Skip to main content

Introduction to Reports

By

The IsOn24 app offers detailed reports that provide insights such as what type of questions your customers ask and how well IsOn24 answers them for you. Reports also provide a more in-depth look into the functioning of specific features such as the Automatic Call Queue. You can also track your usage of IsOn24 by occasionally reviewing the Usage report.

Structure


Every report shows data for a particular month, collected daily. There are three sections in each report - the totals, the graph, and the table.

The graph section allows you to select only a few stats to analyze visually.


Navigate to Menu > Reports, and you will find three different reports:

Traffic


This report covers primary stats, including incoming calls, text messages, and high-level results such as Orders, Appointments, and Leads. You will also find stats for your custom request types that you have defined in the Onboarding Wizard.

If your setup is collecting a high number of stats, you can select only a subset of stats in the graph to visually analyze the stats group of interest.

Call Queue


This report focuses on Call queue performance. If you are using the IsOn24 Automatic Call Queue feature, then you will benefit from regularly reviewing this report. You will be able to answer questions such as -

How many calls had to wait?

How much were the average and the maximum wait times?

How many hosts were answering live calls at any time?

By understanding your call traffic patterns, you can adjust staffing, inventory, and budget to maximize the bottom line.

Usage


This report focuses on your usage of the IsOn24 service in terms of the call minutes, text messages, and online requests. You will see how many incoming vs. outgoing (forwarded calls) minutes you use daily.

--
Labels:

Comments

Post a Comment

Popular posts from this blog

How to connect IsOn24 with your current phone

By
Your IsOn24 account has a local virtual number for your AI voice assistant. You can connect your voice assistant number with your existing business number in multiple ways. 1. Forward calls from your current phone number to your IsOn24 number This is the quickest and simplest method to connect your existing phone with your IsOn24 AI assistant. Since you will be forwarding calls from your current phone, your current phone provider will provide the exact steps for setting up call forwarding.  Here is a list of links for call forwarding instructions for some of the larger phone service providers: Comcast / Xfinity AT&T landline AT&T wireless internet   Verizon T-Mobile / Sprint Spectrum mobile If you need help with call forwarding, please contact the IsOn24 care team here . 2. Port your existing business number to IsOn24 You are welcome to port your current number to IsOn24. The process usually takes between 2-4 weeks. You can find more information in another post about ...
Post a Comment
Read more

IsOn24 Square Integration Guide

By
In this post: Why connect IsOn24 to Square? Manual steps ► Limitations How does the Square Appointments subscription level affect IsOn24 integration How to connect? ► How to change or disconnect? ► How it works - Appointments ► How it works - Voicemails and text messages ► How it works - Leads and inquiries ► How does IsOn24 answer calls? ► How does IsOn24 reply to Text messages? More questions?
Post a Comment
Read more

Let's setup Automatic Call Queue

By
  Automatic Call Queue:  A powerful call center solution without the complexity You can answer queued calls from virtually any phone number, including, for example, your cellphone. These numbers will stay private from your callers. No need to put anyone on hold You will not need to put the first call on hold to answer the second one. The second, third, and all the following callers will wait while listening to your messages, promotions, or music. Anyone can answer calls After you hang up the first call, your phone will automatically ring with the next waiting call. Other callers will follow in the same manner. No need for any specialized training. Busy is good. Please make the most out of it Whether you get busy every evening, on weekends, or only on special days, you can now be confident to serve every caller. How the Automatic call queue works Sample takeout call queue   Please note that call queue works for any type of business that needs to answer many calls...
Post a Comment
Read more