FROGED | Voice call report

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Voice call report

FROGED’s voice call channel includes a precise analysis of performance, ensuring that agents can easily access and interpret essential phone call metrics.

To view the report for a specific period, use the filter in the upper left corner that applies to all metrics. This filter allows you to select from various predefined time periods. By default, data from the last 7 days is displayed.

Each date range includes all days, from 00:00 on the first day to 23:59 on the last. This ensures that all metrics, including those from off-peak hours, are accurately captured.

Here’s how the time ranges work:

Today: From 00:00 of the current day to the current hour (for example, if the query is made at 16:00, metrics will show up to 16:00).
Yesterday: From 00:00 AM to 23:59 PM of the previous day.
Last 7 days: From 00:00 AM 7 days ago to the current hour of the current day.
Last 30 days: From 00:00 hours 30 days ago to the current hour of the current day.
This month: From 00:00 hours on the 1st day of the current month to the current hour of the current day.
Last month: From 00:00 AM on the 1st day of the previous month to 23:59 PM on the last day of that month.

The button in the right corner allows you to download the voice call report for the dates selected in the filter. A screenshot and a CSV file with the call history can be downloaded.

The CSV includes the most important call data: date, hour, call type, duration, answered (yes/no), contact name, agent name, contact phone, agent phone (ws), CSAT, user ID, conversation ID and agent ID.

The metrics displayed in the report are as follows:

Total calls: The total number of calls, which equals the sum of incoming and outgoing calls.
- Incoming calls:
  - Answered
  - Missed
- Outgoing calls:
  - Answered
  - Not answered
Total voice call time: The total call time, which is the sum of incoming and outgoing call times. The average call duration for both incoming and outgoing calls is also shown.
- Incoming calls
- Outgoing calls
CSAT: The average customer rating for phone support. It is the total sum of ratings over the total number of rated calls. Only includes calls rated during the selected date range.
Average resolution time: The average time from when a call starts to when it’s resolved. It is calculated from the start of the customer’s call until the agent completes the “after call work” state.
Abandonment rate: Represents the percentage of contacts in the queue who disconnected before being attended to by an agent.
Average after-call work time: When a call ends, the "after-call work" state begins, allowing the agent to complete tasks related to the conversation. This is calculated by adding the total time spent by agents and dividing it by the total number of calls.
Average talk time: The average time spent talking during a voice call between the customer and the agent, excluding silent periods.
Average queue time: The average time contacts waited in the queue before being attended to by an agent.
Average hold time: The average time in the hold state during a call. It is calculated across all handled calls, including those that were never placed on hold.

Measure workload

The pie chart of total calls reflects the number of incoming and outgoing calls over a specific period.

For incoming calls, if the number of missed calls far exceeds answered calls, it may indicate an overload of work. More agents may be needed to handle phone calls.

Depending on the type of business, the chart may vary. A customer support service will have a higher number of incoming calls, while a sales service will have more outgoing calls.

The call volume chart should be compared to the total time chart because it’s possible for the number of incoming calls to exceed outgoing calls, but the reverse might be true in terms of time. This indicates that more time is spent resolving one type of call and could have various reasons: sales take longer, agents are not well-prepared to resolve conversations, or there is an excess of support issues...

Measure customer satisfaction

The CSAT chart reflects customer satisfaction with the voice call service, showing a percentage from 0 to 100. On the right-hand side, the total number of surveys answered and the breakdown of satisfied, neutral, and unsatisfied responses are noted.

If the CSAT value is high but the number of responses is low, the metric cannot be considered accurate. It’s recommended that agents remind customers to rate the service before ending the call.

Analyze resolution speed

The average call resolution time reflects how long it takes an agent to resolve a phone conversation (issue, sale, questions…). This value depends on the type of business and the goal of the voice call channel.

A decrease in resolution time means that agents are becoming more agile and effective, whereas an increase could indicate a lack of skill or training.

If resolution time increases without a clear reason, along with after-call work time, it could be due to agent errors when changing statuses or an excess of tasks after hanging up.

Analyze waiting times

Call waiting times are analyzed with various metrics: queue time and hold time during the call. The goal is to minimize both times.

When queue time before the call is very high or increasing, more agents may be needed to handle calls due to a work overload.

On the other hand, if hold time during calls is high, it may be because agents need to consult or transfer the call to other agents, indicating a need for more training.

Comparing the abandonment rate with the waiting times provides an analysis of the reasons for call abandonment. When the abandonment rate is high, it means that customers leave the call before being served, if the queuing time is high.

How can we help you?

Measure workload

Measure customer satisfaction

Analyze resolution speed

Analyze waiting times