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Boost Performance With Group Reporting
Use CloudTalk’s data collection capabilities to make group reporting easier. Analyze team performance, gain insights for personalized training, and improve performance effortlessly.
Collect Group Data in a Single Report
Evaluate Performance Easier
Compare different groups of agents, evaluate performance, and predict behaviors.
Get Flexible Data Management
Instantly shift from an overview of group data to a granular view of agents or calls.
Unify Data For Multiple Groups
Access data for multiple groups by combining group analytics into the same report.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
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What is Group Reporting?
Group Reporting is a call center tool that enables you to track and analyze performance across different teams or departments. It aggregates data from multiple groups into a single report, giving you a clear overview of how each team is performing in real-time.
How Does Group Reporting Work?
Agent Group Reporting works by gathering call data from different teams or departments and consolidating it into a single, comprehensive report. You can customize the metrics you want to track, such as call duration, response times, or customer satisfaction, for each group.
The system then generates real-time insights, allowing you to compare performance across teams and identify areas for improvement.
4 Key Benefits of Group Reporting
Streamline Performance Tracking
Simplify group performance analysis process across teams or departments. Get consolidated reports that provide a clear overview of key metrics. Easily identify top-performing teams and those needing improvement to quickly optimize operations.
Compare Your Team Efficiency
Easily compare the efficiency of different teams. Spot trends in call handling, response times, and customer satisfaction levels. Implement targeted training or process improvements to ensure every team is meeting performance standards.
Improve Business Decision-Making
Make informed decisions with insights into which strategies are working for you and which need adjustment, helping you fine-tune your processes and resources. Get better business outcomes and a more responsive customer service operation.
Optimize Resource Allocation
Allocate resources better by highlighting areas that may need more support or staffing. Identify which teams are handling higher volumes of calls or facing greater challenges. Adjust workloads and schedules to maintain balanced operations.
Where to Check Group Reports in CloudTalk?
01
Log into your CloudTalk account.
02
In the left side menu, select “Analytics”. A new Analytics window will open. It is possible that you’ll have to sign into your account one more time.
03
On the top bar, you can find a Group Reports category, but you should land directly there by default after signing into analytics.
04
Here, you can check data like Total calls, Average handling time, Average talking time, and more.
Speed up data collection with Group Reporting.
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Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.
Have questions?
What is reporting in a call center?
Reporting in a call center involves collecting, analyzing, and presenting key data related to call center operations. These reports cover metrics like call volume, agent performance, customer satisfaction, and overall service efficiency. The goal is to track performance, identify areas for improvement, and ensure that service levels meet business objectives.
What is the purpose of group reporting?
Group reporting is designed to provide insights into the performance of different teams or departments within a call center. It consolidates data from multiple groups to offer a comprehensive view of how each team is functioning, making it easier to compare performance, improve decision-making, and allocate resources effectively.
What kind of reports could be created?
Various reports can be generated in a call center, including call volume reports, agent performance reports, customer satisfaction reports, and service level agreement (SLA) reports. These can be further segmented by team, department, or individual agent to provide detailed insights into specific areas of operation.
What is the call center agent activity report?
A call center agent activity report tracks individual agent metrics such as the number of calls handled, average handling time, first-call resolution, and customer feedback. This report helps managers evaluate agent productivity, identify areas for coaching or training, and ensure agents are meeting performance standards.
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Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
