Call and Chat Conversions

Description

The Call and Chat Conversion Reports show the total amount of calls or chats that have been dispositioned and the corresponding res|lead rate and conversion rate.  The reports also show the revenue generated based upon the calls coming into the system.

Preview (From Calls)

Call_Conversions.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call or chat occurred.
End Date Date Yes The end date range of when the call or chat occurred.
Direction (Calls Only) Single Select No Select whether to view calls from All Direction, Inbound, or Outbound.
Queues Single Select (Multi Select on Chat) No The name of the queue to which the call was routed.
Teams Multi Select No The name of the Team associated with the selected Agents.
Brand Multi Select No The name of the brand associated with the call.


Data Dictionary
 

Column Name Data Type Description Example
Agent String The name of the Agent who dispositioned the call or chat. George Washington
Dispositioned Number The total number of calls or chats that have been finalized by an Agent. 20
Res|Lead Number The total number of calls or chats that were marked as lead, lost, converted, or non-lead. 10
Conversion Number The total number of calls or chats that were marked as a conversion. 5
Res|Lead Rate Percent The percent of dispositioned calls or chats that were marked as a res|lead. 50.00%
Conversion Rate Percent The percent of res|lead calls or chats that were marked as a converted call or chat. 50.00%
Gross Conversion Rate Percent The percent of dispositioned calls or chats that were marked as a converted call. 25.00%
Total Converted Revenue Number The total value of all revenue that has been converted regardless of direction. $5,000.00
Directional Converted Revenue (Call Only) Number The total value of all revenue that has been converted for the direction selected via filter. $2,500.00
Chat (Chat Only) Number The total value of all revenue that has been converted via chat. $5,000.00
Rev / Answered  Number The average value of a dispositioned call or chat based upon total converted revenue. $250.00
Rev / Res|Lead Number The average value of a res|lead call or chat based upon total converted revenue. $500.00
Rev / Converted Number The average value of a converted call or chat based upon total converted revenue. $1,000.00

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

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