TMS Feature - Inbound Analytics
The purpose of inbound analytics is to provide statistics around inbound calls, including hunt lists and IVRs. These statistics help measure external behaviour, particularly with interactions with Huntlists and IVRs; for example, measuring how often customers reach the end of a huntlist could indicate a need for further actions to be available.
Inbound Routes
The overview of the inbound route shows a summary by DID of which actions were applied and how many times. When a call is invalid, this means that there was no inbound route to take. These values only indicate the immediate action of the inbound route; for example, if an inbound call goes initially to a huntlist and then an IVR, it would only count toward the huntlist count.
Hunt List
The overview of Hunt lists shows how many levels or actions a number had to go through before being answered. Hunt lists should get callers to their destinations as soon as possible. Huntlists with high call counts on higher huntlist levels (Such as "Level 5>") might indicate poorly configured and inefficient inbound routes.
The IVR Menu
IVR summary shows which callers selected options and how often, also to view how many calls were Timed Out (TO), chose Invalid options (INV), hung up (HU), or select the “other” option to be transferred to an operator.
IVR menus with high Invalid(INV) or high Hungup (HU) counts might indicate ambiguous IVR options or options not listed in the IVR menu. Consider the goals of these callers and perhaps include this option in the IVR menu. Similarly, IVR menus with higher counts on later options might indicate the preferred menu options for the majority of callers. Consider moving these options closer to the front of your IVR menu.
Queue
Queue summary shows the active queues as well as their Total Calls, Answers Calls, Abandoned Calls, Average Waiting Time per call and their Average Call Time. For more in-depth call traces, Call Logs can be accessed by clicking through particular values or by selecting the “Open Call Logs” button within the Report Options on the Inbound Analytics page.
Inbound Call Logs
As with Queue Call logs, the inbound call logs can be filtered by date range and inbound call option, whether it be hunt list, IVR, queue, hangup, transferred etc.
With each call log, the administrator is able to expand the view by clicking the “+” to see all events that occurred within this call. If a “Play” button is present, the call was recorded and available for listening or downloading. A warning indicator will be present if the call has more than four events and that the call should be inspected.
In the event of attended transferred calls, the detailed steps of inbound calls will only be available until the transfer occurred. This is because an attended transfer is a new call and so do not form part of the initial call.
Articles Related “How To” Document Links:
Agent
How to View All Agent Analytics.
How to View Individual Agents Analytics.
Queue
How to View ALL Queue Analytics.
How to View Individual Queue Analytics.
How to use the Queue Analytics to trace Inbound/Outbound calls.
Inbound
How to View Inbound Analytics.
Campaign
How to View Campaign Analytics.
Automated
Related Articles
TMS Feature - Campaign Analytics
Campaign Analytics provides an in-depth view of the performance of each campaign. The main page offers an overview with filters that can be used to display dates and campaigns in their progress phases. The campaigns are shown in their dialer ...TMS Feature - Agent Analytics
Analytics pages give the administrators insights into various facets of call behaviour, allowing an in-depth understanding of call patterns. Agent Analytics For a fuller understanding of the difference between Agents and Participants, please refer to ...TMS Feature - Queue Analytics
The main Queue analytics page allows an administrator to see an overview of the performance of the available queues. The queues are grouped by type, which indicates the focus of call statistics for that queue, i.e. inbound or outbound. This page ...TMS Feature - Automated Reporting
Automated reporting is a Manager login specific function. Most of the reports found under this section correlate to the exports found on the corresponding pages within the TMS. There are currently two categories of the report available: Call Centre ...TMS Feature - Agent Workspace
The Agent workspace is not part of an administrator’s view but forms an essential part of the TMS. This is where a high productivity user will work from and requires an extension enabled as an agent. The main reasons for enabling agent extensions are ...