Bonga cloud's reports are designed to offer real-time and historical insights into your organization's customer service journey. As a result, many reports automatically load data for the current day or week, depending on their specific use case. This ensures that you have access to up-to-date information to make informed decisions.
¶ Call Insights
Refers to the valuable information and analysis gained from analyzing phone calls and call-related data aiding call center managers and supervisors understand the performance of their agents, the overall customer experience, and identify areas for improvement.
¶ Call Records
This report provides a comprehensive overview of all calls made within Bonga Cloud, including both incoming and outgoing calls, for a specific period. You have an option to download any available call recording you wish.
¶ Missed Calls
These come in different forms, majorly when a customer calls and their call is not picked for one reason or another. A respective status will be indicated against the DISPOSITION column giving the administrator the ability to process call backs to the probably lost sales. This list indicates all missed calls globally from all agents.
¶ Call Bill
Regarding outgoing calls, you can easily track your talk time expenses, allowing you to reconcile your monthly call bill more effectively. This information proves valuable in managing your communication costs and ensuring accurate billing.
¶ Call Volume Trend
This is the pattern or trajectory of incoming calls over a specific period; a quantitative measurement that tracks the number of calls received by the call center at different intervals, such as hours, days, weeks, or months.
Graphical:
Tabular:
¶ Outbound Call Analysis
A report that bears the insights of examining and evaluating outgoing calls made by call center agents to customers or prospects. It involves analyzing various aspects of these outbound calls to gain insights, measure performance, and improve the effectiveness of call center operations. The tabular report can be filtered per agent.
Tabular:
