09.10.2019

What Reports are Needed in the Call Center

What reports for the call center are provided in the Oki-Toki cloud system

What Reports are Needed in the Call Center

Call center reports in the Oki-Toki cloud service play a crucial role – with them, you can navigate the quantity and duration of inbound and outbound calls, the status of agents, statistics of incoming calls, and actions of agents.

In this article, you will learn more about reports in the Oki-Toki cloud service.

This article refers to the tool “For the manager“.

Call center reports

Call center reports will help you make informed decisions and monitor staff efficiency.

In the Oki-Toki cloud service, many types of reports have been created – with their help, you can navigate the quantity and duration of inbound and outbound calls, agent statuses, incoming call statistics and agent actions. All statistical data is stored in the cloud, making them accessible at any time and eliminating data loss.

Types of Oki-Toki Reports

h3>Reports in the ‘Users’ section

With the help of the Agent’s Log and Summary Reports in this section, you can find out how much time the agent spent in the Oki-Toki system and what they did during the working day. User statuses such as Busy, Away, Ready, PCP (Wrap up time), Preview, Waiting, Offline, N/A are used as indicators. It is noted:

  • Start and end of the agent’s work;
  • Current status;
  • Additional information (queue, comment, process etc.).

With Oki-Toki, it’s not necessary to use standard statuses – create your own! Adapt statuses to fit your tasks, to be able to evaluate whether the working time of the employees is distributed correctly. Thus, Oki-Toki users often add specific information to the standard statuses, such as “Break for lunch” or “Absence due to reports”.

It’s important for agents to change their status independently: took a break for lunch – changed the status to “Away”.

In a call center there are a lot of rules (work discipline) and it’s hard to control them, especially for remote workers, so we added disciplinary reports. These reports record the violation of regulations for example:

  • Did not take the call;
  • Forgot the call on hold;
  • Too short or long conversation with the client;
  • Too long wrap-up, lunch, and so on.

You can compile your own list of disciplinary violations that must be reflected in the report.

Creating a KPI report

KPI Report h3>Reports in the ‘Queues and Calls’ Section

In this section, you will find detailed and summary reports, among which the main are: Call log, Summary report, FCR and IVR report.

The Call log displays information about calls for a selected period with a great deal of detail: who called, to which number and queue, who accepted the call, what functions were involved during the call, waiting time, call duration, call summary.

Here you can also listen to and download a call recording, as well as find out who else has listened to the recording.

Calls log

The Summary report provides information about waiting time and call duration for a selected period by agents and queues:

  • Total number of calls, the number of successful and unsuccessful ones;
  • Average and maximum waiting time;
  • Average and maximum call duration;
  • Total call time and total waiting time;
  • SL of the inbound line.

The FCR displays stats on unique numbers and the number of call attempts. This report is used to determine the ratio of the number of calls per issue.

The IVR report It provides data on the frequency of responses in the IVR. This data can be combined (grouped) by calls, numbers, and, traditionally, days and months. You can disable the service responses “Other” and “Nothing pressed”.
h3>Reports in the “Auto-dial” section/h3>
There are 6 reports that allow you to assess the effectiveness of auto-dial. The most popular are Task list, Summary report on tasks, IVR report.

Task list displays tasks according to the filter: auto-dial name, phone, hour, when and by whom added, and the status of the task. Details – in the article: Report on call “Task List”.

Summary report displays the number of tasks with a certain status (“Cancellation”, “Obsolete”, “Success”, “Failure”, “In queue”) for the period and groups them by call attempts or import numbers.

IVR report displays information about button presses or speech recognition during the operation of the auto-informer. This report will be useful during the evaluation of the quality of work: you will be able to find out who pressed which button and make conclusions/find the reason.

IVR Report
h3>Call center reports in the sip-telephony section /h3>
This section contains 3 reports that will provide you with all the necessary information about SIP telephony: Communication Costs (for outbound calls), Registration Logs, Inbound Statistics.

Communication Costs is a report showing the cost of outbound communication by SIP providers over a custom time period. The data can be grouped by SIP providers or queues.

Registration Logs display the results of registration attempts by connected SIP providers. This report allows you to see the cause and duration of telecom operator service disruptions.

Inbound Statistics display the statistics of inbound calls in terms of inbound authorizations (akin to Call Tracking). More details can be found in the article: Inbound Call Statistics of a Contact Center.
h3>Reports in the “Company” section/h3>
In this section, you’ll find financial reports and agent reports.

The financial report shows the amounts of payments and deductions from the balance for the maintenance of the call center for the selected period. If you have multiple projects, you’ll be able to highlight the costs for each of them.
A new reporting tool is the agent reports.

No more ‘running around’ the system – reports display information from all reports in one place!

The Oki-Toki cloud system provides the ability to track and account for numerous parameters. In the past, you would have had to open each report in the system, but now reports are enough.

Reports – a new type of reporting for PBX, agents and the entire call center. Their main advantages are compactness and informative nature.

Reports are formed in the form of sections (each of them being an array of information with a certain formulation). By choosing one useful section or multiple ones, you get a convenient report for data analysis.

You can set up automatic receipt of reports for a certain period to one or more email addresses.

Types of reports:

  • Waiting duration of incoming calls in the queue;
  • Incoming call information;
  • Outgoing call information;
  • Report on agent statuses;
  • Callback report;
  • Queue activity data;
  • Report with international indicators;
  • Duration of waiting for incoming in the queue;
  • Reasons for call termination.

Oki-Toki Reports – Convenient and Informative

The foundation of balanced decisions is the availability of a large amount of information. We understand this, so we’ve created a system where you can access all the data you need with just one click of the mouse. Anytime. No matter where you are.

  • All reports can be exported to Excel or accessed via API;
  • All reports are stored in the cloud;
  • With reports, you can have data sent to your email at a specified time.

Request a trial version of Oki-Toki to independently test the convenience of reports! We also have a universal report constructor, DATAMIXER. You can read about it here, and you can see it here.

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