5. Reports Catalogue

The Reports Catalogue is a repository of report templates that provides a starting point and recommended reports. 

The following section details an explanation of each report available.

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Evaluation & Audit

This folder contains reports on call evaluation, quality monitoring and audit.

Call Results Summary

Call results can be added to calls through the call recordings section. There are many options to choose from such as complaint, non-sales calls and sales calls. Once an option has been chosen for a call recording it will be reflected in this report showing the total calls that have been given the same call result.

 

Call Evaluation Summary

Once a call recording has been evaluated, this report shows all the questions that were answered and provides a total and average score of each evaluation question.

Customer Feedback Summary

Customer feedback can be added to calls through the call recordings section. There are several options to choose such as abusive caller, satisfactory call and unsatisfactory call. Once a feedback option has been chosen for the call recording, this report allows you to see the total calls that have been given the same customer feedback.

List Audited Calls

When users listen to call recordings, this report provides information on what users have listened to a specific call. The report provides brief information on the call that was played, date/time the call was listened to and extension that has listened to the call.

List Results by Question

Agents can use the call evaluation option to evaluate call recordings on call handling, call close and technical knowledge.  This report shows the total score and average score given to each evaluation question by agent.

Daily Activity

This report displays brief call information such as number of outgoing and incoming calls, total talktime etc. over a period of one day. The Summary tab displays the total calls and total calls by direction (outgoing and incoming).

User Call Activity

This report displays a summary of calls for every user. The report provides information on total calls, average talk time and number of calls per direction for each user. The Summary tab displays the total calls and total calls by direction (outgoing and incoming).

User Detailed Call Activity

This report displays detailed list of calls for every user. The report provides detailed information on every call that a user has made or received such as the date/time, duration, number etc. The Summary tab displays the total calls and total duration across all users. This report can be used to view the exact call flow. For example, users can see if the call has been transferred to another user.

Average Score

This report provides information on the average score given to agents when call recordings have been evaluated through the call recordings section.