Recommended Reports
- 1 Overview
- 2 Summary Agent Analysis Report
- 2.1 What is Summary Agent Analysis Report?
- 2.2 Key Features
- 2.2.1 1. Layout
- 2.2.2 2. Chart (Agent Summary)
- 2.2.3 3. Table
- 2.2.4 4. Filter, Smart Selection
- 3 Itemized Agent Analysis Report
- 3.1 What is Itemized Agent Analysis Report?
- 3.2 Key Features:
- 3.2.1 1. Layout
- 3.2.2 2. Table
- 3.2.3 3. Filter, Smart Selection
- 4 Chat Report?
- 4.1 What is a Chat Report?
- 4.2 Key Features:
- 4.3 Benefits:
- 5 Trend Reports
Overview
This article provides comprehensive guidance on navigating and leveraging few recommended reports within CyReport Analytics. These reports offer valuable insights into agent activities, performance metrics, and call details, empowering users to make informed decisions and optimize operational efficiency.
Summary Agent Analysis Report
What is Summary Agent Analysis Report?
The Summary Agent Analysis report presents an overview of agent activities within a specified timeframe. It provides key insights into agent performance metrics, offering a condensed yet informative representation of call traffic and productivity.
Key Features
Discover the essential functionalities of this report with the following key features:
1. Layout
At the top, there's a chart that shows statistics in a visual way, giving you a quick overview. Below that, there's a table that summarizes the information in more detail.
2. Chart (Agent Summary)
Incoming Calls, Internal Calls, Outgoing Calls- Color-coded bars within the charts represent different call types, providing visual cues for quick interpretation and analysis of call traffic distribution.
3. Table
Agent, Total Calls, Incoming Calls, Outgoing Calls, Internal Calls-These columns present vital metrics related to agent performance, including the total number of calls, incoming calls, outgoing calls, and internal calls. They offer insights into call traffic and activity, enabling stakeholders to assess agent productivity and performance.
4. Filter, Smart Selection
In this report, the filter applied is to see a date range data from just yesterday. The smart selection feature has been set to pick certain agents from a list. These tools help you focus on the most important data, making the insights you get from the report more accurate and useful.
Filter
Smart Selection
Itemized Agent Analysis Report
What is Itemized Agent Analysis Report?
The Itemized Agent Analysis report provides a detailed breakdown of specific call details, offering a drill-down view of individual components. It allows users to delve into the intricate details of each call, providing comprehensive insights into agent performance metrics.
Key Features:
Discover the essential functionalities of this report with the following key features:
1. Layout
This report gives detailed information about the performance of each agent.
2. Table
i. Date & Time, Call Direction, Number, Result, Agent, Talk Time, Queue Duration, Queue Name-These columns offer detailed information on individual calls, including timestamps, call direction (incoming, outgoing, internal), caller ID, call result (answered, abandoned, voicemail), agent names, call duration (talk time), queue duration, and queue names.
ii. Drilled Down Information-This feature allows for a deeper dive into call details, offering insights into caller numbers, participants, and segment durations for each call. Users can click on the green plus sign to expand and view additional information related to specific calls.
3. Filter, Smart Selection
This report has filtered data to see only Microsoft Teams calls from yesterday. The smart selection feature has been set to pick certain agents from a list. However, in this report the Smart Selection feature allows you to choose date and times, call directions, phone numbers, call results, agents, talk times, queue durations, or even queue names. These tools help you focus on the most relevant data, making the insights from the report more accurate and helpful.
Filter
Smart Selection
Chat Report?
What is a Chat Report?
Chat reports offer comprehensive insights into staff’s chat interactions, whether in one-on-one conversations or group and Microsoft Teams Channels. These reports provide detailed analytics on message volumes, reactions, replies, and other key metrics, empowering organizations to gauge communication effectiveness and engagement.
Key Features:
Message Metrics:
Number of Messages: Tracks the total volume of messages exchanged, including one-on-one chats and group conversations and Microsoft Teams Channels.
Replies: Indicates the number of responses or replies generated by agents, reflecting engagement levels and interaction dynamics.
