Understanding AI Reporting Options + Recommendations

You can export your AI Call Insights dashboard report to explore or use the data externally. The exported report includes aggregate data that is not available directly in the AI Insights dashboard, providing valuable high-level insights and summaries beyond what the dashboard view offers.

For large datasets, consider using the spreadsheet (XLSX) or JSON format, especially if you have an API system to process the data. While the PDF format is ideal for summaries and compact reports, it may not be the best choice if your dashboard contains many fields. Spreadsheet and JSON formats offer greater flexibility for data manipulation and integration with other tools.

How to Export the AI Insights Report

1. Click the "Reports" menu in your HostedSuite dashboard.

2. Click the "AI Call Insights Report".

3. Select the desired date range for the report.

4. Choose the type of calls to export:

   • Default: All (includes both incoming and outgoing calls).

5. Select a center and clients. You can choose one or multiple items to combine them in one report.

6. Specify the call retry interval (Round Calls), or leave as "None" (default).

7. Set the call duration if necessary (e.g., to investigate long calls). Otherwise, leave blank for all durations.

8. Set categories, bill time, and group if applicable.

9. Select the Call Insight configuration from the dropdown.

10. Click the "Generate" button to create the report.

Mandatory Fields for Export

To successfully export a report, the following fields must be selected:

• Date Range

• Center

• Clients

• Call Insights

Other fields can be customized based on your needs.

Export Formats

1. Generate PDF

   • Produces a PDF report. Note that PDFs may not display multiple fields well due to space limitations.

2. Generate XLSX

   • Exports the report as a spreadsheet. Ideal for large datasets with multiple fields or metrics.

3. Generate JSON

   • Exports the report in JSON format, suitable for applications that handle JSON data.

Call AI Report Details: Fields and Descriptions

Useful Applications of Reporting Options

Only Include Specified Time of Day

This option filters the report based on a specific time range, ensuring only calls within the selected period are included or excluded.

What This Option Means:

• Include specified time of day: Only shows calls within the selected range (e.g., 9:00 AM–5:00 PM).

• Exclude specified time of day: Excludes calls within the selected range and shows data outside that window.

Use Cases:

1. Business Hours vs. After-Hours Reporting

   • Track call volume during working hours vs. after-hours for staffing adjustments.

2. Shift-Based Call Analysis

   • Generate reports for morning vs. evening shift performance.

3. Peak & Off-Peak Call Trends

   • Identify busy vs. slow periods to optimize resource allocation.

4. Filtering Unnecessary Data

   • Remove irrelevant time slots like lunch breaks or overnight calls.

Type

This option filters call data based on the direction of the calls.

What Each Option Means:

1. All: Includes both incoming and outgoing calls.

2. Incoming: Includes only calls received by the call center.

3. Outgoing: Includes only calls made by agents or receptionists.

Use Cases:

• Call Volume Analysis: Compare incoming vs. outgoing call trends.

• Agent Performance Tracking: Monitor outbound calls for sales or support.

• Customer Interaction Insights: Focus on incoming calls to understand customer demand.

• Billing & Call Cost Management: Track outgoing calls for cost analysis.

Round Calls

This option controls the call retry interval.

What These Options Mean:

1. Next Minute: The call waits up to 1 minute before moving to the next agent.

2. Next 30 Seconds: The call waits 30 seconds before transferring to the next agent.

Use Cases:

• Faster Call Distribution: Use shorter intervals (e.g., 30 seconds) to reduce customer wait times.

• Agent Flexibility: Use longer intervals (e.g., 1 minute) to give agents more time to answer.

Min/Max Call Duration

These fields filter calls based on their length.

What These Options Mean:

1. Min Call Duration: Includes calls lasting at least the specified number of seconds.

2. Max Call Duration: Includes calls lasting no longer than the specified number of seconds.

Use Cases:

• Exclude Short Calls: Filter out calls under 10 seconds (e.g., misdials).

• Analyze Meaningful Conversations: Focus on calls over 60 seconds for engagement tracking.

• Monitor Long Calls: Identify complex issues or excessive handling times.

Bill Time

This option selects the call duration metric for reporting and billing.

Explanation of Bill Time Options:

1. Ring Time: Time from when the call starts ringing until it is answered or disconnected.

2. Talk Time: Time the agent and caller spend speaking.

3. Transfer Time: Time spent transferring a call to another agent or department.

4. Hold Time: Time the caller spends on hold.

5. Work Time: Time spent on after-call work (e.g., notes, follow-ups).

Use Cases:

• Customer Experience Monitoring: Use Ring Time and Hold Time to measure wait times.

• Agent Performance Tracking: Use Talk Time and Work Time to analyze efficiency.

• Call Routing Optimization: Use Transfer Time to reduce unnecessary transfers.

Group By

This option controls how data is organized in the report.

Group By Options:

1. Agent: Groups data by individual agents.

2. Center: Groups data by call center location or department.

Use Cases:

• Agent Performance: Group by Agent and use Talk Time or Work Time.

• Customer Wait Times: Use Ring Time or Hold Time.

• Workload Distribution: Group by Center to compare call handling across locations.