At Talkdesk, we appreciate that your time is valuable. That’s why we have designed an intuitive dashboard for conveniently analyzing the performance of your team. In addition to displaying comprehensive metrics, Talkdesk’s interface also gives you access to over a dozen prebuilt reports. These reports can be run on-demand or scheduled at the frequency of your choice using our report scheduler.
With over a dozen prebuilt reports to choose from, you’re sure to find the data you need. Our reports provide you with detailed information regarding call activity, agents and ring groups, phone numbers and disposition codes. These prebuilt reports will allow you to measure service quality, team performance and other call center metrics when it is most convenient for you and your team.
With the call activity reports, you can choose to receive emails containing the most relevant metrics for inbound calls – including a breakdown by call type, outbound calls and service level. This allows you to analyze your most important call center KPIs so you can make data-driven decisions.
Agent performance reports enables you to effectively supervise your team without being physically present at all times. It displays agent metrics such as total calls, average speed to answer, average call duration and availability. With these reports, you can compare agent metrics with your team goals to help identify agents who need additional coaching, as well as those who deserve recognition.
Our disposition code reports details how many times each of your inbound and outbound disposition codes were selected for each phone number. This data may help you to identify product or service issues, analyze team performance, track feature requests, identify geographic regions for expansion or quantify other types of data that may be relevant to your team.
If you need to access data quickly, run any prebuilt report “on-demand” using our report scheduler. These reports are automatically processed and can be sent to any email address instantaneously. You’ll be able to customize the range of dates for which you’d like to see metrics, giving you access to granular data for only the most relevant time periods.
With scheduled reports, you can decide when reports are sent, how often, what data they contain and who they are sent to. Choose from daily, weekly or monthly emailed reports that provide you with all the details you need to stay current on your call center. Using scheduled reports is also a good way to keep key stakeholders informed as you and your team progress.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.