Call center reporting

All about KPIs and reporting in the call center, call tracking, speech analytics, dialer statistics, working time tracking in the call center, outsourcing call center reporting, data export for integration.

This category is related to products:

“Smart Reports”, “Cloud Call Center”, “Conversation Rating”

Отчетность колл-центра
Call Filtering in Oki-Toki
28.10.2022 Call Filtering in Oki-Toki

How to Conceal Test or Non-Target Calls from the Overall Statistics: A Comprehensive Guide on How the Call Filter Works in Oki-Toki

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Agent Tariffication in the Contact Center
24.10.2022 Agent Tariffication in the Contact Center

What is agent tariffication, how to calculate customer tariffs in the Oki-Toki service, the formula for rounding the agent’s working time.

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How to Add a Number to the Blacklist in the Oki-Toki Service?
22.09.2022 How to Add a Number to the Blacklist in the Oki-Toki Service?

What is a Blacklist of Numbers and How to Set it up in Oki-Toki for Incoming, Outgoing Calls and for Auto Dialing?

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Convert your number to international format online with Oki-Toki
06.09.2022 Convert your number to international format online with Oki-Toki

How to Set Up Number Conversion in the Oki-Toki Cloud Service for In-house and Outsourced Contact Centers

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Operators’ Working Hours: Report of Status Histories
25.08.2022 Operators’ Working Hours: Report of Status Histories

How to check the working hours of agents, view the history status report of a single user in the workspace, and settings and capabilities in Oki-Toki.

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Call Report: ‘Task List’
10.08.2022 Call Report: ‘Task List’

Where can I find a detailed report on the call making process? Information about clients, task statuses, and attempted calls.

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Sticky Tasks: How to Attach Customers to a Team of Managers
01.07.2022 Sticky Tasks: How to Attach Customers to a Team of Managers

How to secure a client in Oki-Toki with a group of managers using a questionnaire or API. Useful for task distribution across skill groups.

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Conversation Script: Special Action Rights in the Application Form
25.06.2022 Conversation Script: Special Action Rights in the Application Form

Some projects grant agents unique, non-linear actions with the questionnaire. Here is a description of our special permissions block on the conversation scripts.

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Customer Support Chat: Omnichannel Chat in Oki-Toki
16.06.2022 Customer Support Chat: Omnichannel Chat in Oki-Toki

Multiple communication channels in a single agent’s window – we recommend our own solution – “Omnichannel chat” in Oki-Toki.

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Customer Data Protection: Exclusive Fields in Projects
10.06.2022 Customer Data Protection: Exclusive Fields in Projects

Why is it necessary to segment client information in a form? Oki-Toki will enlighten you. The result is – the agent makes fewer mistakes and works faster.

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Submit your request and receive a detailed consultation from a specialist.

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