The Reporting section empowers authorized supervisors/admins to access historical reports for comprehensive review of performance metrics related to customer interactions made within the system across the channels. This feature enables supervisors/admins to analyze trends, assess business operations performance, and gain valuable insights into call handling efficiency over time, facilitating data-driven decision-making and continuous improvement efforts.
Reports can be accessed in the Admin Portal: Admin Portal > Reports > Report.
Default screen for the Reports page is as below:
By default, the Admin Portal provides a comprehensive suite of out-of-the-box reports, offering immediate access to essential analytics and insights. These reports cover key metrics and performance indicators, enabling administrators to quickly assess operational health without the need for extensive customization or setup. Out-of-the-box (OOTB) reports are as follows:
| Report Name | Definitions |
| IVR FY Breakdown Report | Analysis of transaction volume and IVR option usage over the course of a year, with a monthly breakdown for deeper insights. |
|
Performance Indicator Report (Monthly) Performance Indicator Report (Weekly) |
Overview of monthly agent productivity, including the calculation of the Productivity Index for each agent. The index is determined by assessing the average number of calls an agent handles during designated 'Productive' time, relative to the average handling time. The report also presents detailed metrics on the total number of calls handled by each agent, along with relevant call statistics (e.g. agent status duration including total login time, total available time and default busy status time). |
|
Callback Report (Local/Domestic) Callback Report (Overseas/International) |
List Callback requests distinguishing between domestic and international callback numbers confirmed by callers. Separate report will be generated for domestic/local and international callbacks. The Local Report displays all callback requests with confirmed local contact numbers, while the international/overseas report showcases callback requests with confirmed overseas contact numbers. |
|
Service Level Report (Daily) Service Level Report (Monthly) |
Detailed breakdown of key call handling metrics, including answered calls, abandoned calls, transferred waiting time, and longest waiting time. These metrics are compared against the designated service level that aligns with the business requirements. |
IVR FY Breakdown Report:
Select "IVR FY Breakdown Report" option from the Reports Template dropdown.
The admin user will be asked to fill the form, to filter out the report.
| Field Name | Definitions |
| Start Date | Start Date of the Report. Date selection is mandatory |
| End Date | End date of the Report. Date selection is mandatory |
| Enter Agent ID | Enter Agent ID for which report has to be generated. Admin user can add specific agent ID, else report generated will be for all the agents performed in the selected date range. |
| Select Queues | Select the queues for which report is needed. This is an optional field. |
Note: System by default considers FY as April to March. Date range selected must be within 1 year and from two different calendar year, for e.g. 1 April 2023 till 31 March 2024.
Click on the button to download the report in xlsx format. XLSX template is detailed below:
| Report Column | Definition |
| Report Name | Type of Report and the filter selected |
| Selected Dates | Filtered Date range. |
| IVR Tag | IVR Tag Name defined during the call flow setup. |
| Month | Monthly breakdown of the metrics. |
| FY Total | Total count of the monthly metrics data. |
| Avg. Monthly Vol | Total count monthly metrics data/total count of months. |
Performance Indicator Report:
Select "Performance Indicator Report" option from the Reports Template dropdown. Admin user will get option to either select weekly or monthly report.
The admin user will be asked to fill the form, to filter out the report.
| Field Name | Definitions |
| Start Date | Start Date of the Report. Date selection is mandatory |
| End Date | End date of the Report. Date selection is mandatory |
| LOB | Selection of LOB for which report is needed. System will default the LOB selection based on Admin Portal LOB. If any admin has access to more than one LOB, they can select one of the LOB and download the report. |
| Enter Agent ID | Enter Agent ID for which report has to be generated. Admin user can add specific agent ID, else report generated will be for all the agents performed in the selected date range. |
| Select Queues | Select the queues for which report is needed. This is an optional field. |
Note: If date range is from two different calendar month, report will present data accordingly as per calendar month. For e.g. if date range is 1 July 2024 till 15 Aug 2024, report will be for 1 July 2024 - 31 July 2024 and 1 Aug 2024 till 15 Aug 2024.
Click on the button to download the report in xlsx format. XLSX template is detailed below:
| Report Section | Report Column | Definition |
| Report Name | Type of Report and the filter selected | |
| Selected Dates | Filtered Date range. | |
| Agent Name | Name of the Agent for which performance metrics will be shown. | |
| Agent ID | Agent Username of the agent. | |
| Calls Handled by Agent (ACD) | Inbound Calls | |
| Outbound Campaign Calls | ||
| Outbound CBM Calls | ||
| Manual Outbound Calls | ||
| Total Calls Handled | ||
| Average Talk Time (Agent) (ACD) | Inbound Calls | |
| Outbound Campaign Calls | ||
| Outbound CBM Calls | ||
| Manual Outbound Calls | ||
| Total | ||
| Average Ater Call Time (ACW) | Combined ACW | |
| Total Talk Time (ACD) | Inbound Calls | |
| % | ||
| Outbound Campaign Calls | ||
| % | ||
| Outbound CBM Calls | ||
| % | ||
| Manual Outbound Calls | ||
| % | ||
| Total | ||
| % | ||
| Total After Call Time (ACW) | Combined ACW | |
| % | ||
| Time On Hold | Combined Hold Time | |
| % | ||
| Total Call Duration | Total Call Duration | |
| % | ||
| Average Call Duration | Average Call Duration | |
| % | ||
| Total Calls Transaction Time | Inbound + Outbound Time | |
| Average Call Transaction Time | Average Call Transaction Time | |
| Not Ready (PI Time) | <Not Ready Code(s)> | |
| % | ||
| Not Ready (Non PI Time) | <Not Ready Code(s)> | |
| % | ||
| Available Time | Combined Ready Time | |
| Ring Time | Combined Ring Time | |
| % | ||
| Call Not Answered | ||
| % | ||
| Staffed Time | Combined Total Login Time | |
| Productivity Index | Productivity Index | average number of calls an agent handles during designated 'Productive' time, relative to the average handling time |
| Occupancy | Occupancy % | 'Total Productive' time / Sum of (Total Login Time - Total 'Unproductive' Time) |
Callback Report:
Select "Callback Report" option from the Reports Template dropdown. Admin user will get option to either select Local or International report.
