Reports

Ringostat's call center analytics includes dozens of metrics and separate reports specifically for tracking agent performance. We've carefully considered what data should be at your fingertips to make it easy to monitor your department — no matter how many people it consists of.

Various Ringostat metrics and reports will be useful for call center analytics. For example, you can focus on how long the customer waited for an answer, how many calls the operator missed, how many customers he called, etc. Audio recordings of calls will help to assess whether the operator is qualitatively consulting customers. There is also a report for the supervisor, which contains the most important data for the manager. There is a sample of the efficiency of each employee and a report on calls in real time. You can also see how much time the operator was online, and offline and how much time he/she talked to customers.

The Supervisor's Report is one of the Ringostat samples, which can be found in your personal account by default. The report includes all key indicators that will help you quickly assess the team's productivity and notice weaknesses in its work.

To view the supervisor's report, go to the Call Center — Call Log section and select the “For Supervisor” view. A report with a visualization of call data will open, and below it, you can see a table with calls. It contains all calls in chronological order with additional information: date and time of the call, employee's name, duration of the conversation, audio recording of the dialogue, etc.

The Sales Agent Effectiveness Report shows how productive each team member was. It can be used to draw conclusions about the efficiency and involvement of all employees and to adjust the work of the department.

The report on sales agent efficiency is located in the Analytics section. It contains information about all incoming and outgoing calls of each employee. It also contains data about the average and total duration of calls for the selected period. In addition, the report shows how quickly an employee picks up the phone, how many calls to individual customers he/she made or received. And how many dialogs there were that lasted longer than 30 seconds.

You can see in Ringostat how calls are distributed by different days of the week and hours. You can see not only all calls, but also certain types of calls. For example, to understand when advertising calls are most common. This report will help you to be on top of your game at times when you're usually getting the most calls.

There is a report on the distribution of calls by day of the week and time of day in Ringostat. It can be found in the Analytics section. The report shows how many calls there are during certain hours and days. The times when there are most of them are highlighted in a rich green color. The paler the shade of the cell — the fewer calls there were on a particular day and hour. The data is also visualized with the help of graphs. You can select any time for the report. You can also filter the type of calls you are interested in targeted calls, incoming calls, calls from advertising, calls via callback, etc.

The Missed Unprocessed Calls report contains only those calls for which managers did not call customers back. Meanwhile, the Missed Calls report shows all missed calls in general.

The report can be found in the Call Center section of the Ringostat personal account. Additional information is shown for each missed unprocessed call: date, status, number of attempts to contact the client, how many total missed calls from the client, etc. If you refresh the report page after an employee has called the client back, the processed call will be removed from the report. You can also check the "Handled" column yourself if you have already called back a specific call.

Custom filters can be found in most Ringostat reports. They allow you to sort call data quickly. For example, to see only calls handled by a particular employee. Or see only those calls where the customer waited on the line longer than 10 seconds.

Almost every column of Ringostat reports has three horizontal bars at the top. Clicking on them activates quick filters. Depending on the indicator, the data can be filtered by conditions: contains, is, more than..., etc. Below you can enter the desired word or value. This allows you to segment the data exactly the way you want. For example, you can filter out only calls from employee N that lasted 3-5 minutes and came from a specific contextual advertising campaign. Or you can filter out only incoming calls from residents of certain regions by specifying the code of local phone numbers.

Ringostat has not only dozens of ready-made reports but also the ability to create your own. A sample can be compiled based on 50 parameters while changing the arrangement of columns. Created reports can be shared with other users.

You will get to the basic report if you go to the call log. You can also select ready-made filters and views at the top of it, but you can also create your own. To do this, click "All calls" — "Create filter". Then select the indicator you want, the comparison operator, and enter a value. You can use several rules. For example, this is how you can create a selection of all outgoing calls from a certain employee, where the customer did not pick up the phone. You can also create a view by specifying what data will be displayed and in what sequence. The created and saved report can be uploaded later or a link to it can be shared.

Ringostat can export any report from our platform — both the default and the one you have customized. This allows you to perform additional actions with call data.

Go to your personal Ringostat account and open any report. There is an "Export" button at the top of the report, to the right of the field for searching by number. Click on it and Ringostat will offer you a choice of download format — .csv, .xls, or .xlsx. After selecting the format, the report will start downloading. After that, you can open the sample in any program you need.