There are a variety of reports that you can access on Telesero platform which gives you insights on how you, your team and your data are performing.
How to find Reports
Click Reporting Center from the left menu and then a full list of different reports will appear beneath.
The reports are categorised and will allow you get insights on all perspectives of your campaigns and agent performance.
A breakdown of the different reports available follows and gives an understanding of what great tools are available.
Sales Performance
Shows: Sales performance of agents, campaigns of lists.
Fields: agent/campaign/list, # of contacts, # of sales and conversion.
Agent Performance
Shows: An individual agent performance on a campaign.
Fields: user, channel, active time, talk time, pause time, wrap-up time, dead time, wait time, contacts, sales, conversion, avg. wait time.
Agent Time Status
Shows: Summary of total agent activity on a campaign.
Fields: user, campaign, first event, last event, total time logged, active time, talk time, pause time, wrap-up, dead time.
Fronter Performance
Shows: front performance and resulting sales from transfers.
Fields: fronter/agent, calls, transfers, transfer % transfer sales, transfer sales %.
Inbound Performance
Shows: rate of abandonment on inbound queue.
Fields: channel, total calls, abandon percentage, average wait time, average talk time.
List Detail Breakdown
Shows: current view of a the performance of a list
Fields: status breakdown, answer rate breakdown, VOIP usage costs, contact/sales report.