The second report available under the Reports menu is Activity Reports.
This section gives you deeper insight into how your phone system is being used. It will show you:
Inbound/Outbound calls by Agent
Inbound/Outbound calls by Disposition (Answered, Busy, etc.)
Busiest Inbound Times
Best Outbound Times
Don't forget to adjust the timeframe to get the exact view into your call history that you want.
Example Inbound Calls by Agent:
Example Outbound Calls by Agent:
Plan for Optimal Timing
One of the most helpful tools in this section is the heat map. Using visual cues of color, you are able to see, at a glance, which time of day is best for inbound calls and which is best for outbound calling.
The Busiest Inbound Times report shows a heatmap of when you receive the most amount of calls during the selected date range. Use this information to determine your staffing resources needed to answer calls.
Best Outbound Times is a heat map that shows the time of day when the most calls you place are answered. This can give you insight into your target audience and when they are most likely to pick up the phone and you are most likely to connect with a viable prospect. This report will also help understand your staffing needs for maximum efficiency.
Read more about KPI Reports by selecting an option below: