Custom Reporting

Create custom reports by filtering by ring group, phone number, agent, department and time frame to effectively analyze the metrics that matter to your business.

With Talkdesk, you can create custom reports by filtering your metrics by ring group, phone number, agent, department and timeframe. This allows you to drill down into granular data to get a better sense of your team’s performance. For example, you can view metrics for ring groups (i.e., “Support”), view metrics for a specific phone number assigned to a certain ring group (i.e., support phone number for the San Francisco office ring group) and gain a comprehensive overview of metrics from a ring group that has multiple phone numbers assigned to it (i.e., support team that fields calls from the Enterprise and SMB phone numbers). This call center software feature makes it simple to analyze the metrics that matter most to you and your team so you can make decisions that drive results.

Intuitive Dashboard

Talkdesk displays metrics in an intuitive dashboard and allows you to filter these metrics with a simple dropdown menu. This makes it simple to keep an eye on the call center metrics that are most important to you and your team.

Comprehensive Metrics

Custom reporting allows you to view the following metrics for each phone number, each ring group, all phone numbers, all ring groups or a combination of phone numbers and ring groups:

  • Number of inbound calls (answered, missed, abandoned, directed to voicemail and completed)
  • Number of calls abandoned (in the IVR, in the waiting queue and en route to an agent)
  • Total number of callers directed to voicemail (during business hours, outside of business hours, from the IVR and from the waiting queue)
  • Service level
  • Wait time (total, average and longest)
  • Average abandonment time
  • Total number of outbound calls (initiated by agents, answered by customers, not answered by customers and transferred)

These comprehensive metrics allow you to easily analyze team and phone number performance so you can make data-driven decisions that will have a measurable impact on your call center efficiency.

Custom Reporting Time Frame

The above metrics can be easily filtered by a date range of your preference as well as by the minute, hour, day, week and month. This enables you to hone in on specific time periods to assess a ring group’s or phone number’s performance for that time frame.

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