Most Common Inbound Reports
This report will calculate the answer rate over a defined time frame for each agent. With Natterbox the answered calls will be a call reporting record but missed calls will a phone event record. To gather this data into one report, you can use a joined report.
Please note: You will need to make sure that you have phone events enabled in your routing policies to create this report.Abandoned rate or answer rate per queue
This report enables you to select between focusing on abandoned calls or answered calls, with only slight variations in naming. Different organizations also define abandoned calls in various ways, and you have the option to include callbacks or not. By categorising the field From Call Queue Last Disposition, you can tailor this to meet your business requirements.Average Call Queue Wait Times
Call queue wait times is one of the most important metrics in a contact center. Ensuring you have a consistent call queue wait that suits your callers is an essential metric to monitor.Inbound Average Handle Time per Agent
Agent handle time is time spent talking to the caller and time spent wrapping up the call. This metric is important to understand how many calls each agent can take in a day and can be an easy place to find efficiences by reducing handle time.Calls that went to voicemail
With Natterbox you can manage calls that go to voicemail in lots of ways. Creating a report is a great place to start.Users that missed a call for a reason within their control (rejected, ignored, no webphone connection)
An agent can miss a call for lots of reasons that are within their control. With Natterbox, the records to focus on are agents rejected a call, agents ignoring a call and agents with their webphone closed.Call Queue SLA reporting
This reports allows you to understand if you are meeting your SLAs over a set time period, this could be a week, a day, an hour!Inbound Number Usage
This report allows you to see which of your inbound numbers are getting the most call traffic.Inbound Call Volumes Per Hour
This report allows you to manage call volumes per hour of the day to ensure you have enough users to handle calls and keep queue wait times within SLAs.
Most Common Outbound Reports
Outbound connected rate per agent
This report allows you to see how many outbound calls are connected for each agent.Number of outbound calls per contact or lead (or other object)
This reports allows you to group the outbound calls by lead or contact or any other object that calls are associated with.Outbound Caller ID reporting
If you are looking at reporting on the outbound caller id or the number that the user presents on an outbound call. The hierarchy for how the outbound caller id is: CLI set in the routing policy, CLI chosen by the Natterbox User (My caller ID), CLI set on the individual Natterbox User and lastly, the org wide default (External Caller Id Number found on the Account Settings page).Outbound average handle time
This allows you to report on handle time per agent. Handle time includes time talking to the other party and also time spent doing post call notes. This could be combined into an overall metric by adding inbound to the Call Direction filter.