Purpose and features
This report helps organizations identify callers who have contacted your operation multiple times within a specified date range. Understanding repetitive call patterns can provide valuable insights into customer experience and areas for improvement. The following are the components of this new report.
Table: This section displays call details in a tabular format for detailed analysis. Each row represents a call, with the following columns:
Call Date: Date and time of the call (e.g., 2024-05-14 10:32:18).
Caller Number: Phone number of the party who initiated the call to the operation.
Answer Status: Indicates whether the call was answered or not.
Graph: This visual representation displays the ratio of:
Single Callers: Number of callers who contacted the operation only once within the selected date range.
Multiple Callers: Number of callers who contacted the operation more than once within the date range.
Benefits
This Repetitive Caller Report empowers managers to leverage call data for a deeper understanding of customer interactions and optimize their contact center operations.
Identify Potential Issues: Repetitive calls may indicate unresolved customer issues or areas where communication needs improvement.
Prioritize Callbacks: By identifying repeat callers, you can prioritize callbacks to address their concerns more efficiently.
Targeted Training: Analyze repetitive call reasons to identify areas for agent training and address common customer challenges.
Enhanced Customer Experience: By understanding repetitive call patterns, you can proactively address potential issues and improve overall customer satisfaction.
Flexibility and Sharing: Downloaded CSV files allow further analysis outside the report and easy sharing with stakeholders.
Instructions
You may reach Repetitive Calls Report on the Visual Reports in the Reporting module.
Reporting > Visual Reports > Repetitive Calls Report
User can work with the filters to select the data they want to focus on.
The charts are dynamically generated according to the filtered data.
The table can be used to further investigate individual records.
Users can export the results or may check previously downloaded files.
We wish your operation benefits from this new release and look forward to hearing your feedback!