Dashboard Reporting Overview

This page provides an overview of the Reporting pages available on the Kixie Dashboard. For each Report, a summary of the information is provided. In addition, some Reports have a link to a full article with more in depth details about the information available.

Managers can access these Reports on the Kixie Dashboard under the Reporting section of the sidebar.

Agent Reports

The Agent Reports page shows a line chart of call metrics for agents on your account. Use the Team filter to switch from viewing all agents to a single team, and use the Metric filter to select various call metrics like total incoming missed calls or total outbound connections.

Use the Time Grouping filter to switch between Day, Week, and Month views. Finally, use the Date Range picker to adjust the length of time represented on the chart.

Example use case

Change the Team selection to "Support" and the Metric to "Incoming Answered Calls," then change the Time Grouping to "Day" and the Date Range picker to "Last 30 Days." This gives you a view into how busy your Support Team was answering calls on any given day over the last month, allowing you to make any necessary adjustments to staffing.

Agent Status

The Agent Status report highlights Workforce Management (WFM) statistics for agents on your account.

WFM stats showcase how agents spend time on and off calls. Stats include the following:

• Logged in time
• Idle time (not on a call)
• DND (Do Not Disturb) time
• Number of Calls Handled
• Speed to Answer
  • The length of time an agent takes before answering an incoming call
• Call Length
  • The amount of time spent on active calls
• After Call Work (ACW)
  • The amount of time spent wrapping up a call (e.g. adding notes, entering a scheduled follow-up, etc)
• Total Call Handle Time
• Average Call Handle Time

For more detailed information about the Agent Status report page and all the information displayed, visit our dedicated page here.

Agent Summary

The Agent Summary page includes data around various call metrics for agents and teams on your account.

Use the Team and Metric filter at the top left to measure performance by team, and use the Date Picker at the top right to filter the time period shown.

The Metrics available are as follows:

• All Connections
• Total Calls
  • Answered Calls
  • Missed Calls
• Outgoing
  • Total
  • Answered
  • Missed
  • Connections
• Incoming
  • Total
  • Answered
  • Missed
    •  Any incoming call that is unanswered by your agents or goes to voicemail.
      • For example: If someone calls your IVR and hangs up, that counts as a missed call.
      • NOTE - Missed calls directed to an IVR or Ring Group number will be assigned to the "default user". For example: If you have one main number that rings 4 agents and John Doe is the default user, any missed call to that main number will show up as a missed call to John Doe. 
  • Connections
• Duration
  • Total Duration
    • The total duration of an agent's answered calls. This provides insight into the amount of time an agent spent on active calls.
    • NOTE - This total omits time an agent's phone rang from an inbound call that went unanswered. Outbound calls from an agent that reach a voicemail are still considered answered.
  • Avg Duration

Other Metrics available in the table at the bottom of the page include:

• Missed %
  • Total number of missed incoming calls / total number of incoming calls. The lower the % the better!
• Outgoing Connection %
  • Percentage of outbound answered calls by your agents that exceed your connection duration.

Business Reports

The Business Reports page shows line charts for the following top level metrics each with separate lines representing sub-metrics that can be toggled on/off for customization purposes:

• Total Calls
  • Outgoing
  • Incoming
  • Connections
  • Missed
• Totals Outgoing
  • Calls
  • Answered
  • Connections
• Totals Incoming
  • Calls
  • Answered
  • Connections
  • Missed

Example use case

Use the top right Time Grouping filter to select "Month" and the Date Picker to select a three-month range. This allows you to view call metrics for a single quarter giving you an at-a-glance view at the performance for a single quarter.

Business Snapshot

The Business Snapshot page shows a variety of call metrics for agents and teams on your account for a given time range. Select one of the following time ranges to filter the data on the page:

• Today (default)
• This Week
• This Month
• This Quarter

Metrics at the top of the screen show top level data with sub-metrics in each section:

• Calls Handled
  • Total Outbound
  • Total Outbound Connections
  • Total Inbound
  • Total Inbound Connections
  • Total Missed Inbound Calls
  • % of Missed Calls
• Average Call Handle Time
  • Average Speed to Answer
  • Average Call Length
  • Average After Call Work
  • Average Idle Time
  • Average DND Time
  • Total Call Time (min:sec)
• Time Saved
  • Click to Call
  • Incoming Call
  • SMS Template
  • VM Drop
  • Logged Call
  • Auto SMS

Below these metrics are pie charts showing the following metrics broken down by total, inbound, and outbound:

• Talk Time
• Total Calls
• Connections

Below the pie charts is a a table highlighting Top Agents across a number of call metrics. The agents  in the average columns have higher or lower percentage than the average number shown at the left of each metric:

• Total Calls
• Connections
• Talk Time
• Missed Calls

For more detailed information about the Business Snapshot page and all the information displayed, visit our dedicated page here.

Call Outcomes (Dispositions)

This report highlights the Call Outcomes (or "Dispositions") logged by the agents on your account. Dispositions are customizable based on your account type and are a useful way to summarize the outcome of your calls.

See this help article for more information about Dispositions

Inbound Summary

A useful way to see inbound call stats for numbers on your account whether they are assigned to individual agents, a queue, or an IVR.

View this section of our Help Center for more information about setting up Inbound Calls

Queues Reports

View overall information about calls to your Queues. See the percent, amount, and time metrics including the following:

• Abandoned Calls
  • Total
  • Percent
• Average Time to Abandon
  
  • hh:mm:ss
• Average Hold Time
  • hh:mm:ss
• Average Ring Time
  • hh:mm:ss
• Missed
  • Total
  • Percent
• Answered
  • Total
  • Percent

Scheduled Reports

Create and maintain Scheduled Reports that are exported spreadsheets of data from other pages on the Kixie Dashboard. Select a Report to export, recipient emails, and a frequency for how often to receive the information.

Pages available to export:

• Agent Summary
• Call History
• SMS History
• Powerlist Contacts

Frequencies available for scheduling options:

• Daily
• Weekly
• Monthly

SMS Reports

View and compare SMS metrics by agent on all teams or a specific team. A line graph on the page shows your the number of SMS by total, incoming, or outgoing for agents on your account.

Use the Team dropdown to select all agents or a specific Team. Use the Metric dropdown to change which data is shown on the page.

A table below the chart shows all metrics, and can be sorted by column.

Time Saved

View a breakdown of time saved by agents on your account via Kixie products utilized. This helps you better understand your team's usage of features that optimize your workflow and save you time day to day.

Using things like Click-to-Call, Call Outcomes, and Voicemail Drop save time by automating processes that would otherwise take your team precious minutes and hours throughout the workday. This report helps to highlight usage in any given time period by all agents or broken down by a team of your choosing.