StringeeX
StringeeXContact UsIntegration
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  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Call report interface
  • (1) Information filter & export data
  • (2) Visualized graphs
  • (3) Criteria and statistics
  1. II. System Features
  2. 6. Reports
  3. 6.1 Statistical reports
  4. 6.1.1 Call

Call reports

The call statistics aggregates data about all inbound and outbound calls in a given period, including metrics such as number of calls, call time, performance metrics, etc.

Previous6.1.1 CallNextCall history reports

Call report interface

(1) Information filter & export data

  • Duration: the period of the reported data to be searched.

  • Hotline: select the hotline number for the call (call to this hotline or call out from this hotline).

  • Agent: select the agent to search for information.

  • Queue: select the queue (one or more) to see the report. Note, the queue is used to receive incoming calls, so you can only see the statistics of incoming calls if you filter by queue.

  • Campaign: select the campaign to call out for results statistics (if any).

  • Search: the results returned after pressing search.

  • Export data: export the filtered results to an excel file.

(2) Visualized graphs

  • Horizontal axis: time of total call statistics (including inbound calls, outbound calls, internal calls)

  • Vertical axis: total call statistics (including inbound, outbound, internal calls)

Users click on points on the graph to see the total number of calls at each time.

(3) Criteria and statistics

  • Total calls: total number of calls including inbound, outbound and internal calls

  • Total inbound calls: total number of incoming calls

  • Total outbound calls: total number of outbound calls

  • Total calls to the queue: the total number of calls (if went through the IVR) that entered the queue (maybe the client met the agent - call status is a call meeting, or an agent can't be met) missed call voicemail)

  • Total missed calls: Total number of missed calls (not met) and number of missed calls (Incoming calls have been queued and have not been received/answered).

  • Total successful outbound calls: number of successful outgoing calls (outbound calls)

  • Total time of inbound calls: the total time of all incoming calls, from the time the call is connected to the contact center to the call end, including IVR waiting time (if any) and phone waiting time (if any)

  • Total outbound call time: the total time of all outgoing calls, from the time of ringing to the end of the call, including hold time (if any)

  • Total IVR time: total time the customer listens to the IVR greeting (including meeting, missed and stopped calls at IVR)

  • Average IVR time: total IVR time divided by the number of calls in IVR (including meeting, missed and stopped calls at IVR)

  • Average response rate (ASA): equals to the total waiting time of the meeting calls divided by the number of meeting calls (statistics only for incoming calls). Call waiting time is counted from the time the call is queued until the agent answers, excluding the time the call is in the IVR.

  • Total unsuccessful outbound calls: number of unsuccessful calls (including failure to contact the customer, the customer not answering the phone, network error if any, software error if any)

  • Trung bình thời gian đợi: bằng tổng thời gian đợi các cuộc gọi vào hàng đợi chia số cuộc gọi vào hàng đợi, bao gồm cả cuộc gọi gặp và cuộc gọi nhỡ, chỉ thống kê chiều gọi vào. Thời gian đợi của mỗi cuộc gọi là thời gian chờ trên báo cáo lịch sử cuộc gọi, tính từ thời điểm cuộc gọi vào hàng đợi đến khi agent nghe máy hoặc cuộc gọi kết thúc mà agent chưa nghe máy, không bao gồm thời gian khách hàng nghe lời chào IVR

  • Average waiting time: equals the total waiting time for calls to be queued divided by the number of calls to the queue, including both met and missed calls, only counting the incoming calls. The waiting time of each call is the waiting time on the call history report, from the time the call is queued until the agent answers the phone or the call ends without the agent picking up the phone, excluding the customer's time. Welcome to IVR

  • Total answering time: the total talk time from the time the receiver answers the phone to the call end, including inbound and outbound calls. The answering time of each call is the talk time on the call history report, from the time the customer and the agent start talking to each other until the call ends, including the time on hold ( if any)

  • Average call time: equals to total call time (including inbound and outbound calls) divided by total number of calls met (including inbound and outbound calls)

  • Average Answer Time (ATT): equals total talk time divided by total answered calls, including inbound and outbound calls, excluding pause/hold

  • Average hold time: equals to the total time on hold (pause/hold) divided by the number of calls using the hold function