The admin user will be asked to fill the form, to filter out the report.
| Field Name | Definitions |
| Start Date | Start Date of the Report. Date selection is mandatory |
| End Date | End date of the Report. Date selection is mandatory |
| Enter Agent ID | Enter Agent ID for which report has to be generated. Admin user can add specific agent ID, else report generated will be for all the agents performed in the selected date range. |
| Select Queues | Select the queues for which report is needed. This is an optional field. |
Note: Maximum date range allowed is past 1 month for this report.
Click on the button to download the report in xlsx format. XLSX template is detailed below:
| Report Column | Definition |
| Report Name | Type of Report and the filter selected |
| Call Date | Date of call made by the requestor |
| Call Time | Time of call made by the requestor |
| Caller ID | The phone number that callback requestor called from. |
| Callback Number | The phone number to which callback is requested. It can be same as Caller ID or different. |
| Source | Source where the callback request was registered. It can be from IVR or manual. |
| Callback Registered Date | Date of callback request confirmed |
| Callback Registered Time | Time of callback request confirmed |
| Campaign Name | Name of the campaign call. |
| Language | Language that is preferred/opted by the callback requestor |
| Skillgroup | Queue or Skill name to which callback request is to be assigned. |
| Type of Request | This field shows the Callback request type such as Local or International. |
Service Level Report:
Select "Service Level Report" option from the Reports Template dropdown. Admin user will get option to either select 'Daily' or 'Monthly' report.
The admin user will be asked to fill the form, to filter out the report.
| Field Name | Definitions |
| Start Date | Start Date of the Report. Date selection is mandatory |
| End Date | End date of the Report. Date selection is mandatory |
| Select LOB | Selection of LOB for which report is needed. System will default the LOB selection based on Admin Portal LOB. If any admin has access to more than one LOB, they can select one of the LOB and download the report. Field is mandatory |
| Select Team Number | Select the Team for which report has to be downloaded. Only one team can be selected at a time. |
| Select Queue(s) | Select the queues for which report is needed. This is an optional field. |
Note: Maximum date range allowed cannot be more than 1 month for the Daily report, where report generated will be based on daily breakdown. For monthly report, breakdown will be based on calendar month.
Click on the button to download the report in xlsx format. XLSX template is detailed below:
| Report Section | Report Column | Definition |
| SL and Inbound Calls Handled by Officers | Report Name | Type of Report and the filter selected |
| Selected Dates | Filtered Date range. | |
| Date | For Daily Report, breakdown of each calendar day. For Monthly Report, breakdown of each calendar month. | |
| Total Calls to Helpline | Total count of calls reaching the Helpline regardless of the result (including short calls) | |
| Total Calls Queuing for IVR | Count of calls queued to IVR (self help, abandoned in IVR, ended in IVR) without queuing to Officer | |
| Total Calls Queuing for Officer (Turned Away) | When max queue size is enabled and has been reached - call will be dropped after announcement related to queue exceeded. | |
| Total Calls Queuing for Officer (Call Queuing) | Count of calls that reached the Officer regardless of subsequent flow excluding turned away calls and transfer in calls. | |
| Transfer In | Count of calls which are transferred in from the other Helpline/ Queue. | |
| Transfer Out (External) | Count of calls which are transferred out from Toku Contact Center to external numbers | |
| Total | Total count of calls queued | |
| Automated Self-Services | Count of calls hitting self-service menu (if available i the call flow) | |
| Connected to CBM | Count of calls where caller requested for a callback | |
| Live Chat / Schedule CB | Count of calls diverted to Live chat/scheduled callback | |
| By Officers | Count of calls offered to agents | |
| SL% <= x Sec | (Total count of calls answered within the service level threshold / Total count of calls answered) x 100 | |
| Calls Handled <= x Sec | Total count of calls answered less than or equal to x seconds. | |
| Abandoned Calls | In Officer Queue | Total count of calls abandoned during call wait |
| Abandoned Rate % | (Abandoned calls/ Total count of call queue and transfer in) X 100 | |
| Call Waiting Time | Longest Wait Time | Call with longest waiting time in queue (include all ring time and RONA time) for call reaching and answered in the agent queue. |
| Average Wait Time | Average call waiting time in queue (include all ring time and RONA time) for call reaching and answered in the agent queue. | |
| Abandoned Call Time | Longest Wait Time | Call with longest waiting time in queue (include all ring time and RONA time) for call reaching and abandoned in the agent queue. |
| Average Wait Time | Average call waiting time in queue (include all ring time and RONA time) for call reaching and abandoned in the agent queue. | |
| Outbound Calls | Campaign | Total count of connected outbound calls based on uploaded call list for outbound call purpose |
| CBM | Total count of connected callback requests | |
| Manual | Total count of connected calls dialed by agent | |
| Total | Total count of connected outbound calls | |
| Total Inbound & Outbound Calls Handled by Officer | Total count of inbound and connected outbound calls handled by the officer | |
Note: Users in different LOB can have access to different list of reports per LOB as agreed with the customer.
Note: These are the standard Out of the Box Reports that the Toku CCaaS currently supports. For any changes in the formulas or additional new reports please reach out to your account managers.
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