Call center reporting

Everything about reporting and KPI in the call center, call accounting, speech analytics, dialer statistics, time tracking in the call center, outsourcing call center reporting, data export for integration.

Section is related to products:

«Smart reports», «Cloud call center», «Сall evaluation»

Отчетность колл-центра
Major updates 2022: service for contact centers
30.12.2022 Major updates 2022: service for contact centers

What updates has Oki-Toki released this year? Chats, AI, robot operator and other important tools in our service for contact centers.

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Call filter to Oki-Toki
28.10.2022 Call filter to Oki-Toki

How to hide test or non-targeted calls from general statistics. Detailed instructions on how the call filter works in Oki-Toki.

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Tariffication of operators in the contact center
24.10.2022 Tariffication of operators in the contact center

What is the tariffication of operators, how to calculate the customer’s tariffs in the Oki-Toki service, the formula for rounding the operator’s working hours.

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Blacklist of numbers in the call center
22.09.2022 Blacklist of numbers in the call center

What is the Black List of Numbers and how to set it up in Oki-Toki for incoming, outgoing calls and for dialer.

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Format and conversion of numbers in Oki-Toki
06.09.2022 Format and conversion of numbers in Oki-Toki

How to set up number translation in the cloud service for Oki-Toki’s internal and outsourced contact centers.

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Agents Working Time: Status History Report
25.08.2022 Agents Working Time: Status History Report

How to check the working hours of operators, view the status history report of one user in the workplace, settings and opportunities in Oki-Toki.

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Call Report: Task List
10.08.2022 Call Report: Task List

Where can I get a detailed call report? Information about clients, statuses of tasks and made attempts to get through.

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Contact center incoming call statistics
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.

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Sticky tasks: how to assign a client to a group of managers
01.07.2022 Sticky tasks: how to assign a client to a group of managers

How to assign a client in Oki-Toki to a group of managers using a questionnaire or API. Useful for dividing tasks into skill groups.

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Conversation script: rights to special actions in the profile
25.06.2022 Conversation script: rights to special actions in the profile

Some designs allow agents special, non-linear actions with the questionnaire. Here is our block of special abilities to manage the script.

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