Call center report: After call survey
The section computes two types of reports:
- a report with the status of the calls initiated by Accolades to perform the after-call survey;
- a report with the answers to the survey.
The process for generating a report uses the following properties:
- report type
- defined the analyzed data: the status of the initiated calls or the given answers;
- waiting queue
- defines the waiting queue to be analyzed;
- analyzed calls
- defines the call category to be processed: all calls from the queue or just the calls from the current survey (ignoring the calls from previous surveys);
- From date
- the starting date for the report;
- From hour
- the starting hour for the report;
- To date
- the finishing date for the report;
- To hour
- the finishing hour for the report.
Calls report
The report contains the status of the outgoing calls started by Accolades. It is displayed as a table with the following columns:
- Total
- total number of initiated calls;
- Completed
- total number of completed surveys;
- Partial
- total number of partially completed surveys;
- Error
- the number of calls that could not be started (for example, to an anonymous number);
- Unavailable
- total number of calls that were started without being able to contact the destination (for example: no signal on the mobile device);
- No answer
- the total number of calls that did not get an answer;
- Busy
- the total number of calls with a busy signal.
Answers report
The report displays the answers given by the callers to one or more surveys, for one waiting queue. It is displayed as one or more tables, one for each survey.
A table has the following columns:
- Question
- the text of the question, as it was filled up in the question definition;
- PPairs of columns Key 0-9, Total 0-9
- the key column displays the text for the corresponding answer, for the given key and the total column displays the total number of answers for that key.