Call Reports

Call Reports

Created: Thursday 10th February 2022, By Christine Burcham

Data is key to any Business Development, but only data that is understood in it's own context and used to inform actions is worth reading.

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Using Reports to inform decisions

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Agent: Employee / team member

Queue: the team the customer is "queueing" for

Call Path: same as a Queue

Employee Group: 2 or more Agents that have been grouped together typically used for team or department reporting purposes.

​ACD: Inbound calls from a Queue/Call path calls (group numbers)

NON ACD: ​Inbound calls that did not come through a queue/call path. i.e. direct line calls

Outbound: calls made by the agent​

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Understanding Terms

Calls Requeued: An agent has failed to answer or deliberately put the presented call back into a queue group.

Percentage of Shift: ​time spent in "activity" vs total shift duration.

Shift Duration: Total time logged into phone not contracted hours​

​Make Busy: agent cant receive queue calls but can receive direct line calls

DND: Do no Disturb - No calls can be received​

​Daily Call Report

​Employee Group Performance by Employee

This report shows how a specific Employee Group spends their time

The report is delivered daily and reviews the previous Days activity

​Each manager receives their own employee group data

Elliot, Nikki & Christine receive this report Daily​

Queue's and Reporting References

Reporting Names and numbers

Each Queue has both a name and a reporting number. some reports show the reporting number and this cannot be amended to the reporting name.

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The table shows all the reporting names and numbers for the sales and service teams​ call paths/queues.

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​Reporting Name	​Reporting Number
​AK CUST SERV	​P711
​AK SALES	​P712
​RB CUST SERV	P721
​RB SALES	​P722
​JOINERY	​P731
​TECHNICAL	​P732

​Employee Performance by Queue

​This report looks at an individual employee and which queue's they have spent their time in as well as looking at what other activity has been achieved.

​This report goes to Leigh

Daily Call Report

This report shows all calls for the selected Employee Group by Queue for the time frame listed. It is delivered at the beginning of the month and looking at the previous month.

​this example looks at all Sales and service agents. Managers will receive their teams data.

This report goes to: Nikki, Elliot, Christine & Jordan​

Monthly Call Reports

This report looks at a specific Queue, then reviews who had activity in the queue.

​Use this to see how long customers are waiting and the average call length of calls in that queue. There is often a link between the call length and the amount of after call work generated.

Each queue generates a separate report. ​Which is why I chose to use Employee Group performance for people managers

Leigh and Christine receive this report

Monthly Call Reports

This report is delivered at the beginning of each month and contains all previous months figures calendar year to date.

This allows for team activity comparison month on month and highlights if the team has more or less phone activity. ​

This report is delivered to: Christine, Elliot, Jordan and Nikki​

YTD Call Reports

This report is to review an individual employee and their telephone activity month on month. Specifically looking at changes in activity levels to identify any potential employee support requirements.

This report goes to: Christine, Elliot, Leigh and Nikki​

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YTD Call Reports

This report I will be using to monitor how a Queue is performing. With overflow in place we can see how many calls are being overflowed to other teams. This went live this week but we can already see that very few calls are moving over to an overflow team.

​This report currently only goes to Christine

YTD Call Report