The 1Call analytics dashboard helps healthcare call center supervisors monitor multiple metrics at once. Widgets display detailed statistical information that is recorded by the switch, compiled, and presented it in a variety of easy-to-understand formats.
Custom reports can be generated and used for billing, evaluating individual agent and/or group performance, call stats, dispatches, messages, system usage, and more.
Call Log Analytics
Call log analytics provide a detail view of agent calls including when the call came into and left the system, abandons, and all aspects of call duration: ring time, hold time, talk time, and conference time.
Detailed call reports can be generated from call log analytics for a specific date and time period and include information such as how many calls are coming into the system, who or what department calls the most, which agents take the most calls, ring count, peak traffic times and number of calls answered during peak times, and how calls were completed.
Call traffic data can be assessed to help gauge call volume to anticipate workload and staffing needs.
Types of Analytics
Other types of analytics data are recorded by the software and are available for detail reporting:
- Account Statistics – Used for billing, system evaluation, and agent performance.
- Agent Tracker – Analytics about an agent’s activity including number of calls, call time, time spent editing scripts and setting up directories, email activity, and events such as login/out and ready/not ready.
- ANI – A specific view of calls that can be filtered by the automatic number identification (ANI).
- Billing – Call centers who have healthcare customers, or hospital call centers who monetize call traffic by outsourcing to healthcare facilities, can use billing codes to track accounts and their call activity for invoicing.
- Call Details – Detailed call information including dispatch jobs, dial out activity, messages, message history, events by call ID or agent, speech recognition events, and live call information.
- Service Level – A breakdown of information showing how well skill groups and individual agents are handling calls via color-coded warnings.