Reaction Analysis:
Reactions: Quantifies the frequency of reactions such as likes, angry emojis, sad emojis, heart emojis, laugh emojis, and surprise emojis. This data offers insights into the emotional resonance of chat interactions and sentiment trends.
Delivery Analysis:
Set Delivery Option: Measures the total number of set delivery options sent against a user, providing a clear metric for tracking if the set delivery option was a Standard Message, Important Message or Urgent Message. This data aids in understanding the effectiveness of set delivery options messages sent and user engagement levels.
Staff Member Engagement:
Individual Contributions: Highlights each staff member's activity within the chat platform, showcasing their posting frequency, reply rates, and the types of reactions elicited.
Interaction Volume: Measures the overall engagement levels of staff members, encompassing both message creation and interaction with others' content.
Tabular Representation:
In the tabular format, chat reports delineate the distribution of posts, replies, and reactions among staff members. Users can discern the contribution levels of each participant and identify trends in usage patterns.
Naming Conventions: In the table, individual conversations are designated as One on One chats, reflecting private discussions. Group chats and Channels are listed by their assigned names. In instances where a channel or group chat lacks a specific title, the entry appears as 'Group' with no name provided, clearly identifying unnamed group communications.
Graphical Visualization:
Trend Analysis: Graphical representations, such as bar graphs, depict trends in posting and reply frequencies over time. These visualizations facilitate the interpretation of chat dynamics and help in identifying peak activity periods or patterns of engagement.
Reaction Trends: Supplementary graphical elements illustrate the prevalence of different reaction types across chats, providing insights into the emotional response patterns within the communication ecosystem.
Benefits:
Performance Evaluation: Chat reports enable organizations to assess individual agent performance, identify top contributors, and recognize engagement trends.
Quality Assurance: By monitoring message volumes, replies, and reactions, businesses can gauge the efficacy of communication strategies and ensure adherence to service standards.
Insight Generation: Detailed analytics facilitate the extraction of actionable insights, informing decision-making processes aimed at optimizing chat interactions and enhancing customer experiences.
Chat reports serve as invaluable tools for analyzing staff-chat interactions, fostering collaboration, and driving continuous improvement within communication frameworks. By leveraging these reports, organizations can harness the power of data-driven insights to enhance operational efficiency and achieve business objectives.
Trend Reports
Trend reports provide the insights needed to navigate an ever-changing landscape. By leveraging historical data and visual analytics, these reports help organizations uncover patterns, forecast future developments, and make well-informed decisions. Whether used for evaluating performance, optimizing resources, or managing risks, trend reports are essential for achieving long-term success and staying competitive in today's data-driven world.
We will delve into three specific trend reports within CyReport, each focusing on a different aspect of business operations and performance.
1. Queue Waiting Time Report
What is the Queue Waiting Time Report?
The Queue Waiting Time Report provides a detailed analysis of the time customers spend waiting in various queues before being connected to an agent. This report helps organizations understand the waiting periods in different queues, enabling them to optimize their call handling processes and improve customer experience.
Key Features:
Queue Duration Metrics:
Queue Duration: Tracks the total time customers spend waiting in each queue before being connected to an agent.
Total Duration: Measures the overall duration of each call, including both the queue waiting time and the interaction time with the agent.
Trend Analysis:
Total Duration vs. Queue Duration: A trend chart that visually represents the total call duration against the queue waiting time for each queue. This helps identify patterns and peak times in customer wait periods.
Visual and Graphical Representation:
Tabular Format:
The report includes a table that shows:
Queue Name: The name of each queue.
Date and Time: When the call was placed.
Queue Duration: The time the caller spent in the queue.
Total Duration: The overall duration of the call.
Call Answered: Indicates whether the call was answered or not.
Graphical Visualization:
Trend Chart: A graphical representation that plots the total duration against the queue duration for each queue. This visualization helps in identifying trends and patterns in queue waiting times.
Benefits
Performance Evaluation: Enables organizations to assess the efficiency of their call handling processes and identify areas for improvement.
Quality Assurance: By monitoring queue durations, businesses can ensure that service standards are maintained and wait times are minimized.
