, week or month.
Itemised Calls - Gives a detailed breakdown of all calls over a daily, weekly or monthly period.
Answered - Shows the number of answered calls in a day, week or month.
Agent/Queue Reports
Handling - Shows total calls presented, calls answered, calls missed, duration of each call at a percentage breakdown level for agents in a day, week or month.
Presence Report - Breaks down how long an agent spends in each queue over a specified start and end time. It also shows the time an agent spends in different presence states such as available, on call, wrap up, break etc.
Queue Interval - Gives an hourly breakdown of calls entered, calls handled, calls answered< x seconds, average call duration, and SLA for an individual queue.
Call Counts - Shows the agents extension and total call count per agent.
Queue Statistics-Ind - Provides a breakdown of volume of calls handled and missed at a queue level to show the averages for total talk time, queue time, initial talk time and total call time.
Call Results - Shows the calls handled, abandoned, average length and total by minute, hour, day, week or month.
Queue Statistics-All - Gives an overview of calls entered, handled, answered <30s, abandoned calls, average call durations, for all queues with call activity. Can be viewed across a day, week or month.
Analytics Reports
FCR - First Call Resolution - Identifies how many calls rang once during a specific date range.
ASA - Average Speed of Answer - Shows the speed at which calls are answered once they enter a queue.
AHT - Average Handling Time - Shows the handling time for agents.
SLA - Service Level Agreement - Shows the volume of calls vs a target service level agreements over a date range.