How can I access executive reports?

Do you want to know executive level information about how your line is doing, including hold times, burnout protection alerts, and more? Perhaps your executives want access to this information for specific call types, or shift types?

Example questions

1. How many calls did we receive?
2. How many calls were answered?
3. How many calls where the caller requested service were missed?
4. How many calls were missed because there was nobody listed on the schedule to take it?
5. What is the average talk time for callers that were connected?
6. What is the average hold time for calls that were answered
7. What is the average hold time for calls where the caller hung up before being connected?
8. Which user(s) answered the most calls in the given period?
9. Which user(s) spent the most amount of time on the phone with callers?
10. Which user(s) took the most shifts in the given period?
11. Which user(s) took the most shift hours in the given period?
12. Which user(s) are at extremely high risk of burnout?

As an admin of HelplineSoftware.com you can access this information easily, for any time period, break it down by call type or shift type, and download it in CSV format. 

How to access executive reports

You can access executive reports by following the instructions or animation below:

1. Log in, and click the menu, and click "Analytics"
2. Click the tab labeled "Reports"
3. Wait up to 10 minutes. Do not exit this screen. Reports take a while to generate, especially if you have a lot of shifts / call volume.