Reporting

Reporting and analysis are very important for supervisors in the contact centre environment. Anywhere 365 includes advanced reporting tools which allow you to analyse data and generate reports to monitor the performance of your agents, along with the effectiveness of the contact centre.
There are over 20 reporting tools. The broader reports give supervisors insights on a variety of analytics, including

  • turnaround times
  • customers’ average waiting time in the queue
  • missed calls, call durations
  • busy or quiet periods

Additional reports can be generated to create comparisons or overviews of months and years, or significant events, such as the impact of COVID.

The system also enables reporting for individual agents, which allows for coaching and mentoring. A very important point in ensuring that this works effectively is agents use their status indicators correctly.

Find out more about reporting in the Dialogue Intelligence user guide.

Monitoring and call recording

Call recording is a useful Anywhere 365 feature available to UCCs. It serves the dual purpose of ensuring accountability and assists with mentoring and coaching of agents.

Calls can be downloaded in Edge or Internet Explorer from the Dialogue Overview report.

Another very useful monitoring function for supervisors is the Listen In feature. This allows supervisors to listen in on calls to monitor agents and provide advice and feedback. The Whisper feature allows the supervisor to speak to or coach the agent during a call without the customer hearing. This also helps to facilitate training and mentoring.

Report types

Welcome Report
The starting point / overview of all reports. From here, you can browse to every other report with a simple click.

Agents Report
Total Agents display all information relevant to all agents. From here, you can zoom in on a single agent or continue to one of the other linked agent reports.

Agent Scorecard
This report displays all useful information of a single agent. A single overview provides you with all of an agent’s contact moments.

Contact Report
Contact Report displays all information relevant to all contacts. From here, you can zoom in on a single contact or continue to one of the other linked customer reports.

Caller Scorecard
This report displays all useful information of a single caller. A single overview provides you with all of caller’s contact moments.

Skills Report
Total Skills display all information relevant to all skills. From here, you can zoom in on a single skill or continue to one of the other linked skill reports.

Skill Scorecard
This report displays all useful information of a single skill. A single overview provides all agents and callers who have connected via a specific skill.

UCC Report
This report provides all the relevant UCC information. This can be all UCCs in a combined overview or a single UCC, depending on the parameter configuration. This will likely be the most commonly used report for supervisors wanting an overview of theIR contact centre's performance.

Summary Report
An overview of all the information related to a time range.

Transferee Report
This report contains all information about transfers, including who is sending and receiving them.

Netnumber
The net number map, lets you see where your callers are calling from. This is only available for caller whom calling from a fixed number.

IVR
IVR Report displays all information relevant to all the Interactive Voice Recording menu.

Status Overview
This report displays all useful information of agents’ status-changes. This can be of all status changes or a selection of statuses, depending on the parameter configuration.

Heatmap
This report displays a different way to see your dialogue, in the form of a heatmap.

Dialogue Overview
This report displays all useful information related to calls. This can be all calls in a combined overview or a selection of calls, depending on the parameter configuration.

Hunting Overview
This report displays all useful hunting information. This can be all hunts in a combined overview or just a selection, depending on the parameter configuration.

Specific Call
This report displays a detailed view of a single conversation. The conversation is displayed as a workflow. Furthermore, information about the UCC at that time is displayed.

Specific Chat
This report displays the chatlog of a single conversation. The conversation is displayed as a workflow.

Dialogue Routing
Shows the input and output per communication channel per UCC in a visual graph.

Classification
This report displays classifications set by agents, with additional information.

Future Intelligence
This report displays skills and action types in graphs per selected periods.

QM Report
This detailed report displays the feedback the customer gave in the quality monitoring.