With the Employee Performance Report, evaluating the work of your managers has become much faster and easier.
This report is available only to users with Analyst and Project Administrator access levels.
To view it, go to the Analytics section and select the Employee Performance Report.
For convenience of data output, a date and period selection block is provided (today, yesterday, last 7 days, last 30 days, this month, previous month)
In the report, you can select a specific department from the list of all created project departments or an individual employee. By default, no department is selected, and all project employees are displayed.
When selecting a specific department/employee, the report displays data only for employees assigned to that department/individual employee.
Parameters located above the table with managers display data for the entire project for the selected period by selected parameters:
Unanswered incoming calls — the total number of missed calls in this report. The same call can be directed to multiple employees. If no one answered it, it is counted as unanswered for each of them. Therefore, in the overall statistics, one missed call is counted as many times as the number of employees who did not answer it.
Accepted incoming calls - total number of accepted incoming calls and calls from the Callback widget
Average conversation time - average time of all conversations in the project
Average conversation time is calculated only for calls with statuses "Answered", "Target", and "Repeated". Unsuccessful calls are not taken into account, so this indicator differs from the average time in the Call Log, where all calls are considered.
Average waiting time - average waiting time on the line for the project
The report shows all the most important parameters that help understand how well an employee is performing, namely:
for incoming calls
for outgoing calls
for conversation duration
Each of these three parameters, in turn, consists of several important categories:
1. Incoming calls:
Total - total number of calls received by the manager for the selected period.
Unique — the number of incoming calls from numbers that called for the first time during the selected time period
New — the number of incoming calls from numbers that called for the first time during the entire project operation period
Missed - calls where dialing to the SIP account or manager's number took more than 5 seconds and there was no successful conversation.
Currently does not work with FMC numbersConversation duration > X sec - calls with a conversation duration longer than specified Unique, conversation duration > X sec - unique calls with a conversation duration longer than specified.
Average waiting time - shows how long customers waited for a call answer on average
2. Outgoing calls:
Total - total number of outgoing calls for the selected period.
Unique — the number of outgoing calls to numbers that were called for the first time during the selected time period
New — for outgoing calls, the logic for determining whether a call is new is currently not implemented
Conversation duration > X sec - calls with a conversation duration longer than specified
Unique, conversation duration > X sec - unique calls with a conversation duration longer than specified
Average waiting time - shows how long the manager waited for a call answer on average
The report also displays a summary of each employee's conversation duration:
Total - total number of incoming and outgoing calls for the selected period.
Unique - number of unique incoming and unique outgoing calls for the selected period.
New — the number of incoming calls from numbers that called for the first time during the entire project operation period.
Total conversation duration - total duration of all manager's conversations.
Average conversation duration - how long an average manager's conversation lasts.
Average daily conversation duration - how long conversations last on average per day for a manager.
Conversation duration > X sec - number of all calls with a conversation duration longer than specified.
Unique, conversation duration > X sec - number of all unique calls with a conversation duration longer than specified
For each parameter related to conversation duration, there is an option to filter by duration: all conversations, more than 30 sec, more than 1 minute, more than 1 minute and 30 seconds, more than 3 minutes, more than 5 minutes
The Unknown field in the employee list displays calls for which no specific employee is identified. This category includes calls with the following statuses:
Voicemail — voicemail
Playback — call was dropped during the greeting
All other calls where the "Employee" column in the Call Log has no value
Important!
A missed incoming call in this report is considered a call where the call duration was more than 5 seconds to a SIP account or number assigned to a manager. If it's voicemail or a mobile number not associated with an employee - such a call is not recorded for anyone
The report does not record/count incoming calls from the Callback widget and outgoing calls made via API request (for example, via API callback by clicking from CRM) separately for each manager
By analyzing these data, you can easily understand how effective a specific manager is. For example, in a situation where an employee makes cold calls, you can see how many calls they make, whether they spend work time on side tasks. How long clients wait on the line, whether the manager can "engage" the client or calls end with nothing after 10-15 seconds of conversation.
By tracking the performance of your employees, you will be able to identify and prevent possible problems and failures, work on managers' weaknesses and enhance team motivation.