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Default Reports

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Explore boasts 17 Default Reports, which you access from the landing page. You can download, send, and even schedule the periodic delivery of each report, allowing you to efficiently manage the time you focus on analyzing data.

 

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As you access a report’s main page, the last 7 days or up to 500 lines of data are presented to you, except in the following reports, which show the data for 1 day:. Numbers Breakdown Report, Agents Breakdown Report, Tags Breakdown Report.

You can increase or decrease this range by applying the appropriate filters when you send or schedule a report.

 

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In this article, we will give you a brief overview of each report and list the filters you can apply in each one. If you require more detailed information on filtering reports and on the data in each report, please refer to the article Filtering Dashboards and Reports and to our Data Dictionary (in development), respectively.

We’ve grouped the reports into six categories: Call Activity, Agents and Ring Groups, Phone Numbers, Dispositions, Account Breakdown, and Sentiment CSAT.

 

Call Activity 

Agents and Ring Groups 

Phone Numbers 

Dispositions 

Account Breakdown  

Sentiment CSAT  

Pre-On a Call

Call Activity

Activity Report

Includes a summary of the activity for the last 7 days and compares the most relevant call metrics for inbound calls (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level.

These are the available filters in the Activity Report: 

  • Call Ring Group 
  • Phone Number
  • Dedicated Line
  • Timezone 

 

Calls Report

Includes all calls that have been made / received during a period of time, as well as detailed information about each one: time, duration, type, agent, call disposition, description, recording, waiting times, etc.

These are the available filters in the Calls Report:

  • Agent
  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Call Disposition

For more information regarding the Calls Report, please refer to our Data Dictionary (in development).

 

Agents and Ring Groups

Note: In the metrics related to the time spent in a status, you may notice a slight difference in the figures, between Explore and the Agents tab (plus scheduled reports). For example, in a timeframe of 24 hours, there may be a difference of a few seconds. This is due to improvements in the data granularity brought by Explore.

 

Agents Report

Compares the performance of agents in terms of calls, speed to answer, dial attempts and pickup rate per agent, call duration and availability.

These are the available filters in the Agents Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone

 

Agents Breakdown Report

Compares the performance of agents in terms of number of calls handled and availability, in intervals of 1 hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Agents Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Agents Status Report

Lists the duration (including start and end time) that agents have been in each status.

These are the available filters in the Agents Status Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Active Agent

 

Tags Breakdown Report (Ring Groups Report)

This report displays metrics per tag/ring group in intervals of 1 hour. The report includes a summary of ring group activity and compares their most relevant metrics, including calls offered, answered, missed and abandoned per ring group, average duration, speed of answer, service level and maximum delay per ring group (maximum time a customer waited in the waiting queue before the call was answered by an agent). This report also includes Missed calls Within Service Level. 

These are the available filters in the Tags Breakdown Report

  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Phone Numbers

Numbers Report

Compares the call volume, call classification (outbound, inbound, answered, missed, abandoned, voicemails) as well as average call durations, waiting times, abandon and hold time per phone number, for your chosen period of time.

These are the available filters in the Numbers Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone

 

Numbers Breakdown Report

Compares the call volume, classification and duration per telephone line, in intervals of 1 hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Numbers Breakdown Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Interval
  • Timezone

 

Dispositions

Dispositions are used to identify a call outcome. Here are the reports we provide in order for Administrators to have an overview of the distribution of calls per outcome.

 

Numbers Inbound Dispositions Report

This report details how many times each of your Inbound Dispositions were selected per number during the period of time you specify.

These are the available filters in the Numbers Inbound Dispositions Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Numbers Outbound Dispositions Report

Report detailing the amount of times each Outbound Disposition has been used per phone number during your selected period of time.

These are the available filters in the Numbers Outbound Dispositions Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Agents Inbound Dispositions Report

Details the inbound dispositions selection per agent.

These are the available filters in the Agents Inbound Dispositions Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Agents Outbound Dispositions Report

Details the outbound dispositions selection per agent.

These are the available filters in the Agents Outbound Dispositions Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Inbound Dispositions Report

Total volume and percentage of calls per inbound disposition.

