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Introduction to FROGED reports
The FROGED reports section provides a complete overview of everything that happens in the team and in the company, whatever the business objective (customer support, sales support...).
The reports are located in the fifth position of the main menu.
The reports are located in the fifth position of the main menu.
Download report
In the main button you can download a full report of the metrics for each view:
- Download screenshot: a screenshot of all the metrics and graphs of the view is taken.
- Download CSV: a zip folder is downloaded with a CSV file for each metric of the current view where the data and attributes of the users who have performed the action are detailed.
When you hover the mouse over the card of a metric, an option button appears where you can download a report only for that metric:
- Download screenshot: a screenshot of the metric or graph is taken.
- Download CSV: a CSV file of the metric is downloaded where the data and attributes of the users who have performed the action are detailed.
Filter report
At the top of the views, in front of the metrics, there is a row of buttons that act as filters for all the metrics. The filters depend on the type of metric and its function: date, agent, label, team...
Omnichannel inbox reports
The first section contains metrics extracted from the inbox:
- Inbox overview: This report analyses the team's workload, the status of the inbox, and customer satisfaction.
- Inbox performance: This report analyses resolution speed, productivity, team workload, and how certain inbox resources are being used.
- Agent performance: This report allows managers to check the individual performance of team agents, or allows agents themselves to evaluate their own performance across a variety of metrics.
Voice call reports
The call channel works with a different set of metrics, so the data is analysed in views that are separate from the inbox:
- Voice call overview: this report allows you to measure various aspects of calls: workload, customer satisfaction, resolution and wait times, etc.
- Agent performance: this report allows managers to check the individual performance of agents who have call permissions, or for agents themselves to evaluate their own performance across a range of metrics.
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