In call centers, data management and the analysis of customer interactions are critically important for operational efficiency. The Queue Scripter Report is a comprehensive analysis tool containing details of the scripter (forms/scripts) filled out by the customer agent via the relevant queue during a call.
This report offers a holistic perspective by combining call details with structured data entries made during the call (such as survey responses, order forms, checklists, etc.).
Purpose and Features
The primary purpose of this report is to measure the efficiency of dynamic forms (scripters) used in call center operations and to track the accuracy of the entered data.
Key Features:
Integrated Data Structure: It presents not only call metrics (duration, number, etc.) but also the "content" of the call consisting of scripter data.
Flexibility: It allows for the analysis of different scripter structures used in different queues within a single report.
Detailed Breakdown: It enables monitoring of form completion performance on a customer agent basis.
Traceability: It provides definitive proof by matching which data was entered in which call via the Call ID.
Benefits
The main value additions provided by the Queue Scripter Report to operational processes are:
Quality and Compliance Control: It allows for auditing whether agents are filling in mandatory fields and adhering to the script.
Customer Insight Analysis: Responses given within the scripter (e.g., customer satisfaction surveys or cancellation reasons) can be analyzed collectively to make strategic decisions.
Sales and Marketing Verification: In sales calls, it can be verified whether product information and approvals have been entered into the system correctly.
Report Filters
To narrow down the data and perform targeted analysis when generating the report, the following filters are used:
Queue: Filters the specific call queue (department or line) from which the report will be pulled.
Agent: Allows listing data specific to a certain customer agent.
Date: Determines the time range (Start - End) the report will cover.
Scripter Name: The name of the specific Scripter form to be analyzed.
Call Type: Filters the direction of the call (Inbound / Outbound).
Report Columns
Column Name | Description |
Call ID | The unique identity number of the call in the system. |
Entry Date | The date and time information when the call entered the system. |
Phone Number | The phone number of the customer contacted. |
Call Type | Indicates the direction of the call (Inbound / Outbound). |
Queue | The name of the queue where the call was processed. |
Customer Agent | The name of the agent who answered the call and filled out the scripter. |
Result Code | The result code selected within the scripter. |
Reason Code | The reason code corresponding to the selected result code. |
Notes | Notes entered into the system by the agent within the scripter during the call. |
Scripter Layout Name | The name of the scripter layout used. |
Scripter Name | The system name of the scripter activated in the call. |
Scripter Data | The most critical area of the report. It contains the answers given to questions on the scripter, selected checkboxes, and entered values. |
Usage
Navigate to Reporting > Call > Queue > Queue Scripter Report.
Apply your desired filters in the report settings.
Click on the "Apply" option to generate the report.
You can export the generated report by clicking the "Download" button.
