Useful reports in call center

asterCC commercial call center system provides a rich type of statistics reports, users can view the report according to their needs, and here we list some common useful reports.

Outbound call center is mainly concerned about the contract situation, agents efficiency and data usage.

• Click statistics → agent_details
• This statistics provides agent work report, it could give all agents statistics in a campaign or several campaigns in a period of time

• Click statistics → outbound_details
• this report provides the call records for one agent or one device, it also provides the amount of all kins of call durtaion

• Click campaign → Statistics
• System provides different reports based campaign, such as call result, success rate ..

• click dialer → Statistics
• this reports gives all data in a campaign using predictive dialer, provides a reference for our set of pre-dialing parameters

• We use dialer filter to move the number from customer package to dialer list, say we can add a automatic dialer which execute every 9am, it will recycle all answered customers who did not talk to agent to dialer, then the dialer would dial them again
• click dialer → filter_log
• this log provides how dialer filer work

• click campaign → data_monitor
• this report is used to check the data usage in campaign