Who should read this article: Administrators, Supervisors
Access key data about the performance of your contact center and schedule regular reports.
Introduction
Voiso historical reports enable you to create reports about the performance of your contact center Agents, Queues, answer-seizure ratio (ASR), billing, sensitive data access, and Wrap-up code usage. You can run most reports manually and on-demand. Some reports may also be scheduled to run regularly.
Tip
The time in Historical reports is displayed according to the time zone of the contact center, not the user.
Create a report
To create a new report, click Create report to display the Create report page. Manual reports can be downloaded to a CSV file for further processing outside the Voiso application. After they are run, scheduled reports are emailed to specified recipients. Choose a report from the Report type menu.
Refer to the following report articles for how to create, schedule and run specific reports:
A daily record of the first sign-in (login) and last sign-out (logout) timestamps for selected agents or teams.
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In the Report options section, specify a date or date range and other parameters specific to the report type.
Next, configure the report-specific parameters, then click Run report to see the results. Refer to the individual report articles, linked from the table, for details about each report type.
Scheduled reports
If the report supports scheduled reports, click Create scheduled report to display the Schedule this report section.
The Schedule this report section supports the following parameters:
Parameter
Description
Report frequency
From the menu, select Daily, Weekly, or Monthly. Weekly reports are sent each Monday. Monthly reports are sent on the first day of each month.
When to send
Use the time selector up and down arrows to specify a time in your time zone to run the report.
Report name
The name of the report to be included in the email sent to the recipients.
Recipients
A list of email addresses that will receive the report at the scheduled time.
Enter the parameters, then click Schedule report.
A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.
Automatic Speech Recognition. A technology that processes spoken language and converts it to text or digital formats.
The outcome of an interaction. This parameter is selected by an agent during the after-call work phase. It is not the same as the Disposition code that is automatically assigned by the system.
Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.
A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.
Anyone who works in your contact center who administers the call center, supervises agents, analyzes data, or handles interactions (agents).
An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.
Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.
Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.
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