These are the available filters in the Inbound Disposition Report:

  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Outbound Dispositions Report

Total volume and percentage of calls per outbound disposition.

These are the available filters in the Outbound Disposition Report:

  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Account Breakdown

Accounts Breakdown Report

Includes a summary of the whole account activity broken down by 30 minutes (which can be adjusted down to 10 minutes or up to 1 hour if you send or schedule a report), and compares the most relevant call metrics (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level.

These are the available filters in the Accounts Breakdown Report:

  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Sentiment CSAT

CSAT Messages Report

Provides a way for supervisors to quickly analyze the experience of contacts going through a CSAT interaction, dive into the details of contact's step by step messages, analyze outliers into as much detail as possible around a CSAT interaction, or dive into more qualitative feedback from contacts.

The CSAT report sent and the respective response received within up to 24h, or until the next survey is sent, are grouped under a Thread ID (CSAT Thread Id).

Admins and Supervisors can then also see the Talkdesk Phone Number that was used in the call and that triggered the sending of the CSAT SMS message; the phone number of the contact to whom the CSAT SMS message was sent; the Interaction ID of the call that triggered the CSAT (if this field is empty, it means that no related call was identified to this CSAT thread, e.g. response from the contact without a survey having been sent recently); Timestamp at which we received the latest update on the CSAT Message (CSAT Message Time); the CSAT Message received Direction (inbound or outbound).

This report also lists the CSAT Message State. For outbound CSAT Messages sent the state can be:

  • Requested (a request to send a CSAT SMS was requested to the carrier);
  • Sent (we received validation from carrier that the CSAT SMS was sent);
  • Failed (the request to send a CSAT SMS was requested to the carrier but failed);
  • Suppressed (the request to send a CSAT SMS was denied due to your settings).

For inbound CSAT Messages received the state can be:

  • Received

The CSAT Message Type:

  • Valid score registered (correct CSAT response received and registered)
  • Invalid score received (incorrectly formatted CSAT response received and not registered)
  • Subsequent response from customer (follow up after receiving a valid score)
  • Invalid score received w/o follow-up response (number of retries exceeded)
  • Unknown request from customer (incorrect format; response not registered)
  • CSAT survey (CSAT survey was sent)
  • Valid score response to customer (acknowledgement message sent to customer)
  • Invalid score response to customer (invalid response received; user advised to retry)
  • Help request from customer (customer typed HELP)
  • Help information to customer (help response sent to customer HELP request)
  • Opt-out request from customer (opt-out message received from customer)
  • Opt-out confirmation to customer (opt-out confirmation message sent to customer)
  • Opt-in request from customer (opt-in message received from customer)
  • Opt-in confirmation to customer (opt-in confirmation message sent to customer)

CSAT Message Error/Suppression code:

  • No related CSAT survey (CSAT sent not found)
  • System failed (provider or service failed)
  • Account not enabled (the account was not enabled for CSAT survey)
  • Phone number not enabled (the given Talkdesk phone number was not enabled for CSAT survey)
  • Customer phone number not mobile (number used is a landline or country not supported)
  • Blocked by frequency cap (Account or number defined frequency cap reached)
  • Customer opted out (customer opted not to receive CSAT messages)
  • Response limit to invalid score exceeded (number of retries exceeded)

 

These are the available filters in the CSAT Messages Report:

  • Agent
  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone


Pre-On a Call

Studio Flow Execution Report
 

Includes all inbound calls that are received during a period of time using a Studio flow, with detailed information on the flow execution, including each step of the flow and corresponding exit.

Notes: 

  • The Studio Flow Execution Report will only return data if there is at least one published flow assigned to at least one phone number.
  • The Studio Flow Execution Report will only return data from August 25th 2019 onwards.

These are the available filters in the Studio Flow Execution Report:

  • Date
  • Timezone
  • Component
  • Executed Step
  • Flow Definition CallSID
  • Flow Execution Name
  • Flow Definition Interaction ID
  • Flow Definition Interaction ID
  • Flow Execution Origin Number

 

 

 

 

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