12.07.2022

Contact center incoming call statistics

Incoming call statistics is a functionality that allows you to analyze incoming calls to contact center numbers.

Contact center incoming call statistics

Incoming call statistics is a functionality that allows you to analyze incoming calls to contact center numbers.

This article is related to the ” Cloud Call Center Software ” product.

What is it for?

Oki-Toki has a separate tool for analyzing incoming calls. It shows the number of calls to numbers for incoming calls and the proportion of calls made. It can be used to identify problems with handling incoming calls and check the cost of 0-800 with your operator, as well as the simplest Call Tracking.

Opportunities at OKI-TOKI

When generating statistics, you can select the required period, call duration, group calls by day and month, and specify the appropriate time format.

For convenience, Oki-Toki has introduced the ability to display statistics in the current window, or upload them in Excel, HTML or Google Sheets format.

Incoming statistics: Incoming Calls Statistics

The total statistics of incoming calls takes into account:

  • total call duration (DUR);
  • average call duration (ACD);
  • Call Success Rate (ASR), which is color-coded based on call success rate for clarity.

Incoming statistics: Incoming Calls Statistics less 80%

Статистика вхідних: Успішних вхідних дзвінків 0%

Additionally

Even if the statistics of incoming calls show 100% of processed calls, it does not mean that all calls have arrived in Oki-Toki. Some calls may “disappear” due to the fact that there were not enough lines for them. In this case, the client will hear a “busy” or “no free channels” signal. To control this situation, set (by letter or personal account) forwarding to another number in case the current one is busy. Unexpected customer calls to this number will indicate a problem with the number of lines.

From the report, you can go to the call log to search for the causes of problems. Read more about the call log here .

Ilona Chernyakova

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