Aloware's reporting settings provide admins with important tools for monitoring and enhancing team performance by tracking key communication metrics.
In this article, we will explore a comprehensive suite of reporting settings designed to provide businesses with the insights they need to optimize operations. These settings allow for customization of report periods, activities, and durations, ensuring that you have access to the most relevant data for decision-making.
How do reporting settings benefit my business?
The daily report offers several advantages:
Monitor team activity - admins can quickly spot missed calls, unreturned texts, and unaddressed voicemails, ensuring that no customer interaction falls through the cracks.
Track communication trends - with detailed stats by line, businesses can better understand communication traffic patterns and adjust team strategies accordingly.
Improved accountability - by highlighting unreturned conversations, admins can hold agents accountable for following up with leads and customers in a timely manner.
How to use it
For admins, you can access and configure the daily reports through account > reporting settings > daily activity reports. Admins have full control over the settings, including options to:
Include or exclude user extensions.
Hide users who had no activity during the reporting period.
Specify the time when the report should be sent.
Note that only admins have access to these settings through the Aloware admin. Read more about managing unreturned conversations in this guide.
Key features of Aloware reports
Unreturned conversations by channel
The report shows unreturned conversations across multiple channels, including missed calls, texts, voicemails, and ongoing conversations.
What qualifies as unreturned?
An unreturned conversation is defined as any communication—call, SMS, or voicemail—that has not been responded to by an agent or remains unread.
Stats by line report
The bottom of the email report features the stats where all previous key metrics are displayed by line (phone line), including:
Inbound/ outbound calls
Messages
Talk time
Feature configurations
Default report period - configure the default timeframe for the dashboard and its margin graph daily, weekly, or monthly.
Daily activity reports - enabling this option will send daily reports of calls & and texts, new lead dispositions, and agent activities to account admins.
Include extensions - select this option to include all phone extension metrics in the daily report. This ensures that every extension's performance is tracked and reported.
Hide users without activity - choose this option to only include users with activity in the daily report. This helps you focus on the performance of active users and filter out those without any recorded activity.
Send activity reports on - when to send the report, based on your account's timezone.
Send activity reports for - receive report from the beginning of the day (00:00 am) or the previous cut off. Click the "test daily activity reports" button to check the sample.
Here's the sample report sent to the email:
Daily inbound SMS report - this allows you to receive daily inbound SMS reports. You can choose to receive the report once, twice, or thrice when you enable this option.
Daily outbound SMS report - admins can receive a daily outbound SMS report to their emails. Set up your preferred time.
The daily SMS report frequencies apply to both inbound and outbound with the following options:
No report - no report will be sent.
Once (6:00 PM) - set as 6:00 PM of the previous day to 6:00 PM of the current day.
Twice (noon | 6:00 PM) - two reports: one for 6:00 PM of the previous day to noon of the current day, and another for 12:00 PM of the previous day to 6:00 PM of the current day.
Thrice (10:00 AM | 2:00 PM | 6:00 PM) - three reports: one from 6:00 PM of the previous day to 10:00 AM of the current day, the second from 10:00 AM to 2:00 PM, and the third from 2:00 PM to 6:00 PM.
Daily spending report - set this option to every night to receive daily spending reports.
Daily DNC report - receive a daily report of contacts set to DNC.
Qualified calls - admins set criteria to define what counts as a qualified call based on duration. These values are reflected in both the reports tab and dashboard.