Insight Generation: Detailed analytics facilitate the extraction of actionable insights, informing decision-making processes aimed at optimizing call handling and enhancing customer experiences.
The Queue Waiting Time Report is an essential tool for analyzing the efficiency of call handling processes and understanding customer wait times. By leveraging these insights, organizations can enhance their operational efficiency, improve customer satisfaction, and achieve their business objectives.
2. Total Calls per Agent Report
What is the Total Calls per Agent Report?
The Total Calls per Agent Report provides a comprehensive overview of the total number of calls handled by each agent within a time period (be it a day, week, month or so on). This report is essential for monitoring individual agent performance and understanding call distribution across the team.
Key Features:
Call Metrics:
Total Calls per Person: A table that displays the total number of calls handled by each agent for the time specified.
Total Calls per Agent (Bar Chart): A bar chart that visually represents the total number of calls handled by each agent, grouped by agent.
Total Calls per Days of the Week (Trend Chart): A trend chart that shows the daily distribution of calls throughout the specified time, grouped by days of the week.
Visual and Graphical Representation:
Tabular Format:
The report includes a table that shows:
Agent Name: The name of each agent.
Total Calls: The total number of calls handled by each agent for the month.
Graphical Visualization:
Total Calls per Agent (Bar Chart): This chart groups data by agent, showing the total number of calls each agent handled in a visually intuitive bar chart format.
Total Calls per Day (Trend Chart): This trend chart groups data by day, illustrating the daily call volume throughout the month. It helps in identifying peak call times and understanding daily call distribution.
The Total Calls per Agent Report is a vital tool for evaluating agent performance and understanding call distribution within the team. By leveraging these insights, organizations can ensure efficient resource allocation, maintain balanced workloads, and enhance overall operational efficiency. This report is crucial for driving data-driven decisions aimed at optimizing call handling processes and improving agent productivity.
3. Abandoned Calls Grouped by Queue and Hour Report
What is the Abandoned Calls Grouped by Queue and Hour Report?
The Abandoned Calls Grouped by Queue and Hour Report provides a detailed analysis of calls that were abandoned and those that had a short duration. This report is designed to give a comprehensive overview of abandoned calls and short duration calls, categorized by queue and hour, for in-depth analysis.
Key Features:
Call Metrics:
Abandoned and Short Duration Summary: A table that shows the summary of abandoned and short duration calls, categorized by each hour and each queue.
Trend Chart for Short Calls: A trend chart that illustrates the frequency of short duration calls over time.
Trend Chart for Abandoned Calls: A trend chart that depicts the trend of abandoned calls over time.
Smart Filter for All Calls: A table that lists all calls with smart filtering options to allow detailed analysis of specific calls.
Visual and Graphical Representation:
Tabular Format:
The report includes tables that show:
Hourly Summary per Queue: Summarizes abandoned and short duration calls for each hour and queue.
Itemized Call Details: Lists all calls with details such as date, time, queue, ring time, handle time, talk time, and more, providing a comprehensive view without grouping.
Graphical Visualization:
Trend Chart for Short Calls: This chart shows the frequency of short duration calls over time, helping to visualize when these calls occur most frequently.
Trend Chart for Abandoned Calls: This chart illustrates the trend of abandoned calls, providing insights into when calls are most likely to be abandoned.
Benefits:
Comprehensive Call Analysis: Provides a detailed summary of both abandoned and short duration calls, helping organizations identify potential issues and areas for improvement.
Trend Identification: Enables the identification of patterns and trends in abandoned and short duration calls, facilitating better understanding and management of call flows.
Detailed Data Access: Allows access to itemized data for each call, enabling deeper analysis and informed decision-making.
The Abandoned Calls Grouped by Queue and Hour Report is an essential tool for understanding call abandonment and short duration call trends. By offering both summary and detailed data, this report helps organizations identify patterns, improve call management strategies, and enhance overall call handling efficiency. Leveraging these insights can lead to better resource allocation, improved customer service, and optimized operational performance.
By effectively navigating and leveraging reports within CyReport Analytics, you can gain valuable insights into agent activities and call details, enabling them to optimize operational efficiency and drive business success.