dashboard displays analytics data about specific Key Performance Indicators (KPIs) related to outbound calls. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts and you can customize the charts according to your requirement.
Filtering Data
You can filter the data using different parameters and view insights according to your selection.
To filter the data:
- Go to the Analytics tab and click Outbound–Calls.
Filter the data using the following filters:
Field | Description |
|---|
| Date Range | Date range to filter the KPIs. |
| Transaction Type | Whether the call is inbound or outbound. |
| Campaign Type | Type of campaign. |
| Call Center Name | Name of the call center to which the agent belongs. |
| Service Name | Name of the service assigned to the agent. |
| Agent Team Name | Name of the agent team. |
| Agent Name | Name of the agent. |
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze outbound calls. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.
To view KPIs and set alerts for KPIs:
- Go to the Analytics tab and click Outbound–Calls.
View the following KPIs on the dashboard:
Field | Description |
|---|
| Total Outbound Calls | Number of total outbound calls for the selected date range. |
| Agent RPC % | Percentage of calls in which contact was made with the intended customer (right party contact). |
Average Handle Time (AHT) | Average duration of interaction with a customer. |
Agent Productive Time % | Percentage of the agent's productive time. |
Agent Conversion % | Percentage of calls that resulted in successful transactions. |
- To set an alert for a KPI, click the bell icon
on the KPI. - Specify when you want to receive the alert and then click Set Alert.
Exploring Insights
The dashboard displays the call volume, the number of calls made to the intended customers, insights related to conversion trends, and insights related to outcomes.
Insight | Description |
|---|
| Outbound Calls vs. RPC Trend | Displays insights related to the number of outbound calls and the number of calls made to the right party. |
| RPC % Trend | Displays insights related to the percentage of calls made to intended customers. |
| Conversion % Trend | Displays insights related to calls that resulted in successful transactions. |
| Operator Transfers and Handle Time by Outcome | Displays insights related to the number of calls that were transferred to agents and the handling time of those calls. |
| AHT by Outcome | Displays average handle time of calls corresponding to agent desktops. |
To view additional information about the insights using the metrics and attributes available in the insight:
- On the insight, click the ellipsis icon
and then click Explore from here. The insight opens in a new window. Customize the insight by dragging and dropping measures and attributes from the data zones.
Exporting the Dashboard to PDF
You can export the dashboard to PDF. To export:
- Go to the Analytics tab and click Outbound–Calls.
- On the upper-right corner of the dashboard, click
and then click Export to PDF.
The dashboard is exported in PDF format.
Scheduling Emails
You can configure email delivery so that the dashboard is sent as an email attachment to the email ID you specify.
To schedule emails:
- Go to the Analytics tab and click Outbound–Calls.
- On the upper-right corner of the dashboard, click and then click Schedule emailing. The Schedule email delivery window appears.
- In the To field, add the email ID of the recipient.
- In the Subject field, to change the subject, edit the existing subject line.
- In the Message field, to change the message, edit the existing message.
- From the First occurrence calendar, select a date and time on which you want to receive the first email.
Emails are sent based on your time zone. - From the Repeats drop-down, select a frequency for the emails.
- Click Schedule.