Track your statistical activity

Because the big advantage of going through the web2contact platform is the monitoring of your activity, we guide you in this section to discover the available reports and find out where to find them. Some of the menus shown below are only accessible through a user right.

Incoming call statistics

Incoming call statistics relate to calls sent to a distribution queue. The main indicators available are :

  • the calls presented ;
  • answered calls ;
  • abandoned calls ;
  • calls processed out of queue.

Other data, access to quality of service, are available :

  • the total duration of the calls ;
  • the average call duration with the maximum and minimum durations ;
  • the average and maximum waiting time before being taken care of ;
  • the number of calls answered in less than 20 seconds and in more than 20 seconds.

You will also find details of the calls answered by distribution queue, by agent and by time slot.
You can filter your data by date, distribution queue, agent, team, phone number and call status.
The statistics can be exported in PDF format.

Find incoming call statistics in the menu
“Reports and Statistics” > “Incoming calls by distribution queue”

Outgoing call statistics

Outgoing call statistics relate to outgoing calls. The main indicators available are :

  • successful calls ;
  • unsuccessful calls.

Other data, plus access to quality of service, are available :

  • total call duration ;
  • the average call duration with the maximum and minimum durations ;
  • ringtone durations: minimum, maximum, average and total ;
  • the total cost of calls excluding VAT.

You can filter your data by date, campaign, agent, team, and call status.
The statistics can be exported in PDF format.

Find outgoing call statistics in the menu
“Reports and Statistics” > “Outgoing calls by campaign / agent”

Report on call and ticket campaigns

The campaign operations report focuses on statistics related to the cards and tickets of a campaign. You will find :

  • the number of forms / tickets processed ;
  • durations on card / ticket: average, minimum, maximum and total ;
  • the number of file/ticket openings per agent ;
  • the number of file / ticket openings per campaign ;
  • the hourly distribution of file/ticket openings.

You will also find details on case/ticket openings by agent as well as a breakdown of case/ticket statuses.
You can filter your data by date, campaign, agent, and listing status.
The statistics can be exported in PDF format.

Find the call campaign report in the menu
“Reports and Statistics” > “Campaign Operation Report”

Find the ticket exploitation report in the menu
“Reports and Statistics” > “Ticket usage report”

Call recording

  • You can record incoming and/or outgoing calls.
  • You can filter your recordings by date, campaign, agent, number and call status.
  • Recordings are downloadable. You can also send them by email directly from your application.

Find the recordings in the menu
“Reports and Statistics” > “Call Recording”

Campaign processing report

The treatment report is campaign-specific. You will find :

  • the number of files processed compared to the number of files imported ;
  • the distribution of open and completed tickets over the defined period ;
  • the number of tickets created ;
  • the distribution of completed tickets by qualification of closure.

You can filter your data by date.
The statistics can be exported in PDF format.

Find the processing report of a campaign in the menu
“Home” > “Use campaigns”
017 settings “View Stats”

Extracting data from a campaign

Extracting records :

  • You can filter the extraction only on completed forms, forms awaiting relaunch or untouched forms.
  • Data is exported in excel format.

Data added via a qualification script will also be available in this menu.

Contact extraction of actions performed :

  • You can filter the extraction of actions performed on cards over a specific period.
  • Data is exported in excel format.

Find the extraction of campaign data in the menu
“Home” > “Use campaigns”
017 settings “Extract Data”

My call history

  • This menu lists your incoming and outgoing calls as well as the listening to recordings over a defined period.
  • You can filter your data by date or phone number.

Find your call history in the menu
“Home” > “My call history”

Real time tracking

Find by distribution queue :

  • the number of calls on hold ;
  • the number of agents online, ready, withdrawn or busy.

This menu also serves as a shortcut to open or close a distribution queue quickly.

You also have the list of connected agents where you will find :

  • the telephone state, the status, and the current state of your agents ;
  • access to the activation of dual monitoring ;
  • the list of disconnected agents ;
  • the possibility of modifying the state of the agents.

Find real-time monitoring in the menu
“Reports & Statistics” > “Real time tracking”

New : Automatic reporting

Automatic reports allow you to edit an Excel report according to the criteria you choose :

  • the period of the report ;
  • the campaign covered by the report ;
  • the recipients of the report.

The report is sent in excel format.

At the moment, 3 reports are available:

  • the status of tickets by campaign ;
  • the status of calls by distribution queue ;
  • the status of tickets per team.


Find the automatic reports in the menu
“Reports & Statistics” > “Generate an activity report”

 

 

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