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Customer Experience

Customer Experience reports are a report category that allows you to analyze the processes from call reception to completion. These reports enable you to review call routing, the rates at which callers reach agents, the time spent at different stages of calls, customer satisfaction, and callback processes. You can use the resulting data to evaluate customer communication processes and identify areas for improvement.

  • To access this report category, follow Reports > Management Reports > Customer Experience.
  • This category includes the Routing Performance, Call Journey Analysis, Transfer & First Contact, Satisfaction Survey, Callback & Voicemail, and Abandoned Calls & Callback Tracking reports.

1. Routing Performance

The Routing Performance report allows you to examine how calls move through the interactive voice response (IVR) menu and other routing steps. You can use this report to track the rates at which calls reach agents, call termination statuses, and routing destinations.

  • To access this report, follow Reports > Management Reports > Customer Experience > Routing Performance.
  • Select the period you want to review using the Date field at the top of the screen.

The report includes the following information:

  • Entered Menu: The total number of calls that entered the welcome menu.
  • Reached Agent: The percentage of calls that reached an agent.
  • Caller Hung Up: The percentage of calls terminated by the caller.
  • Flow Terminated: The percentage of calls terminated by the call flow.
  • Average Decision Time: The average time callers spent deciding which option to select in the menu.

Outcome of Calls Entering the Menu

This section allows you to review the number and percentage of calls based on their outcomes: Agent Answered, Caller Hung Up, Flow Terminated, and Abandoned in Queue.

Where Did the Call Go Next?

This section allows you to review the number and percentage of calls routed to destinations such as queues, menus, announcements, or extensions through IVR, integrations, and time-based conditions.

Menu Breakdown – Which Keys Were Pressed and How Often?

This section allows you to review the keys used in welcome menus and the number of routing actions associated with those keys.

Routing Table

This section allows you to examine call routing details by menu, key, and destination.

2. Call Journey Analysis

The Call Journey Analysis report allows you to examine the stages a call passes through, from entering the system to completion, and the time spent at each stage. You can use this report to track where calls are routed, where they wait, and at which stages calls are lost. This enables you to evaluate the customer experience by analyzing call processes and identifying delays in the call flow.

  • To access this report, follow Reports > Management Reports > Customer Experience > Call Journey Analysis.
  • You can filter the report using the Date, Queue, and Agent fields at the top of the screen.

The report includes the following information:

  • Total Calls: The total number of calls during the selected period.
  • ASA: The average time taken for calls to be answered by an agent.
  • AHT: The average handling time, including talk time, hold time, and after-call work.
  • Abandonment Rate: The percentage of calls terminated without being answered after entering the queue.
  • SLA (20 sec): The percentage of calls answered within the defined 20-second threshold.
  • Survey Score: The average rating obtained from customer surveys.

End-to-End Flow

This section allows you to visually examine how calls move through the greeting, IVR, queue, and completion stages, and identify where calls are lost.

3. Transfer & First Contact

The Transfer & First Contact report allows you to examine whether calls are resolved during the first interaction and review repeat call rates. You can use this report to track how soon customers call again and which destinations calls are transferred to. This enables you to evaluate first-contact performance and analyze call routing processes.

  • To access this report, follow Reports > Management Reports > Customer Experience > Transfer & First Contact.
  • Select the period you want to review using the Date field at the top of the screen.

The report includes the following information:

  • FCR Rate: The percentage of customer requests considered resolved during the first call.
  • Repeat Call Rate: The percentage of customers who call again after the initial interaction.
  • Typical Callback Time: The typical time between two calls made by customers who call again.
  • Total Calls: The total number of calls evaluated within the report for the selected period.

Callback Speed – How Quickly Do Repeat Calls Occur?

This section allows you to examine the time elapsed between the initial interaction and repeat calls across the following intervals: 0–5 minutes, 5–15 minutes, 15–60 minutes, 1–4 hours, 4–24 hours, and over 24 hours.

