Introduction
Welcome to the Nautilus Contact Center Professional Solution Reporting Portal. When we designed our Contact Center Solution, we did so with the intention of giving you the Swiss Army Knife of contact center solutions. Aside from our powerful web phone calling feature, we also integrated this reporting portal so that you can track and analyze the numbers that you need to run your business as efficiently as possible.
In this guide, we're going to be going over how you can best maneuver the different tabs on your Contact Center Professional Reporting Portal as well as how you can best use them for your needs.
Table of Contents:
1. Dashboard
This is the main reporting portal, and is where you can find call data from all of your current extensions (remote and in-office). The dashboard updates in real time, giving you a birds-eye-view of your call performance and distribution.
Think of the dashboard as your main hub, and is the one place you can find all the essential data you need regarding your team's call performance.
Parts of the Dashboard
A. At the top of the dashboard, you will find the Inbound Queue Daily Stats Queue Summary which contains the following:
Total Calls - the sum of all calls made from all active extensions
Answered Calls - the number of attended calls. It shows the service level agreement (SLA) beside it. The SLA is completely customizable
Abandoned Calls - calls that we missed or weren't attended to. Also reflects calls where the caller disconnects before being attended to.
Total Time - the duration of all calls made
Average Talk Time - is the measurement of the average length of each phone call answered
Average Wait Time - is the amount of time a caller waits before being attended to
Answer Rate - the percentage of calls answered
Abandon Rate - the percentage of calls that weren't attended to, missed, or dropped by the caller
Talking - this shows you the total number of current active calls. This is a great feature to track how many of your agents are currently on a call
Waiting - this indicator shows you the number of callers who are waiting to be attended to
From the this area of the dashboard you can even choose to view a queue and how they performed by clicking on the "Select Queue" tab. Doing so would pull up a drop-down menu of all the queues you have available.
B. After the Inbound Queue Daily Stats Queue Summary you will find the breakdown of your Inbound Queue Performance. Customers can have as many queues as they need, and can set them up appropriately to accommodate the different departments they have.
C. Near the bottom of the page is the Outbound Call Details. Here you can find data regarding outbound calls made within the company.
D. At the very bottom of the Dashboard page is the hourly report which includes the total number of calls made, how many were inbound, and how many were outbound calls. This is a great measure if you're looking to track the activity of your team at a particular hour.
2. Wallboard
The wallboard is a key feature of our Contact Center Solution that allows you to see important details regarding performances of your different departments. It shows everything from your Realtime Queue Performance, RealTime Agent Status, and Realtime Agent Performance.
Our wallboard is designed to offer important information at a glance. There are different sub-tabs that break down as follows:
The Queue Wallboard shows you the performance of your individual queues. It shows the total calls made, how many were handled, abandoned, abandoned before the service level agreement, abandoned after the SLA, how many agents are in queue, how many are available to pickup calls, how many are busy, how many calls are waiting to be answered, and the longest call waiting.
The Agent Status Wallboard is another sub-tab that you can use to monitor your agents' activities. It gives you an insight into their phone status (available, not in use), their current break codes, and how long they have been in that code.
*Phone Statuses:
1. Unavailable - this is when an agent doesn't have their web phone up, or got disconnected from the internet
2. Not in use - when an agent has their web phone up but is not in a call
3. Ringing - when a call comes in and before the agent picks up a call
4. Busy - when an agent is engaged in a call
3. Outgoing
The Outgoing Call Reporting Portal comes in handy when you're looking to see information regarding call data made outside of the business. You can break down data according to Date Range and Users. It is great for determining the success rate of your outbound call efforts by breaking it down to the Total Number of Calls made, how many were answered, not answered, and also the average duration of each call.
There are six different sub-tabs inside the Outgoing tab:
Users
From here you can find a breakdown of Outbound calls made by any particular user. You can find calls filtered by the date range and user name.
Clicking on their blue user number opens up data generated by said user.
By Day
This sub-tab lets you generate data from a particular user as filtered by the day.
Clicking on the blue button under "day" lets you sort the calls made by any user from that day.
By Hour
In this sub-tab, you can view the calls made by any particular agent by the hour. Just like before, clicking on the blue highlighted button under "Hour" lets you see data from that period.
By Week
If you want to see your call performance by the week, you can do so by clicking on this sub-tab. It tabulates calls made on a weekly basis.
By Day of the Week
If you're looking to see your call performance from any particular day of the week, this sub-tab lets you see that data.
By Month
Lastly, you can filter calls made on a monthly basis. This is great if you're looking to gauge when your busiest month of the year is.
