Reports. Advanced User s Guide V2.5

Transcription

1 Advanced User s Guide V2.5

2 Reports The information contained herein describes Reports and their functionality, thereby enabling you to effectively utilize them to review call statistics, volume and usage for your Building Blocks. About the Documentation Reports afford you the opportunity to review usage of your Ifbyphone Building Blocks by presenting charts and tables that are exportable into common file formats. Reports include: Call Analyzer Drill down into Inbound, Outbound and Click-To call data to view activity surrounding various call types and time intervals. Click-To-XyZ Activity Generate reports on who clicked your Click-to-XyZ links and when. Call Detail Report Monitor and analyze your toll-free telephone number usage. Call Count Report Review calls received by day, in a bar chart format. Broadcast Report Obtain important data on your outbound SurVo Broadcasts and get redirects to accumulated responses. For additional information on Reports, including feature highlights and accompanying screenshots, please review the proceeding sections. Ifbyphone on the Web Ifbyphone s Web site ( contains a wealth of information about Ifbyphone business services. Customer service contact information, as well as additional user guides and tutorials, are also easily accessible from the Web site. Logging in to Your Account Before reviewing Reports, you must have an Ifbyphone account that you have used to create Building Blocks and put them into practice. If you do not have an Ifbyphone account, please go to our Web site at or call (877) and ask for Business Accounts. To login: 1. Navigate to the Ifbyphone Web site at 2. Login to your account by clicking User Login at the top of the home page. 3. On the Login to My Account page (Figure 1), enter your User ID (your primary 10-digit phone number numbers only with no leading 1) and PIN code (password); then click SIGN IN. 2 P age

3 Figure 1: ifbyphone Account Login Screen 4. Select the Reports option from the Main page s drop-down toolbar (Figure 2). Figure 2: Reports menu 3 P age

4 Call Analyzer Using Call Analyzer, you can view and drill down into call report data. For example, search a date range and get a high level overview of your Call Types by month. Additionally, drill down into those Call Types to view data across refined time intervals. For example, view your call statistics, by day or hour, within Click-to-XyZ and sort them by Click-to-Call, Click-to-Virtual Receptionist and Click-to-Find Me. 1. Select Call Analyzer from the Main page s drop-down toolbar (refer to Figure 2, above). 2. Set a date range for your report, as well as a specified interval for viewing the report (month/day/hour). If you are looking over a large date range (a year, for example), it is recommended that the interval be set at one month. Note that your report statistics are based on Building Blocks that you have put into use. There will be no data available for Building Blocks that are neither configured nor have been put into practice. Additionally, select a Call Type from the drop-down list. Select from one of the following: Inbound Calls that were placed to your toll-free phone numbers Click-To Click-to-XyZ configurations that were clicked and called Outbound Calls that were placed outbound from your account (e.g. SurVo broadcast) All Inbound, Click-To and Outbound calls Once you set your Start and End dates, Interval and Call Type, click the Generate Report button (Figure 3). Figure 3: Data Range and Call Type 3. The chart displays color-coded, stacked bars, based on your select Interval and Call Type (Figure 4). The x-axis displays the interval (in this example, the interval is by month), while the y-axis displays the number of calls made for each call type. 4 P age

5 Figure 4: Stacked Bar Chart 4. A table of data representing the information in the stacked bar chart is also generated for the data interval (Figure 5). For this user, the number of Inbound Calls greatly exceeds the number of Outbound and Click-To calls. To drill-down into either the Call Type or the Interval, simply click the corresponding button. Figure 5: Table of Data 5. For example, to drill-down into the Call Type Inbound, click its corresponding button (Figure 6). The stacked bar chart has changed to now only represent Inbound calls within the specified date range. 5 P age

6 Figure 6: Drill-down into Call Type Inbound (Stacked Bar Chart) The table of data representing the information in the stacked bar chart has also changed to reflect the drill-down (Figure 7). Figure 7: Drill-Down Table of Data for Call Type Inbound 6 P age

7 6. To drill-down even further and review the Inbound calls within a specific day or even hour, click a month s corresponding button (Figure 8). Figure 8: Drill-down into Call Type Inbound for Day Interval (Stacked Bar Chart) The table of data representing the information in the stacked bar chart has also changed to reflect the drill-down (Figure 9). 7 P age

8 Figure 9: Drill-Down Table of Data for Call Type Inbound for Day Interval Click-to-XyZ Activity Report 1. Select Click-to-XyZ Activity from the Main page s drop-down toolbar (refer to Figure 2, above). 2. Set a date range for reviewing your data. Once you set your start and end dates, click the Generate button. 3. The Click-to-XyZ Activity report provides data on who clicked your Click-to-XyZ links and when, as well as how calls were routed and the amount of time the call was connected (Figure 10). Columns indicate the following information: Caller The customer/lead s telephone number, which they inputted upon clicking the Click-to-XyZ configuration. Type The type of Click-to-XyZ (Click-to-Call, Click-to-Voic , Click-to- SurVo, etc.) Page Variable that you can place in the Click-to-Call HTML to indicate which page the click was located. Please note that this field will remain blank unless the user adds page information to the HTML code or the generated URL. You should not have spaces in the value, unless they are encoded. Reference Variable that you can place in the Click-to-Call HTML to indicate where on a page the click was located. Please note that this field will remain 8 P age

