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Reports, Reports, Reports!

Updated: Aug 16, 2021

We thought that you might like a quick feel for the reporting that comes as standard out of the box with the Mercuricall application.

The application has numerous reports that are available out of the box and the following is an overview of these pre-built reports. This is not a complete list because new reports are being added on a regular basis. We can also build specific reports or interface with AI solutions as required.


Contact Based Reports


Detailed Contact History

The Detailed Contact History report provides contact details for all originating contacts within a specified time frame.

This report is valuable for QA purposes to allow for managers and supervisors to listen to recorded calls and train users on alternative approaches with contacts in the future.


The Queue Volume Summary

The Queue Volume Summary report shows total queue volumes within a specified time frame. This report displays performance information.

This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals. It also provides the ability to see the high/low traffic times.


Queue Event Summary

The Queue Event Summary report shows duration summaries for common queue events within a specified time frame. This report displays productivity information.

This report is valuable in helping to understand productivity-related queued interaction statistics for various time intervals. It also provides the ability to see the length of time contacts are spending in various stages of an interaction.


Callback Summary

The Callback Summary report shows the total callback activity for a channel and queue within a specified time frame.

A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller.


This report is valuable in showing the volume of callbacks requested in a queue. If there are a high number of callbacks, wait times may be too high and users assigned to the specific queue may need to be adjusted.


Callback Details

The Callback Details report shows the key metrics associated with callback requests within a specified time frame. Because this is a detailed report, each line will represent one individual contact and the specific details for that contact.

A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller.


This report is valuable in showing the contact specific details of each callback that was requested


Contacts Abandoned

The Contacts Abandoned report shows a summary of abandoned activity within a specified time frame. This is a contact-based report that provides a detailed list of each contact that was abandoned within a specified time frame.


An abandoned call or contact is one that has been offered into the system but is terminated by the person originating the contact before it has been connected to a user.

It is important to understand the difference between an abandoned call and a refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user.

This report is valuable in helping to not only identify caller frustrations with queue navigation but also to serve as an indicator that wait or hold times were too high.


IVR History

The IVR History report shows a caller’s IVR choices along with the duration the caller spent in a specific IVR Path within a specified time frame.

This report is valuable in showing where callers are navigating within the system and identifying bottlenecks or ways to improve your IVR path.


User-Based Reports


User Volume Summary

The User Volume Summary report shows the total interactions at the ACD User level within a specified time frame. This report provides the ability to see user summary performance based upon a specific queue. Because this is a summary report, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report.


This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the number of interactions routed, handled and denied.


User Event Summary

The User Event Summary report shows duration summaries for common ACD User interaction events within a specified time frame. This report displays productivity information.


Because this is a detailed report for activities, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report.

This report is valuable to assist with understanding productivity-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the length of time users are spending interacting with callers.


User Activity Time

The User Activity Time report (previously the Time Card report) shows the total time an ACD User spent in Ready vs. Not Ready states within a specified time frame. This is a detailed report for activities on each ACD User.


Each line on the report will represent an instance when the user logged in, went into Not Ready state, etc. To see a user’s detailed activity, click the magnifying glass, which will open the detail in a new tab.


This report is valuable because it provides insight into where a user spends their time throughout the day.


Missed Contacts Summary

The Missed Contacts reports shows a summary of the contacts offered to an ACD User that were either missed or refused within a specified time frame.

A Rejected call does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. In most cases, the contact is often unaware that anything unusual has occurred because the contact is redirected to another user upon rejection. . Rejects are not a concern unless a user experiences them on a consistent basis.


It is important to understand the difference between an abandoned call and refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user.

This report is valuable because it shows the areas where customer interactions are being missed, either because users are improperly managing their states or ignoring incoming calls.


Transfer Summary

The Transfer Summary report shows the number of calls transferred to and by each ACD User within a specified time frame. Because this is a summary report, each user selected will be displayed on their own individual line next to their specific statistics for the given report.


This report displays the number of calls transferred to/by each user as well as the total and average transfer hold durations. Remember, transfer events are associated with the original user and not the user who is receiving the transfer.


This report is valuable in helping to understand where inbound interactions may be routing to the wrong location due to a confusing IVR path. It also could provide insight into where additional training opportunities may be needed for users.


Change Log Reports

The Change Log report captures the records that have been added, deleted, or modified within the contact center, showing the previous setting and the new setting side-by-side.

This report is valuable in providing insight into seeing who has made changes for compliance, auditing and security purposes.


To view changes between two items, navigate to the row and select Show History for Item. This will display all modifications made within this area in a new tab. Select two items using the multi-select checkboxes and select Compare. The rows that were changed will be highlighted in green and red. At the top of the split view, you will see the timestamps when the change was made to know which was the old vs. new setting.


Billing reports


In addition to the standard reports we have a set of billing reports so that you can track departmental usage. These can be found under the reseller section in System Administration


Contact Center Information

This report shows basic information about the contact center, such as the billing contact and signed EULA.

Modules

This report shows what modules have been installed in the contact center, along with install and uninstall dates.

Users

This report shows the users who belong to the contact center, along with permissions and activation or deletion dates.

Contact Detail Summary

This report shows an aggregated view of the inbound and outbound minutes for each channel.

Contact Detail Report

This CDR shows the interaction activity within the contact center for the specific time period, including user, team, queue, and so forth, that handled the interaction. It also shows how the contact's time was spent.

Phone Numbers

This report shows the phone numbers associated to the contact center, along with assignments, activation, and deletion dates.

Storage

This report shows how much storage the contact center is using, includes default storage and other files stored in CassandraDB.

Basic Invoice

This report shows platform utilization, including inbound minutes, outbound minutes, phone numbers, and licenses.


 

The Mercuricall Group, based in Europe and the USA, operates internationally. We are a providers of Next Generation Contact Center as a Service (CCaaS) software. See more Mercuricall articles on contact centre related topics by clicking here.



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