Contivio offers several layers of reporting that can be previewed, exported, or emailed from within the Administrative Portal. These reports can be pulled from the past two years to date, and provide stats from your entire contact center all the way down to the agent level.
To access these reports, log into your Administrative portal and go to "Call Centers" > "Analytics and Reports" > "Contact Center Reports". There you will see a variety of reporting options, outlined in more detail below.
Contact Reports - have valuable metrics such as service level agreements, queue time-outs, wrap-up times and handling time on a per-queue basis. Run this report if you want to understand:
- Why your customers are calling (e.g., are they calling to speak to Sales or place new orders? Or are they mostly calling in for customer care reasons?)
- How much time your agents are spending on customer requests per queue (e.g., how does my handling time in the Sales queue compare to Technical Support or Accounts Receivable?)
- Average time spent in each queue, along with queue abandonment. Do certain queues have longer waiting times than others and is your abandonment rate higher because of it?
Utilization Reports - are useful for supervisors who want to keep track of their agent’s logged-in time, breaks, availability and more. Below is an example of a daily Agent Utilization report created for “Ellie Roberts.” After you click “Display” (or Export the data to CSV format) you can see the agent’s stats for the day, her daily activities, as well as the amount of time spent in each stage.
Composite reports - are used to schedule and send automated reports via e-mail. Using Composite reports, administrators may add one or many e-mail recipients, and send either one report or several reports combined into one.