📢 Hold the phone because we have an exciting news alert! 🎉 We're thrilled to unveil the brand-new Gorgias Voice Statistics reports! Get ready to dive into a dedicated page that monitors key voice metrics, empowering you to supercharge your customer support game.
💡 So, What is the new Voice Statistics report?
Voice calls are a game-changer for Merchants, boosting team efficiency and delivering a personalized multichannel experience. But here's the kicker – without real-time data analysis, it's a challenge to spot areas for improvement. That's why our team has been working hard at rolling out the first step of our Voice Statistics reports. Now, you can:
Keep track of wait and talk time: Dive into the caller experience section to see how long customers wait before a call is picked up (wait time) and how long a call lasts after it's answered (talk time).
☎️ Check out call volumes: The call volumes section gives you a quick look at the total number of calls, inbound and outbound calls, and missed calls.
📞 Get an overview of all your calls: With the calls list section, see all your calls at once – who answered, how long it lasted, and jump directly to the related ticket.
🔄 Filter and export your data: Use filters to display voice calls for specific integrations, agents, or dates. Easily export caller experience and call volumes to CSV for your use.
What can you use the Voice Statistics report for?
🚀 Performance optimization: Identify and address underperforming agents.
🔍 Enhanced monitoring: Gain insights into wait times, talk durations, and missed calls for data-driven staffing decisions.
📊 Call analysis for outbound calls: Understand the purpose of outbound calls, enhancing their effectiveness.
Why use the Voice Statistics report?
🌟 Enhance customer satisfaction: Reduce first response time and minimize missed calls for a more responsive approach.
⚖️ Optimize staffing decisions: Efficiently allocate resources based on call volume trends.
🏆 Employee performance enhancement: Identify training needs and opportunities for improvement among support agents.
What’s coming soon?
Get ready for an upcoming feature that dives into the world of agent calls! Our next report will spotlight individual agents, breaking down key metrics like total phone calls per agent, inbound calls missed, calls declined, average call-back time, and more. Stay tuned!
How to get started?
Wondering how to kickstart your journey with Voice Statistics reports? We've got you covered! Check out our comprehensive help docs, where we break down how these metrics are calculated. Click here to explore the details.
Haven't tapped into the potential of Voice Calls for your customers? Check out here how you can elevate your support game by adding a touch of personalization with the Gorgias Voice add-on. 🚀✨
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