Running a successful contact center is all about data gathering and analysis. Aloware captures about 20 data points for your calls and messages, and we categorize your data in a Summary Report currently available on the dashboard.
The summary report has 4 main sections: Communication types, Contact Engagement, Inbound Call metrics, and Outbound Call metrics. The summary report is based on the date range you specify on the top right. Furthermore, all summary reports are reactive to filters you select (or Aloware selects for you). In this article, we will discuss the basics of a summary report for a period of 1 week, from an Admin's point of view with no filters set.
Inbound Calls & Texts
On the top right, we display metrics for all your inbound calls (and messages - but mostly calls). The donut chart is color-coded to show the same data at a glance. The data points we report here are:
All inbound calls: The number inside the donut chart shows you the total number of inbound calls you have in this period.
Answered calls: All the inbound calls that have come to your Lines, and have been picked up by your agents. The definition of an answered call is when the inbound caller and the agent have spoken.
Missed calls: Not all calls are answered. If Aloware routes to call to an agent or a ring group (aka offering the calls / attempting to connect), and no one picks up, we label it as a missed call. If you have a queue set up for the calls, callers who hang up in the queue are also considered missed calls.
Voicemail: Lines, Ring Groups, and Agents are all able to define a voicemail for when a call is routed to them but they are not available. If your caller leaves a Voicemail, we will label it as a voicemail call. Note that in this summary, the call will be counted twice - both as missed, and as voicemail.
Abandoned calls: Sometimes your caller hangs up before they reach the queue, or before Aloware attempts to connect the call. This can happen often when you have an IVR set up, and the caller hangs up without pressing a digit. If you have a greeting set up, and the caller hangs up while hearing the greeting, we will consider it an abandoned call.
Hint: In some other reports, you'd see another KPI labeled unanswered calls. Unanswered calls are just a simple sum of all calls that are missed and/or abandoned (including voicemails).
Texts: Counts the number of inbound texts (SMS and MMS) you have received on your lines.
The second line of this report deals with real-time data as well as efficiency metrics. Here is how we define these data points:
Below 30 Seconds: Number of completed calls with a short duration of 30 seconds or less.
Above 2 Mins: Number of completed calls that are above 2 minutes in talk time.
Queue hold time: The average hold time a caller waits in the queue before being connected. This metric is backward-looking, and only counts phone calls that have passed through a queue. If you don't have any queues set up, this metric might display 0.
Average talk time: measures average talk time of connected inbound calls in this date range.
Outbound Call Metrics
Right below the inbound call metrics, we report our KPIs for your outbound calls and messages. The donut chart is color-coded to show the same data at a glance. The data points we report here are:
All outbound calls: Here we show the total number of outbound calls your team has made. The chart is broken down by the outcome of these calls.
Connected: Number of calls when the agent successfully connected to the other party. Note that this includes the IVRs and Voicemail prompts your agent might run into.
Not Connected: Counts calls where the agent (or Aloware automation) hangs up while the call is still ringing without reaching a contact person.
Cold & Warm Transferred: In many sales organizations, the purpose of a team of agents is to get a prospect on the phone and transfer the call to another department. This KPI measures that performance.
Below 30 seconds: This important metric count calls that are connected (we received a CONNECT signal), but the talk time is less than 30 seconds, usually indicative of a lack of interest.
Above X minutes: These two KPIs measure the number of calls with talk times above a certain number. Currently, we look for calls above 2 mins and 5 mins. These form "qualified calls".
Average talk time: measures average talk time of connected outbound calls in this date range.
Hint: Aloware measures connected calls based on VoIP signals we receive from carriers, not from call dispositions your agents set. This means that if your agent runs into someone's voicemail, we still count it as connected. For reports based on call dispositions, see the Reports tab.
Texts: Counts the number of outbound texts (SMS and MMS) that your agents, Aloware automation, or broadcasting have sent. Top Left: All Communications
On the top left, we display a donut chart with all your communications in and out of Aloware including calls and texts. The number in the middle of this donut chart is the total number of calls and texts, inbound or outbound, that you have received or made in the report's time period.
Lower Left: Contact Engagement
For the same date range of this summary report, Aloware looks into the contacts that have been added to the platform manually, through imports, our API, or CRM sync. If your agents have engaged with a contact at least once (or if the contact has called you), we mark it as an engaged contact. This metric is useful for sales organizations to ensure they are responding to all their leads.
If you have Extended summaries enabled (which can be done by Aloware Support), we will show some additional summaries at the end of the table. These metrics are useful for lead-based and text-based outbound teams.
The metrics are:
Appointments: Counts the number of appointments SET and MADE during this period.
Broadcasts: Counts the number of broadcasts sent, and total leads engaged (including duplicates) during this period.
Lead Sources: Filters leads by source.