3. Insight

Insight is an intuitive business productivity tool enabling businesses to monitor inbound and outbound calls via pre-defined dashboards and a wallboard. 

The Business Insight section of the software is split into multiple sections which combine live tiles and reports to provide call information on the entire business.  Users are able to filter this section by date/time, extension, group, DDI or call type and download the Business Insight Summary as a PDF.

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Hourly Call Distribution

This bar chart displays hourly call traffic which allows users to see which hours of the day are busiest. The bar chart drop down provides options to display hourly incoming call distribution, hourly outgoing call distribution, or hourly call distribution.

Percentage Answered

This speedometer provides the percentage of calls answered within target response time, over the total calls answered by the business.

Quick Reports

 

The quick reports section is a repository of report templates.  Once run, the reports can be customised by using filters.

  • Daily Call Activity:  An overview of total calls (outgoing and incoming), average talk time (outgoing and incoming) and total talk time, over a period of one day.
  • User Call Activity:  An overview of total calls (outgoing and incoming), average talk time (outgoing and incoming) and total talk time, by user.
  • User Detailed Call Activity:  A summary of calls by extension / user (including cost centre and division), including date and time of call, duration and number / DDI and call type.

Observations

Live tiles display key metrics; total calls within the business, total incoming/outgoing calls and busiest hour.

User Summary

This report displays a call summary by extension / user, including total calls, total incoming, total outgoing and total talk time.