Call Center Software - Statistics

Copyright 1997-2008 Mekashron.
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<p <span style="font-size:14pt">'''Telemarketing Statistics'''</span><br /></p>
<p>&nbsp;</p>
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<p class="style8"><span class="style9">
I</span>n this section we assume that you have some telemarketing data in your Mekashron <a href="http://www.mekashron.com/Call_Center_Software.ashx">Call Center Software</a> system and are ready to see the statistical information that the application offers you.
</p><p>&nbsp</p>
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      <li><a href="#stats" target="_self">Telemarketing Statistics</a></li>
      <li><a href="#out" target="_self">Outgoing View</a></li>
      <li><a href="#in" target="_self">Incoming Calls</a></li>
      <li><a href="#op" target="_self">Calls by Operators</a></li>
      <li><a href="#cam" target="_self">Calls by Campaigns</a></li>
      <li><a href="#summary" target="_self">Summary</a></li>
      </ol></td>
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<p class="style3"><a name="#stats"></a>1 - Telemarketing Statistics</p>
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<p class="style2">This section assumes that you are logged in to your Mekashron <a href="http://www.mekashron.com/Call_Center_Software.ashx">Call Center Software</a> system as an administrator.
</p><p>&nbsp</p>
<p class="style2">To access the <strong>Statistics Screen</strong>, select <strong>Tools -> Statistics </strong> from the main menu:
<br /><br /><img src="{UP}Telemarketing/stats1.jpg">
<br /><br />
<strong>Figure 1.1 - Accessing the Statistics Screen in Mekashron</strong>
</p><p>&nbsp</p>
<p class="style2">The screenshot below shows your initial view of the <strong>Statistics Screen</strong>:
<br /><br /><img src="{UP}Telemarketing/stats2.jpg"><br /><br />
<strong>
Figure 1.2 - The Mekashron Statistics Screen</strong>
</p><p>&nbsp</p>
<p class="style2">You have two panes in the <strong>Statistics Screen</strong>. The left-hand pane, titled <strong>Statistics Type</strong>, lists the various statistical views that are provided. The right-hand pane is where each view is displayed when selected. 
<br /><br /><img src="{UP}Telemarketing/stats4.jpg"><br /><br />
<strong>Figure 1.3 - The Statistics Screen Footer</strong>
</p><p>&nbsp</p>
<p class="style2">There are a couple of options to be aware of in the footer of this screen. There is a link that you can use if you need more statistical information. Please contact us at any time, as we are able to provide additional views and information if you require them.
</p><p>&nbsp</p>
<p class="style2">To the right of the <strong>Contact Us</strong> link, you have the <strong>Output Type</strong> dropdown:
<br /><br /><img src="{UP}Telemarketing/stats5.jpg"><br /><br />
<strong>
Figure 1.4 - The Output Type Dropdown</strong>
</p><p>&nbsp</p>
<p class="style2">You can choose to output your statistics either directly to your default printer, or alternatively you can export the view to a picture file (.bmp file) to use later.
</p><p>&nbsp</p>
<p class="style2">The <strong>Print Statistics</strong> button then performs the print or export function for you:
<br /><br /><img src="{UP}Telemarketing/stats6.jpg"><br /><br />
<strong>
Figure 1.5 - The Print Statistics Button.</strong>
</p><p>&nbsp</p>
<p class="style2">There are a number of pre-configured statistical views that you can immediately access to examine your Telephone data. To see the available views, expand the <strong>Telephone</strong> group in the left-hand pane:
<br /><br /><img src="{UP}Telemarketing/stats3.jpg"><br /><br />
<strong>
Figure 1.6 - The Statistical Views Available in the Telephone Group</strong>
</p><p>&nbsp</p>
<p class="style2">As you can see, there are four options in the Telephone statistics Group:
<ul>
<li><strong> Outgoing</strong></li>
<li><strong> Incoming Calls</strong></li>
<li><strong> Calls by Operators</strong></li>
<li><strong> Calls by Campaigns</strong></li>
</ul>
</p><p>&nbsp</p>
<p class="style2">Each of these views can be filtered by date using the <strong>From</strong> and <strong>To</strong> controls that will appear at the top of the right-hand pane when you select a view:
<br /><br /><img src="{UP}Telemarketing/stats7.jpg"><br /><br />
<strong>
Figure 1.7 - The Date Controls for Filtering the Statistical Views</strong>
</p><p>&nbsp</p>
<p class="style2">Note that if you do not tick the check boxes for either the <strong>From</strong> or the <strong>To</strong> date, then Mekashron by default presents you with all your data from the system for all time.
</p><p>&nbsp</p>
<p class="style2">We will look at each of the views in turn.
</p><p>&nbsp</p>

