Analytics
Go to the "CRM" section and open the "Call Analytics" tab.
You will see a page with detailed analytics. The following tabs are presented in this section:
- Analytics. Call analytics includes the collection and analysis of data on calls. Based on the gathered information, it is possible to identify bottlenecks and optimize customer interaction processes.
Story. The call history consists of saved data on previously made calls. Having a history of calls allows for analyzing interactions with clients and helps the team navigate previous inquiries more quickly, improving the quality of service.
At the top of the "Analytics" section, you have access to a search bar and a filter. Filters allow you to quickly find the necessary data without having to scroll through all the information. This can be especially useful for teams working with a large volume of calls and needing a convenient way to track their status and characteristics.
The following filter conditions are available to you:
Created Date. This condition allows you to limit the selection of calls based on the time of their creation. This can include specific dates or date ranges.
Call took place. This condition is intended to sort data based on successful calls. It allows you to filter information and obtain analysis only for those calls that were successfully completed, meaning that there was a response and a dialogue took place.
If the "Call took place" filter toggle is in the active position (turned on), the analytics will show only those calls that actually occurred, allowing you to focus on real interactions with users or clients.
If the toggle is off (inactive), the analytics will include all calls, regardless of whether they were completed or not. This will provide a complete picture of calls, including missed, failed, or erroneous calls, which can help in analyzing the overall volume of communication and identifying possible issues in user interaction processes.Admin. This condition allows filtering data by a specific administrator who made the call.
The "Manage Filters" function is needed for more precise and convenient analysis of call data.
By selecting various filter conditions, you can create a "set" filter that can be saved for later use. This is especially convenient if you frequently search for the same data.
You can copy a unique link to the "set" filter and send this link to other team members so they can quickly access the same filter settings and see a similar selection of calls. This significantly simplifies collaboration and discussions.
With the help of filters, the team can find the necessary data more quickly, making it easier to manage time and resources and improving overall productivity.
Click the "Manage Filters" button, then click "Copy Link." The link to the filter will be copied to your clipboard.
The "set" filter will also be saved in the page address. You can also copy the page address and forward it to your colleagues. If a colleague follows this link, the "Call Analytics" section will open with the "set" filter you created.
Below, you will find data on calls. The overall call analytics includes:
- In. This is the number of calls received on the platform from clients. This metric is important for analyzing client interest in services and identifying peak periods of activity.
Out. This is the number of calls made by platform employees to potential or current clients. This section helps monitor the team's activity regarding proactive client interaction.
Call count. The total number of calls (incoming and outgoing). This is an overall numerical metric that helps understand the team's workload.
In. dur. The number of sales made through incoming calls. This metric helps evaluate how effectively operators handle incoming requests.
Out. duration. The number of sales made as a result of outgoing calls. This reflects the effectiveness of sales during active contact with clients.
Duration. The total number of sales, including both incoming and outgoing calls. This metric provides a complete overview of the sales department's results.
Avg duration. The average number of sales over a specific period. This helps assess overall productivity and effectiveness.
Sales amount. The total amount obtained from all sales made through calls (both incoming and outgoing). This metric is important for analyzing the financial effectiveness of the work.
% conversion. The percentage of calls that resulted in a sale compared to the total number of calls. This metric helps to understand how well the team is managing the task of closing deals and also helps identify areas that require improvement.
Below is the "Representative Call Statistics".
This chart is designed to analyze the effectiveness of employees involved in sales or customer consulting over the phone. It allows you to assess how representatives' calls impact overall business results and to identify areas for improvement.
Click on the card to display detailed statistics on each metric in the chart:
Call count. The total number of calls made by representatives over a certain period. It helps assess the team's activity and determine how well representatives are performing.
Duration. The number of successful deals made as a result of calls. This metric allows you to understand how many calls were converted into actual sales. A high sales rate compared to the number of calls may indicate high-quality customer interaction.
Sales amount. The total revenue generated from sales resulting from calls. It allows you to evaluate the financial contribution made by the employees. This is an important indicator for analyzing the success of marketing and sales strategies.
Below are the "Calls from representatives".
This table provides detailed information about customer interactions for each administrator. It allows for analysis of how effectively the administrators are working and where improvements may be needed.
Story
The "History" section is intended for analyzing and tracking made calls. In this section, you will see a list of outgoing and incoming calls:
- From. Indicates who from the team made the call.
To whom. Indicates which user the call was directed to.
Duration. Indicates how long the call lasted.
Date. Shows the date and time when the call was made. It allows tracking activity during specific periods.
Integration Type. Indicates through which system the call was made. It helps understand which communication channels are most effective and popular among employees or clients.
Actions. Contains available actions to perform with the call recording. It simplifies working with data, allowing easy management of call records, and provides opportunities for analysis and training.
At the top of the page, you have access to a search bar and filter:
- Search. Free search by keywords.
Click the "Add Filter" button and select a filter condition from the list:
- Date. This condition filters calls by the start and end date and time of the call.
Incoming call. This condition highlights only incoming calls.
Duration. This condition filters calls based on a specific duration.
Admin. This condition filters calls made by a specific employee.
Contact. This condition filters calls to specific contacts from the CRM list.
