Velaro's Call Reports provide a detailed view of every call engagement, including call results, agent/visitor details, and full access to call transcripts. Use filters to analyze performance and engagement history efficiently.
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Filter
Change the scope of the call report, and save presets for regularly used filters.
2
Call Report
For each call engagement:
View: launches the call transcript and visitor information popout.
Date: shows the time and date of the call.
Result: displays the result of the call request engagement. There are 4 possible results:
Abandoned: visitor hung up before the call timeout.
Call: a successful with agent was made before the call timeout.
Unavailable: no agents were available to take the call request.
Timeout: no agents called the visitor, or were bridged with the visitor, before the call timeout.
Visitor: the visitors name supplied on the pre-call survey
Agent: the agent that placed the call, or was bridged with the call
Answered: the time the call was answered
Ended: the time the call ended
Time queued: the length of time the visitor waited before the call was connected or failed.
Call length: the duration of the call.
Call Transcript
1
Visitor Info
Visitor information captured from the engagement.
2
Pre Call
Answers to the Pre-call survey questions.
3
Notes
Notes captured by the agent during the call engagement.