Detailed Overview of Call Reports

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.

 

Call report dashboard 

Filter Change the scope of the call report, and save presets for regularly used filters.
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 

Call transcript 

Visitor Info Visitor information captured from the engagement. 
Pre Call Answers to the Pre-call survey questions. 
Notes Notes captured by the agent during the call engagement. 

 


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