Calls


Here you will find an overview of calls into/made from the dealership depending on your searchable criteria. The first graph will show you by date how many calls you have taken/made and the second report will split that out by missed, answered engaged and failed.



Distribution


This dashboard allows you to take the previous calls dashboard into more depth. Your search results will be split into calls per day of the week, per hour of the day and per day of the month. Using this report you can see at a glance what’s your busiest day of the week and time of the day, you can even change the report to show what time you are missing calls helping you to staff accordingly. On the flip side you can look at your outbound calls to see how many calls a certain staff member/department has made per day and time.



SLA


The SLA report will tell you how quickly your phones are being answered. Its defaulted to all lines within your dealership but if you use the search boxes you can look at specific numbers and departments so see how quickly they are answering their incoming telephone calls.



Top Calls


Here you will be able to see the numbers that you speak to most frequently. The report will default to showing you 10 numbers sorted by total talk time. You can change how the results are sorted by clicking each heading. The search options look a little different; this is because the number and label search have been replaced by the "show top" section. You can label any numbers you recognise by using the quick label and pressing save. This will then show on your search page when that number is contacted/calls in.



Missed Calls


This report will show you what calls have been missed and if there has been a follow up action. You can search for missed calls on a specific date or search by the last 24 – 120 hours. If you are tagging calls you can also search by a specific department. You will see a legend telling you what each follow up action means. Green arrow - inbound, red arrow - outbound, Tick (√) – Answered, Cross (X) – Unanswered, - Exclamation (!) – Engaged, Blue (i) – Failed. The results listed will then show you the number the call was missed from, the time and date it was originally missed and then the follow up action. If you hover your mouse over the follow up action this will show you additional time and date information.



DDI Usage


Here you will be able to see at a glance your DDI activity this period against last period. This will allow you to quickly see if you had more or less calls to your main number this month against last month. The period time will be shown toward the top of the page but this can be changed using the calendars in the search bar. Below you will see the DDI and labels associated to that DDI, the call amount this period then the call amount, last period and finally you will see a percentage of difference between the calls made and an arrow to show if calls being received are up or down.



By Location


This report will show you where your calls have come from by geographical location. Its defaulted to the last 30 days but this can be changed to another pre-set time or specific date. You can also search for calls by department, if your calls are being tagged, to see where your sales/service calls are coming from across the country. You will see starting from the left hand side the amount of calls received then the area code the calls have come from then finally the Voicesafe will tell you what place that area code belongs to. This report is great to see how far your marketing is reaching.



Questionnaires


If you have questionnaires built into your Voicesafe here is where you will find all of the data belonging to the questions that have been answered. You can look at answers to all questionnaires of pick a specific questionnaire to look at. You can change the time frame for the results you are looking for, for example questionnaires answered yesterday or the last 30 days. You will then see a chart giving you some information on the questionnaires that you have created. If you want some more information on the questionnaires dashboard please contact your account manager for further assistance