FCR Breakdown

This section allows you to examine the distribution of first-call resolution performance across different breakdowns.

Transfers by Destination Type

This section allows you to compare the number of calls transferred to queues and extensions.

Transfers by Destination

This section allows you to examine the destinations to which calls are transferred and the types of transfers used.

Transfer Destination Concentration & Loop

This section allows you to examine whether call transfers are concentrated at specific destinations and review the rates at which calls return to the menu.

4. Satisfaction Survey

Satisfaction Survey is a report category used to examine evaluations obtained from customer surveys. This category allows you to analyze survey results by agent, question, and overall evaluation. This enables you to compare customer feedback and assess satisfaction levels.

  • To access this report category, follow Reports > Management Reports > Customer Experience > Satisfaction Survey.
  • This category includes Agent-Based Satisfaction, Question-Based Satisfaction, and Overall Satisfaction Report.

5. Callback & Voicemail

The Callback & Voicemail report allows you to examine calls in which customers leave a voicemail or terminate the call while waiting in a queue. You can use this report to track calling numbers, the dates of the last calls, call outcomes, and the relevant queues. This enables you to identify calls that may require a callback and review customers' call histories.

  • To access this report, follow Reports > Management Reports > Customer Experience > Callback & Voicemail.
  • Select the period you want to review using the Date field at the top of the screen.

The report includes the following information:

  • Number: The phone number of the customer who made the call.
  • Last Call: The date and time of the most recent call made from the relevant phone number.
  • Outcome: The status in which the call ended.
  • Queue: The call queue to which the call was routed.
  • Attempts: The number of attempts specified for the relevant call record.
  • Journey: This section allows you to examine the stages the call passed through in detail.

Click the View button in the Journey column to access the details of the relevant call. You can also filter records using the Search field and export report data.

6. Abandoned Calls & Callback Tracking

The Abandoned Calls & Callback Tracking report allows you to examine calls terminated by customers while waiting in a queue and the callback status of those calls. You can use this report to track calls for which callbacks have been completed, calls where customers could not be reached, and calls for which no callback has been made yet. This enables you to evaluate callback processes for missed calls and identify issues in customer communication.

  • To access this report, follow Reports > Management Reports > Customer Experience > Abandoned Calls & Callback Tracking.
  • Select the period you want to review using the Date field at the top of the screen.

The report includes the following information:

Outcomes of Abandoned Calls

This section allows you to examine the callback status of abandoned calls and the rates at which contact is re-established with customers.

  • Hung Up While Waiting: The total number of calls terminated by customers while waiting in a queue.
  • Callback Completed: The number and percentage of calls for which contact was re-established by the customer or the business.
  • Called but Unreachable: The number and percentage of calls involving customers who were called back but could not be reached.
  • No Callback: The number and percentage of calls for which no callback has been made yet.
  • Time Until Callback: Information about the time elapsed before callbacks were made.
  • Private Number: The number of calls for which a callback could not be made because the phone number was hidden.
  • Dropped After Answer: Numerical information about calls that ended after being answered.

Abandonment by Hour

This section allows you to examine the hourly distribution of abandoned calls, callback statuses, and average waiting time in a chart.

By Queue

This section allows you to compare the distribution of abandoned calls across queues and their callback statuses.

This section includes the following information:

  • Queue: The call queue to which the call was routed.
  • Abandoned: The total number of calls abandoned in the relevant queue.
  • We Called Back: The number of calls for which the business made a callback.
  • Customer Called Back: The number of calls in which the customer re-established contact by calling again.
  • No Callback: The number of calls for which no callback was made.
  • Callback %: The callback rate for the relevant queue.

Call List

This section allows you to examine details of abandoned calls, including the date, phone number, waiting time, and callback status. You can narrow down records using the Status and Queue filters in the Call List section, find specific calls using the Search field, and export report data.