4. Incoming
The Inbound Call Reporting Portal is where you find important details regarding any inbound call handled by your team. It is filtered by Date Range and Users. Clicking on the main tab brings up two integral reporting sub-tabs, so let's break them down one by one.
By Users
Filtering them by users allows you to bring up the total calls answered, not answered, and the average duration of each call.
The agent extension number highlighted in blue collapses to show you the following details:
It gives you details regarding the date the calls were made, the called ID who made and received the call, Ring Time, Talk Time, a link to a downloadable Recording, and the Status of the call.
These files can be exported to a CSV, Excel, and/or a PDF file.
It gives you details regarding the date the calls were made, the called ID who made and received the call, Ring Time, Talk Time, a link to a downloadable Recording, and the Status of the call.
These files can be exported to a CSV, Excel, and/or a PDF file.
5. Distribution
The Distribution tab lets you access your contact center's call distribution data. This in turn lets you gauge how your team is performing and lets you make important decisions down the line.
The distribution tab has the following sub-tabs:
Summary
Acting as an overview of your call distribution, the Summary page lets you view the numbers that matter. These include the total number of calls, answered calls, your answer rate, answered within the SLA, answer rate within the SLA, talk times, AVG talk time, abandoned calls, abandon rate, abandoned after SLA, and abandon rate after SLA.
From this measure alone you can gauge your performance and allow you to make decisions for your contact center moving forward. Is there a disparity between your answered calls and abandoned calls? If so, you might not be employing enough agents. Is your average talk time high? This might be something that you can train your agents to be better at.
By Queue
From this sub-tab you can view the performances of your individual queues. Is one queue lagging behind and dragging your overall numbers down? You can find and analyze that data from here.
Furthermore, you can click on the blue highlighted queue button to see the performances of each agent belonging to that queue.
By Month
This part lets you view the performances of your queue as filtered by the month. This allows you to make staffing decisions down the line if, say, certain months are less busy than others.
By Day
For an in-depth look at your day-to-day performance, you can choose to filter data by the day.
By Hour
If you want to see how a usual day goes in your contact center, you can breakdown data on your call distribution by the hour.
By Day of Week
This particular measure is great not just for gauging call distribution, but also for dictating your weekly scheduling. Are some days busier than others? You can verify that and get the data from this sub-tab.
6. Agent Reports
Another key feature of Nautilus's Contact Center Solution, our Agent Reports tab gives you access to important reports regarding your agents's performances. We designed this to be as thorough as possible, and to give you insights not just about their performance, but also their behaviors as part of your team.
There are different sub-tabs included here so let's break them down one by one:
Agent Status History
This is a great look at the history of your agents and their break codes. This sub-tab also shows when they started on certain codes, the duration they spent on them, and when they ended a particular status.
Agent Session Summary
This is where you as a supervisor can check on your agents, their break codes, and the duration spent on each. You can filter data by Date Range, User Name, and Break Codes. You can view data based on whichever filter you use.
The image below shows the total number of minutes agents 101, 102, and 103 spent in the system.
As you can see, Agent 101 spent a total of 714 hours, 8 minutes, and 36 seconds on the Offline break code. He went online for a total of 720 hours, 45 minutes, and 50 seconds Online. So on, and so forth.
The idea here is that you can use this data to track where agents are spending the most time on, and how this number can be improved. Less time spent on ACW, for example, means an agent can be online longer and (ideally) helping more customers.
Agent Performance Report V2
This is the bread and butter of our Agent Reports Tab. From here you can filter data according to Date Range, Agent(s), and their respective Queues. The beauty here is that you can choose to see data from multiple agents belonging to multiple queues. The data gathered tallies their total number of calls, how many were answered, the percentage of calls serviced, total ring time, mean ring time, total talk time, mean talk time, total ACW, mean ACW, total handling time, and mean handling time.
Agent Outgoing Performance Report
This part of the Agent Reports tab shows you the data regarding outgoing calls made by your agents. It can filter date range and the name of the agents you wish to pull data from. It shows everything from the total number of calls, answered calls, to mean handling time.
Conclusion
This has been an exhaustive look at the different tabs and sub-tabs included in our Reporting Portal. As we have discussed, the key features included in the Contact Center Professional Solution are our Wallboards, Agent Reports, and the Web Phone. All are powerful features on their own, but together they are a cohesive tool you can use to elevate your business.
Everyone at Nautilus is happy to have you on board. For any questions and clarifications, we're here for you. If you have questions, feel free to send us an email at support@nautilus-network.com
Comments
0 comments
Please sign in to leave a comment.