9 blank unless the user adds reference information to the HTML code or the generated URL. Example of an Auto-generated URL: Example of a Modified URL w/ Page and Reference information: e&ref=my%2 Click Desc The name of the specific Click-to-XyZ. Click Date/Time The day and time that the Click-to-XyZ was initiated. Number connected The business phone number that is associated with the Click-to-XyZ. Call Duration The amount of time the call was connected. Note that Call duration data can take up to five days to show up on this report. Figure 10: Click-to-XyZ Activity Report 4. To export this data into a file that can be read by another application (e.g. Microsoft Word or Excel), select a file format from the Export File type dropdown list and click the Export button (Figure 11). Call Detail Report Figure 11: Export data 1. Select Call Detail Report from the Main page s drop-down toolbar (refer to Figure 2, above). 2. Set a date range for reviewing your data. Once you set your start and end dates, click the Generate button. 3. The Call Detail report provides information on the calls connected to your toll free telephone number via the Ifbyphone system (Figure 12). Columns indicate the following information: 9 P age

10 Date/Time The date and time that a call was connected to your toll free telephone number. Intelligent Agent Minutes Number of minutes that a call is on the Ifbyphone system. Network Call Type The type of call that was placed to your toll free telephone number. Network Minutes Number of minutes on the Telco Network.. Call Duration Total length of the call. Additional Info Specific information generated by the Ifbyphone programming interface (please refer to the Advanced Techniques for Developers Guide for additional information). Figure 12: Call Detail Report 4. To export this data into a file that can be read by another application (e.g. Microsoft Word or Excel), select a file format from the Export File type dropdown list and click the Export button (please refer to Figure 11, above). Call Count Report 1. Select Call Count Report from the Main page s drop-down toolbar (refer to Figure 2, above). 2. Set a date range for reviewing your data. Once you set your start and end dates, click the Generate button. 3. The Call Count report is simply a bar chart that represents a combined total of your inbound, outbound and Click-to-XyZ call volume for a given date range, by day. To get a more refined look at the data and drill-down into specific details, please refer to the Call Analyzer section on page 4 of this document. 10 P age

11 Figure 13: Call Count Report 4. To export this data into a file that can be read by another application (e.g. Microsoft Word or Excel), select a file format from the Export File type dropdown list and click the Export button (please refer to Figure 11, above). Broadcast Report 1. Select Broadcast Report from the Main page s drop-down toolbar (refer to Figure 2, above). 2. Set a date range for reviewing your data. Once you set your start and end dates, click the Generate button. 3. The Broadcast report provides you with information on outgoing SurVo broadcasts (Figure 14), including the following columns: Scheduled time The time that the call was scheduled to be dialed (as configured in the SurVo Broadcast) Actual time: The time that the call was actually made Delay Calculated difference between the actual time and the scheduled time of the call Number Called Telephone number dialed by the system (as configured in the SurVo Broadcast) Result of Call Results can include the following: Answering Machine, Live Person, Busy Signal with reschedule, Answered and Hung Up, Call Result Unknown, No answer or Call failed with reschedule. Response ID A hyperlink that redirects to the recipient s answers that were recorded by the system in response to questions asked in the broadcasted SurVo 11 P age

12 Figure 14: Broadcast Report For additional information on SurVo Broadcasts and data collected as a result, please refer to the SurVo Advanced User s Guide. 4. To export this data into a file that can be read by another application (e.g. Microsoft Word or Excel), select a file format from the Export File type dropdown list and click the Export button (please refer to Figure 11, above). 12 P age

13 Getting the Most Out of Reports Reports can assist you in monitoring the success of your business processes, as well as help you take steps to improve the efficiency of your internal workflow. Now that you ve taken multiple steps to learn more about Reports and how they function, let s take a quick tour of how Reports can provide valuable information for you and your business. Question#1: Are you staffing your customer service department adequately, in that you have enough employees scheduled on the days that your call center is the busiest? Answer: You can use the Call Analyzer to determine when and on what day of the week you are receiving the highest frequency of incoming calls to the customer service department. For example, open the Call Analyzer to view Click-to-Calls, Inbound and Outbound Calls for a specific day. Call Analyzer breaks up the graph into a 24-hour period, allowing you to view the times of that day which resulted in the most customer traffic. Figure 15: Sample Daily View As you can see from Figure 15, your customer service department receives the most inbound and Click-to-Calls between 2:00 pm and 6:00 pm. Based on this data, you may decide to staff your call center lighter in the morning and heavier in the afternoon. 13 P age

14 Question #2: Is your Click-to-XyZ producing any leads on your Web site, or is it placed in a spot that is easy to miss? Answer: Use Call Analyzer to drill down into the Click-to type, in order to see what Click-to-XyZ configurations are connecting to your business most frequently. Viewing this graph (Figure 16) will allow you to see which Click-to-Calls on your Web site generated the most calls, and could be used as a helpful clue for implementing the Phone Me Now service. The Click-to-Calls that generated the most traffic most likely indicate that those links are very well placed on your site. Figure 16: Sample Call Type View Question #3: You started sending out SurVo Broadcasts, but you re not getting a lot of good data in return. Why is this? Answer: Use the Broadcast Report (Figure 17) to see if your calls are being properly connected. Perhaps you SurVo broadcasts are being delivered to answering machines during the day when recipients are at work; or too early in the morning, which may cause recipients to hang up immediately. Figure 17: Sample Broadcast Report 14 P age