The 'Reporting' page is presented as a dashboard with three widgets: Call Volume, Statistics and Service Time of day Heatmap.
A System Administrator has permissions to view the statistics of all teams while Team Administrator only for the team he administrates.
Team List and Search
Reporting data will always be shown per TeamService, so there is a possibility to switch between the teams using the list with a search field.
Only Enabled (Activated) teams are present in the list are ordered alphabetically.
Download Team Data Option
In addition to the 4-month CSV report download per team you can now download a comprehensive 4-month report for all teams. The CSV can be used with Power BI.
The counter displays information about the last time the data was synchronized and when the next automatic synchronization will take place. Refresh of data happens automatically every 10 minutes or can be manually triggered by the user upon clicking'Refresh Now' button.
Shows the amount of calls for the last 24h as volume. This means it displays as area chart the calls which happened, when they occurred and how long they took. The data is kept in UTC and shown on Web-browser in current time zone.
The "Statistics" widget is presented as a table divided into 3 lines according to modalities, which helps to perform a DB Lookup with a set parameter in a clean and easy way. Each value has a description hint on hover.
Answered Calls last hour
Inbound Direct Calls Today (only accepted direct calls today from Customer to Agent).
Answered IM last hour
Lost Calls last hour
Outbound Direct Calls Today (only accepted direct calls today from Agent to Customer).
Lost IM last hour
Total Calls Today
Internal Calls Today(only accepted direct calls today from Agent to Agent)
Total IM today
Users with calls today (Number of unique users which handled service Calls)
No. of Team-Voicemails left today
Users this day (Number of unique users which handled service sessions with IM)
Avg. Call Duration Today
Avg. Duration of Direct Calls today
Avg. IM Duration today
Service Time of Day Heatmap
The "Service Time of day Heatmap" widget shows the accepted and lost service conversations of the week on a heat map per day and time of day. It always uses the data for the current week and shows the number of accepted calls in one color and the number of lost calls per hour of day and per day in a different color.
Name of the week day.
It always displays the working hours. If there is a conversation outside these hours, it displays these columns (and following/preceding empty ones if any) as well.
Offers the ability to switch to an alternative view that shows the IM conversation in the same manner as Calls.
Offers the ability to see the summed up per weekday and hour data for