In the Manager App, you have access to a wide set of statistics. You can use them to get an overview of the current level of activity, the overall quality of the service and to get the most out of Specialized Help. All this information is extremely valuable for your company and it is important to use it to its full potential.
Understanding Call Outcomes
Call data is the most important information you can find on your Manager Dashboard, and it provides you with valuable insights about the quality of your service. Here, you can see how many calls go unanswered or are abandoned by the caller. A high level of abandoned requests means that your agents weren’t able to answer calls in time. This can happen for the following reasons:
- Your agent(s) might be busy with another call, being unavailable to answer the incoming one. In this case, you might want to consider adding an additional agent to handle all the incoming requests.
- The caller hung up the call after a short waiting period, not allowing your agent to answer the call in time. For example, this can happen when the caller makes a request by mistake or changes their mind after the request has been forwarded. You should expect a low level of abandoned requests with a short waiting time, but if the number rises you should investigate the issue with your agents or contact the technical support.
- Technical issues such as connection problems, oversaturated lines or difficulties to answer the incoming request. If your agents are experiencing these issues, please contact the technical support.
Failed calls are requests that haven’t been able to connect. This situation happens rarely, and it is mostly due to technical problems; if you are experiencing a high level of failed calls, please contact the technical support.
Call Length and Hourly Calls
Data from call length and the amount of hourly calls provide you an insight of the current level of activity of your service. The most important information here is call length. A longer call time means that your agents are providing a comprehensive service to the callers, but keeping agents busy for longer also means that they won’t be able to answer all the incoming requests. Keeping a reasonable call length is important to provide an efficient service. To make sure that your agents are communicating effectively, it can be beneficial to make sure they have knowledge about visual interpretation. For more information, check out our Tips for Effective Visual Interpretation.
Hourly calls allow you to check the most active hours of the day. You can use this data to better organize your opening hours and to allocate your agents throughout the day in the most efficient way. If you see a sudden rise of calls and abandoned requests happening at the same time, it means that your agents cannot keep up with the level of activity in peak hours, and you might need to consider adding an extra agent to handle all the incoming requests.
Customer and Agent Satisfaction
In this section, you can check both the satisfaction levels of the callers and of your agents. This data allows you to always be aware of potential issues arising during calls. Always keep this section under control to troubleshoot problems as they arise.
Support issues can be handled directly with your agents and mostly refer to the quality of the service you are providing; it includes situations in which the agent isn’t able to assist the caller, when the caller or the agent behave inappropriately, or when the request isn’t related to the service you offer. On the other hand, technical issues mostly relate to video and audio troubles and can be addressed by contacting the technical support.
Your agents can benefit from troubleshooting some of the common technical issues, to resolve them during the call. For more information, check out How to Troubleshoot Common Technical Issues.