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Home > Products > Telescript > Reporting ReportingAgent and project productivity reports provide information essential to effective call center management. Clear and concise reports reveal the particulars of nearly every aspect of a call centers' day-to-day operations, making them a powerful tool in gauging a department’s productivity and performance. Telescript includes seven basic report types and over twenty-five reports. In addition to these, the software affords the luxury of being able to create custom designed reports. The following is a short overview of the built-in Telescript reports.
Telescript's reporting capabilities enable managers to review real-time statistics onboth agents and projects. Real-time assessment reports are beneficial for numerous reasons. First, it allows managers to review how the call center is performing at any time. Next, it reduces the time and cost of retraining agents that are not performing up to par. For example, without reporting one may conclude that an agent who is not closing sales has little value to the call center. However, after analyzing the agents’ report, the manager may discover that the agent is handling a large enough volume of calls and the average talk time is long enough but the close rate is low. In this case, all the agent requires is retraining on how to close a sale. Thus, Telescript’s reporting capabilities enable call center managers to efficiently and effectively pinpoint and fix potential weaknesses in agents. 1. Realtime Reports"Realtime Reports" analyze ongoing productivity, activity, etc., & update (to-the-second) as you watch. Realtime Report Options – The six categories of Realtime Reports are as follows: Status of Current Activity – This snapshot of the call center provides a summary of the activity on each terminal from sign-on to end-of-day, broken down by: total production time, the number of calls and the frequency of the most common call results. Realtime Terminal Activity – This color-coded bar graph offers an ongoing picture of all agent activity at any given moment. The report graphically displays who is on a call, on a break, idle, etc., and how long the agent has been engaged in that activity.
Call Results – Arranged by project, this report displays the frequency of each Result Code over the life of the current project, subtotals for recent activity, and any quota statistics. Analyzing which Result Codes are most common helps reevaluate the way the campaign is progressing. Call Results – Arranged by project, this report displays the frequency of each Result Code over the life of the current project, subtotals for recent activity, and any quota statistics. Analyzing which Result Codes are most common helps reevaluate the way the campaign is progressing. Team Production – This report provides information on the productivity of each agent by team, including time, calls and quantitative analysis of results achieved. These can then be color-coded to identify who the most and least productive agents are. Additionally, it can help determine where additional training may be required: to generate more calls or to develop proficiency in handling objections and closing sales.
Administrative Production – This provides an ongoing report comparing the productivity of each team. Statistics provided include: time, calls and quantitative analysis of results achieved. Grand Totals – Provides an ongoing report on the productivity of each project. Statistics displayed include; time, calls and quantitative analysis of results achieved. 
2. Full Call DetailsThere are seven different "Full Call Details" reports from which to choose: Hourly Call Analysis & Daily Call Analysis – These reports are designed to analyze overall project performance by hour of the day or by date, respectively. They report on overall calls, contacts and sales for the designated period and enable a call center manager to determine what times of the day or week is most and least productive. Hourly Call by Result – This report displays the total number of times each Result Code occurredduring each of the 24 hourly periods from midnight to the following midnight, over the time period specified, helping the call center manager determine what time of day is best suited for each specific project. Long Result Code Distribution – This report displays the total number of calls per Result Code during a defined time period, for each agent. In contrast to the “Short Result Code” report (see below), all Result Codes are detailed for each agent. Information reported on for each agent includes the total number of calls for each Result Code, each Result Code as a percentage of the total number of calls, the total amount of time spent on the calls per Result Code and the average amount of time spent on calls for each Result Code. Users have the option of ordering reports by team. This enables one to set benchmarks for each project in addition to providing insight into how agents can improve their skills. Short Result Code Distribution – Displays in rows the total number of calls resulting in each of the most frequent Result Codes, during a defined period of time. This report is similar to the Long Result Code Distribution report except that all agents are listed on one page enabling managers to easily evaluate agent activity then compare productivity. Alternatively, the report can be set up to display a list of the same information for specified agents only. Results can also be ordered by team. Personnel Call Distribution – Based on the time period specified, this report enables managers to compare agents by the total number of calls and by the amount of time and average time spent on the phone. This can include any individual Result Code, group of Result Codes or all Result Codes. Results can also be ordered by team. Call Detail – Ideal for backup purposes with customers, this report displays information on every call made during a defined period of time. Calls can be ordered by agent or phone number and include information on the phone numbers called, the agent who made the call, the date and time of each call, the length of each call, and the Result Code for each call.
3. Running Totals Reports“Running Totals Reports” analyze productivity and activity, broken down by select time periods: day of the week; the current week, the current month, the current quarter or the current year. In contrast, “Realtime Reports”, considered above, analyze productivity, activity, etc., over the entire life of one (or all) projects, or until counts are cleared. Running Totals OptionsThere are five different Running Totals Reports options. These five options let you access reports of the same name. However, although there are five different Running Totals Reports, they fall into one of two different formats. Here is how the five different reports can be grouped according to format: Multiple Period Reports:
Single Period Reports:
4. Batch ReportingReports of Running Totals, Full Call Details, or Database which have been scheduled by the administrator to run at a pre-set time. Each Batch Report may be set to run once or it may run repeatedly at selected times.
5. Custom Database ReportsThis feature, inside the report menu, enables the user to generate database reports with Telescript, the optional Crystal Report Writer or another report writer.
6. Script OutputTelescript can output the data from the script with full frequencies and percentages included for menu and multi-punch questions. This is most useful in market research studies, as data from the questionnaire can be viewed while the survey is in progress. The user also has the option of viewing the script alone without the data, looking at frequencies, or both frequencies and percentages. Script Text Only - Generates a report (which may be printed, sent to the screen, or saved to disk) which is a listing of the text in the script. Percentages Only – Displays percentages on all menu and multi-punch fields. Frequencies & Percentages – Displays frequencies and percentages on all menu and multi-punch fields.
7. Time UtilizationThis optional module creates seven reports related to agent productivity and time utilization: Daily Activity Report – Displays a summary of each agent: login time, logout time, activity, and detail on length of talk time, break time, meal time, and other activity. The report can be set for any individual agent, group of agents or all agents on any specific date and across all projects. Daily Project Report – This report displays all call center activity by team for any one day, enabling managers to compare how effective various campaigns are on different days of the week. Summary Agent Report – Similar to the Daily Activity Report, this report can be run for any range of dates and displays percentages, sales volume & amounts for each agent. All Project Summary – Compares productivity between projects, detailing active time, sales per hour, and other information. Analyzing this report will provide critical data to help determine which campaign is most productive. Agent by Project – Similar to the All Project Summary report, this report brakes down the information by projects for each agent or team. The report enables the user to see each project on which an agent has worked for any range of dates and to compare productivity and activity between projects. Project Agent Report – This report displays call results of all projects broken down by team and agent over a given length of time. Full Detail – This report displays activity for all or a specific group of agents from login through logout during a specific range of dates. The report displays data on when and for how long each agent spent on each of the activities above, for each project.
For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.
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