Automatic reports

Is it difficult to work with reports? Does your call center need convenient reporting for the manager? Start using Reports!

Why are reports so convenient?

1

Automatic sending

Reports are sent to the mail every hour, day, week or month with data that needs to be monitored.

2

Only the most important

Reports are reports without redundant and complex data. Convenient formats in the form of text and small tables with TOP 3/5/7 indicators.

3

Ready templates

Ready-made sets of indicators for all types of projects and types of work. Collect reports for your needs.

4

Reports on individual projects

They are attached to projects, which allows you to design reports for each customer, and the projects themselves guarantee data isolation.

What information does the Reports tool contain?

Incoming Call Rates

Gather KPIs, inbound occupancy, and FCR in one place. Forget Excel and summary reports, Reports will do it for you.

Outgoing call metrics

Work only for the outcome? Then you definitely need data on outgoing calls, the duration of calls and conversations, as well as the top operators who made the most calls.

Automatic call control

Dialer statistics, task dynamics for a certain period, the efficiency of attempts and the number of successful calls, the top operators by the number of lost calls, the top longest calls and the top numbers with the most attempts.

Communication costs (by projects)

Control communication costs on each project or advertising company, eliminating the surprise of exceeding the budget limit. Get the TOP10 longest calls to your email.

Operator time data

Monitor team activity using a detailed report on the overall workload of the call center. Study the involvement of operators in the work, receive data on leaders and laggards by mail.

International indicators

Track the work of the call center using the popular international KPI metrics AHT, ATT, ASA, OCC and others, which are used by all large companies.

Use additional tools as needed

Cloud call center

All the functionality that a call center may need in your browser!

  • Multichannel call processing,
  • Advanced CRM and analytics,
  • telephony management,
  • Management and control of operators.

And much more!

Voice robot

Auto-operator – Oki-Toki’s voice robot to replace operators in routine tasks. It’s scripted, so it’s predictable, requires no training, and is ready to go right from the start.

  • Working with open and closed questions
  • Single and multiple choice, multilingual,
  • Offer “Let’s call you back”,
  • Definition of ambiguities and ambiguous answers,
  • Speech synthesis: More than 15 voice options
  • Possibility to send SMS, Email, Viber or Whatsapp messages.
  • Import dialog from MSWord & Google Docs
  • Dialogue metrics
  • Free recognition of yes/no answers and numbers
Voice mailings
  • recording and setting standard voice messages and greetings,
  • automatic notifications of clients about the amount of debt, order, account balance,
  • integration with external CRM for use when making a call (addressing the client by name, etc.),
  • speech synthesis and recognition for voice messages,
  • creating scripts for dialogue with customers using tone dialing,
  • the ability to connect your telephony,
  • posting schedule,
  • connection of the call-reset function.
Tools for the IT department

Necessary tools for the IT department of contact centers – API, webhooks, automation, logging and data backup. Service management Browser only. Fault tolerance. Scaling. Data security and access control Hosted on your servers. Access control. Access and change log. API integrations . Webhooks. Ready Integrations.

Reviews about Oki-Toki from other services

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Iulia Raiscaia

Feedback from the Startpack service Pros: extensive functionality, a huge number of reports. The company itself is ready to develop new products to improve the quality of work. Integration of statistical data, disciplinary reports and reports. A convenient platform for a company with a large number of clients. Linking a personal manager to a client, which is important at the first stages of working with the program. Full automation of calls, recording and archive of all telephone conversations. API integration. At the same time, the cost of these services on the market is low. Cons: Lack of a number of widgets when moving to a new opera place, although this can be considered as an advantage, since it does not scatter the attention of the operator when calling

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Bogdan Koshevoy

Feedback from the Voipoffice service We have been working with Oki for more than 3 years. Excellent service for the implementation of projects and at a very good price. If there are people, pay, if there are no people, don’t pay. We have already implemented a large number of projects on the Oka platform. Very convenient widgets for tracking indicators and flexible settings. If you want to quickly launch a project that will work stably, I definitely recommend Oki. We have not had situations in 3 years that the oki did not work for more than 4-5 minutes and this happens very rarely.

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Lubov

Feedback from the Otzovik service We have been working with Oki since 2018, we found them when we opened an online store. The service is very flexible. At first we had a couple of operators, and we bought only 2 operator positions. Now there are more operators, we spend, of course, also more, but there are no “extra” and imposed payments. There are 10 operators – you pay only for 10 operator places. You don’t need, for example, a voice robot – you don’t pay for it, you need it, you connected it. But there is a personal manager only at the stage of connection and the test period. Generally satisfied.

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Guest

Feedback from the Indexcall service There are pluses and minuses in the operation of the system. Although in general a positive impression. From the conveniences: a clear interface and work from the browser, the capabilities of the dealer. IVR is very cool. Creating voice greetings or scripts is really cool. Of the minuses: the raw interface of the operator’s workplace, there are a number of shortcomings. It’s a little annoying that many related functions are in different sections. It would be nice to add more hints. In general, more satisfied with the work than not.

Automatic reports in Oki-Toki

Reports are indispensable for managing every call center process. If there is no information, it is impossible to track the dynamics of work, promptly intervene to resume it, control the constancy of quality or efficiency indicators. You can read more about our call center reports here.

But the usual reports have drawbacks.

No. 1. Reports in tabular or graphical form have a formal form and require involvement in the process and knowledge of its features in order to understand what is happening, well, or a commentator, or at least comments. In general, it is unclear and often redundant. The second drawback of many reports is that they do not have the ability to summarize information from different parts of the systems: sales, employment, communications. It is necessary to download the data, enter it into excel and form a summary of key indicators. It’s inconvenient and this causes errors. The third problem is providing information for customers. In pink dreams, reports are prepared automatically and sent to the post office. But often this is not the case – either there is no automation or mail is “inconvenient”. There is a problem – you need to solve it!

Reports in Oki-Toki is a new type of instant reports for managers and customers.

  1. Reports display information that is written in an understandable language
  2. Add the necessary sections, choose the indicators (KPIs) you need
  3. Receive automatic reports by email every hour, day, week or month
  4. Study the dynamics of changes in important call center indicators.

Create your Reports by collecting only the information you need. Monitor the work of your CC and analyze the dynamics of changes in important KPIs.

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