The Call Center Analytics and Reports allow you to see statistics about a queue's performance over time. You can modify different sections to obtain better results based on the calls information, such as the Service Lever Agreement or the Call Volume. There is also a dedicated section to see the Conversational Analytics Dashboard, explicitly designed for dental practices to boost revenue.
Call Center Analytics Dashboard
You will see the "Call Center" section at the top of the Portal web page. The home screen/ dashboard will show up on your screen when you click on it. If you cannot see this panel, please make sure you are an Office Manager or a Call Center Supervisor.
This panel shows a summary of the most critical metrics of the queues. You can place your pointer over the help icon to find every abbreviation's meaning. Here are the definitions:
|CW||Callers Waiting||Active number of callers waiting in the selected queue. If none selected, total for all queues will be displayed.|
|AWT||Average Wait Time (min)||Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed.|
|AHT||Average Handling Time (min)||Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)|
|ABN||Abandon Rate (%)||Percentage of calls offered that were abandoned in the selected queue. If none is selected, the total for all queues will be displayed. (Abandoned Calls)/(Calls Offered)|
|CA||Calls Answered||Number of calls answered by agents in the selected queue. If none is selected, total for all queues will be displayed.|
|CV||Call Volume||Number of calls originating through the selected queue. If none is selected, the total for all queues will be displayed. Includes answered calls, abandoned calls, forwards, and voicemails.|
You can edit the Stats Grid by clicking on the gear above the panel.
A new panel will pop open with two tabs: Stats Grid and General.
The first tab will show all the options you can enable in the Stats Grid panel. You can also modify the Lower Threshold and the Upper Threshold. Keep in mind should be less than the Upper Threshold. If it is left blank, the color will turn yellow at 70% of the Upper Threshold.
In the General tab, you will see the Service Level Agreement to trace the acceptable amount of time (secs) when a call was answered. This is also used in calculating the Service Level Stat.
This panel will show custom reports about the queues and agents who belong to them. You can find the Reports tab on the right side above the Stats Grid panel.
When you click on it, a new screen will pop up on your screen. You can select five available options: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned.
You can also select a specific date and time to see the reports.
The queue statistics provide attributes you can modify by clicking over the gear on the right side.
You can select a specific call queue you want to see the reports. The reports will appear below the call volume graph.
The Agent statistics will show a report between other agents who belongs to a queue. You will see each agent in a different color with the attributes you select below the graph.
You can select in the checkbox the agents you want to see the statistics or uncheck all of them by clicking on the graph icon.
The agent availability allows the Office Manager and Call Center Supervisors to know how much time an agent has been logged or not in the queue. You can see different values such as extension, domain, department, Logged in (LI), available (AM), unavailable (UM), lunch (L), break (B), meeting (M), other (O), and web (W).
Dialed Number Stats
The Dialed Number Identification Services (DNIS) is the base for this portal's feature. You can see the number that the caller dialed in the graph and also in the chart below this one. Enable the options to see different content in your graph and table.
The system can generate a graph with calls hung up before being transferred out to an agent. The graph shows the number of abandoned calls versus the date and time. The chart below contains information about the caller and the called and the wait time.