<p class="style3"><a name="#out"></a>2 - Outgoing View</p>
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<p class="style2">This option shows you some useful information about the outgoing calls made via your Mekashron system.
<br /><br /><img src="{UP}Telemarketing/stats8.jpg"><br /><br />
<strong>
Figure 2.1 - The Outgoing Statistical View</strong>
</p><p>&nbsp</p>
<p class="style2">This view presents you with the following for the selected date range:<ul>
<li><strong> Calls: Answered vs. Not Answered </strong>- with a graph as well as actual numerical data.</li>
<li><strong> Answered Calls Times </strong>- The average, minimum, maximum and total call duration times.</li>
<li><strong> Not Answered Calls Times</strong> - The average, minimum, maximum and total time spent waiting for calls to be answered.</li>
<li><strong> Outgoing Results</strong> - Numeric data and a graph showing the distribution of calls across your various Statuses.</li></ul>
</p><p>&nbsp</p>

<p class="style3"><a name="#in"></a>3 - Incoming Calls</p>
<br />
<br /><br /><img src="{UP}Telemarketing/stats9.jpg"><br /><br />
<strong>
Figure 3.1 - The Incoming Calls Statistical View</strong>
</p><p>&nbsp</p>
<p class="style2">This view presents you with the following information for the selected date range:<ul>
<li><strong> Calls: Answered vs. Not Answered </strong>- with a graph as well as actual numerical data for all your incoming calls</li>
<li><strong> Answered Calls Times </strong>- The average, minimum, maximum and total call duration times for incoming calls.</li>
<li><strong> Not Answered Calls Times </strong>- The average, minimum, maximum and total time spent by clients calling in and waiting for their calls to be answered.</li>
</ul>
</p><p>&nbsp</p>

<p class="style3"><a name="#op"></a>4 - Calls by Operators</p>
<br /><br /><br /><img src="{UP}Telemarketing/stats10.jpg"><br /><br />
<strong>
Figure 4.1 - The Calls by Operators Statistical View</strong>
</p><p>&nbsp</p>
<p class="style2">This view shows you some overall data for each of your operators for the selected date range in the top grid, including for each operator:
<ul>
<li><strong> Working Time </strong>- The total working hours for the operator.</li>
<li><strong> Total Calls</strong> - The number of calls the operator made.</li>
<li><strong> Average Call Time </strong>- The average duration of a call made by this operator.</li>
<li><strong> Minimum Call Time </strong>- The duration of the shortest call that this operator made.</li>
<li><strong> Maximum Call Time </strong>- The duration of the longest call that this operator made.</li>
<li><strong> Total Calls Time</strong> - The total time this operator spent on calls.</li>
<li><strong> Disconnected Numbers </strong>- The total number of calls that were disconnected during the call for this operator.
<li><strong> Transferred Calls </strong>- The number of calls that this operator has transferred to someone else.</li>
</ul>
</p><p>&nbsp</p>
<p class="style2">At the bottom of the screen, Mekashron gives you a graph that allows you to compare operators in terms of the status results from their calls. You can select one, two or multiple operators in the grid above, and the graph will update for you accordingly. 
</p><p>&nbsp</p>
<p class="style3"><a name="#cam"></a>5 - Calls by Campaigns</p>
<br />
<br /><br /><img src="{UP}Telemarketing/stats11.jpg" width="485"><br /><br />
<strong>
Figure 5.1 - The Calls by Campaigns Statistical View</strong>
</p><p>&nbsp</p>
<p class="style2">This view shows you some overall data for each of your campaigns for the selected date range in the top grid, including for each campaign:
<ul>
<li><strong> Working Time</strong> - The total number of hours worked on this campaign across all your operators.</li>
<li><strong> Processed Entities </strong>- How many entities have been processed so far in this campaign.</li>
<li><strong> Remaining Entities</strong> - How many remaining entities are there to contact in this campaign.</li>
<li><strong> Total Calls</strong> - The total number of calls made so far in this campaign.</li>
<li><strong> Average Call Time</strong> - The average duration of a call made in this campaign.</li>
<li><strong> Minimum Call Time </strong>- The duration of the shortest call made in this campaign.</li>
<li><strong> Maximum Call Time </strong>- The duration of the longest call made in this campaign.</li>
<li><strong> Total Calls Time</strong> - The total time spent on calls during this campaign.</li>
<li><strong> Disconnected Numbers </strong>- The total number of calls that were disconnected during the call in this campaign.</li>
<li><strong> Transferred Calls</strong> - The number of calls transferred between operators during this campaign.</li>
</ul>
</p><p>&nbsp</p>
<p class="style2">At the bottom of the screen, Mekashron <a href="http://www.mekashron.com/Call_Center_Software.ashx">Call Center Software</a> gives you a graph that allows you to compare campaigns in terms of the status results from the associated calls. You can select one, two or multiple campaigns in the grid above, and the graph will update for you accordingly. </p><p>&nbsp</p>

<p class="style3"><a name="#summary"></a>6 - Summary</p>
<br />
<p class="style2">As we have seen, Mekashron <a href="http://www.mekashron.com/Call_Center_Software.ashx">Call Center Software</a> offers you a full set of statistical data, enabling you to track and manage your telemarketing campaigns with just a few clicks of your mouse.</p><p>&nbsp</p>

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