Reports

The ChaseData CCaaS facilitates a number of out-of-the-box reports to allow Managers and Administrators monitor and analyze the health and direction of their operations.

The list of reports available is a large one and it has a dynamic nature, therefore, the set presented here is subject to change.

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Call Statistics

Call Detail Report

The purpose of this report is to list call records, with typical details, based on a specified criterion. The expectation is that customers usually want to review call records for a particular campaign within a date range. Other filters are provided for the customer to fine tune their target list.

The purpose of this report is to present all telephone numbers that were used as Caller ID for calls in the specified date/time range, providing aggregated number of calls.

The purpose of this report is to show how call volume fluctuates over each hour of the day.

The purpose of this report is to list phone numbers that have called in and where not answered by a live agent; either hang up or went to voicemail. Only calls that are associated with a lead with a non-blank last name and non-blank first name in record are included.

Campaign Summary Report

The purpose of this report is to provide key statistics about each active campaign, and, to some degree, provide indication of the effectiveness of those campaigns by focusing on data that compares quantity of calls versus their results.

This is similar to the Campaign Summary Report, but broken down by sub-campaigns, when applicable. The purpose of this report is to provide key statistics about each active campaign and its sub-campaigns, if it has any, and, to some degree, provide indication of the effectiveness of those campaigns and sub-campaigns by focusing on data that compares quantity of calls versus their results.

The purpose of this report is to show how leads have been used in a campaign by showing how many contacts/leads have a specific number of call attempts. The report also is split for contact/lead records that are set as callable and those that are set as non-callable (defined by last disposition/status).

The purpose of this report is to provide call statistics on inbound calls for each (or selected) inbound source (DID) of the selected campaign(s). The statistics on this report provide a view of how many calls were received, how they were handled, and the amount of time used, allowing a manager to measure the effectiveness of the call center.

The purpose of this report is to present the number of outbound calls for each disposition that occurred in the specified date/time period. In addition, the report includes graphs to represent the following:

5. Call volume on a 15-minute interval for every relevant 15-minute period
   
6. Number of Agents
   
7. Person-Hours
   
8. Call Status Count distribution
   
9. Agent/System Calls distribution.
   

Agent Activity Report

The purpose of this report is to present agent’s activity by showing the time mark of any agent login, status changes, and logout.

The purpose of this report is to present agent effectiveness by presenting a row for each combination of date-agent-campaign that shows duration and counts for call activity based on corresponding results, and work time based on activity states.

The purpose of this report is to show agent breaks (pauses) from login to logout, including the pause reason (break code). The report does this for every campaign and for all login-to-logout periods fully within the specified date/time period.

The purpose of this report is to present agent effectiveness by presenting a row for each agent that shows duration and counts for call activity based on corresponding results, and work time based on activity states.

This is similar to the Agent Summary report, but with a Campaign filter added.

This is similar to the Agent Summary report, but with a Campaign filter added (includes all sub-campaigns for the selected campaigns).

The purpose of this report is to indicate when agents log in, log out, amount of time elapsed (logged in time), and how much of that time was productive time (person-hours) and how much was break time (paused hours); all of this in a single row for the whole period requested. If details are also requested, a row is provided for every single login-logout period (with their corresponding time amounts) within the whole period.

The purpose of this report is to provide a snapshot of campaigns start to stop times with summaries of number of calls grouped into call status results (dispositions).

The purpose of this report is to summarize productivity of agents based on their time effort against call counts and results.

The purpose of this report is to summarize productivity of sub-campaigns based on call counts and results. This is similar to the Standard Production Report, but it summarizes data for sub-campaigns instead of agents.

The purpose of this report is to show calls that were first handled by one agent and transferred to another one. Usually, these direct transfers are performed as part of a sale closing attempt, therefore the agent to whom the call is transferred is referred to as the Closer; for the same reason, the report includes whether the call resulted in a Sale, as this provides indication of the effectiveness of a Closer.

Lead Inventory Report

The purpose of this report is to provide a summary on number of contacts (leads) for one or more campaigns. The summary provides a count per contact/lead status (last call status), and provides a total of all contacts/leads included in the report (for selected campaign(s) and any filter used), as well as the total of available leads in those campaigns; this number is unaffected by filters since it represents all contacts/leads in the selected campaign(s) that have not being called and that can be called.

The purpose of this report is to provide a summary on number of contacts (leads) for a single sub-campaign.