Available reports in SAS Desk

A variety of usage statistics are available in your secure web portal. Checking these reports can help you sort through calls, find out how many minutes you've used, view your peak call hours, and more. In this tutorial, you'll learn about:

• Statistics on the Calls Page
• Advanced Reports
• What's on the Dashboard
• Call Traffic Reports
• Usage Reports
• Segmentation Reports
• CSR Reports
• General Reports
• Scheduled Reports
• Script Block Reports
• Export Calls

Statistics on the Calls Page

At the bottom of the home page, you will find a  Monthly statistics chart, showing your usage details for each month.

In addition, there is a line graph showing your  Weekly call volume.

Note that with all graphs in the reports section, you can hover over any graph point to see specific usage statistics.

For advanced reports, click the  More reports button in the bottom right corner of either chart, or click the Reports tab from the left side menu.

Advanced Reports

The default reports view will show you the  Dashboard. To view additional reports, click on the corresponding link in the grey bar at the top of the screen.

What's on the Dashboard?
 
Outcomes and Tags

At the top of the Dashboard, you will see two circle graphs:  Outcomes on the left, and Tag on the right. Hover over any part of the graphs for call statistics.

Use the Scripts drop down to display the graphs by script, and click on the calendar to adjust your date range. For more information on adjusting a calendar date range, please read How to Set a Date Range for Your Call Log. The instructions are applicable to the calendar format you will find in the reports section.

Calls by Geographic Location

Below the circle graphs, you'll find  Calls by geographic location. A map pin will mark the origin of each call you receive.

When multiple calls come in from the same area, the color of the pin will change based on the legend at the bottom of the map. For regional and national companies, this provides a great visual of your target markets.

Last 3 Months Usage 

At the bottom of the Dashboard, you will find a table that will  Compare usage from last 3 months, along with a line graph displaying an illustration of the same.

Hover over any point on the line graph to show you usage details by date.

Call Traffic Report

The  Call traffic report page will display Calls by hour, Calls by business hours, and Calls by week.

Calls by hour

Modify the bar graph by selecting a specific Script, adjusting your date range, or clicking on  repeat callers or first time callers in the upper right corner.

Calls by business hours

Modify the bar graph by selecting a specific call result from the drop down menu, or clicking on  business hours or after hours in the upper right corner.

Calls by week

Modify the bar graph by selecting a specific Script, viewing up to four weeks at a time, or clicking on  repeat callers or first time callers in the upper right corner.

Usage Report

The  Usage report page will display Average length of call, Usage by script, Usage by profile, and Usage by outcome.

Average length of call

Modify the graph by selecting a specific Script, viewing up to four weeks at a time, or clicking on  average of week, average of day, or total calls in the upper right corner.

Top Usage by Calls and Minutes

Additionally, you will see a  Top Usage by Calls table on the left, and a Top Usage by Minutes table on the right. The chart is in the order of greatest to least number of calls per day, and you'll see the % change to the right of the number of calls column.

Usage by script, profile, and outcome

Use the calendar to the right of  Usage by script to adjust the date range.

Usage by profile will show you the call totals for each profile on your account.

Usage by outcome will filter results so that you can see the outcomes that are being selected most frequently.

Segmentation

A  Segment report will show you the duration of calls, in seconds, for any seven-day period. The report defaults to Last week, and information can be pulled for up to four weeks prior.

Hover over any bar on the graph to see the total number of calls for each length of time.

Adjusting the Graph

To adjust the data for previous weeks, use the drop down in the upper right corner of the graph.

If you have multiple scripts, you can also filter the data by clicking the colored buttons to the left of each script name.

Segmented Usage by Hour

At the bottom of the page, you will see a graph that details  Segmented usage by hour for the seven-day period you selected. Click on any data point to show you the total usage in minutes for a specific hour.

Note that this graph defaults to PST, so you'll need to account for any time zone difference when viewing results.

CSR Report

The  CSR report allows you to see at a glance which operators have answered your calls.

CSR report by week

A bar graph displays calls by week, organized by  Operator ID. Hover over any bar to show you call statistics for a specific operator. In addition, you can use the drop down menus to select a specific Script, or view up to four weeks at a time.

Calls by CSR 

Further down, you can put a face to SAS operators’ voices by viewing their pictures, names, average call length, and the number of calls they've answered for your account. If you've rated their performance, you'll also see their overall star rating.

Usage by CSR

This chart displays the total number of calls each operator has answered on your account, along with the total number of minutes, and the average call time. 

General Reports

Several general reports are available by clicking the corresponding radio button. You can select from:

• All Inbound Calls
• Outbound Calls
• Calls Per Script
• Calls Per Profile
• Minutes

Use the calendar to adjust your date range, and then click  Get The Report.

Data will appear on the left side of the page.

Scheduled Reports

If you'd like to schedule daily, weekly or monthly call reports to send to you automatically, visit this article.

Script Block Reports

Viewing a report by Script Block is useful for filtering out specific call data. For example, a medical office could instantly see the number of inbound calls for general inquiries, prescription requests, emergencies, appointments, etc.

1. Use the calendar to adjust your date range.

2. Select a  Script from the drop down menu.

3. Then, select the specific Script block from the list, and click Run report.

In the example below, we've filtered calls so that we can determine the advertising source where the caller heard about the business. Hover over any part of the graph for call statistics.

Export Calls

With  Export calls, you can download a report that contains the complete details that are gathered on each call. Export reports can be pulled for one month at a time. If you would like information for multiple months, the data will need to be requested individually.

1. To export call data, choose from the list of  Scripts that you'd like to review.

2. Next, use the calendar menu to adjust your date range. Data is available one month at a time, and the default date range is set to the current month.

3. Once you have set your script and date parameters, click the  Export data button.

4. Under the  Recent exports section, you will see the word Pending while the system is processing your request.

5. Depending on the volume of data for each month, reports may take up to three to four hours to complete. You will receive an email alert once the data is available.

6.  To download the requested data as a CSV file, click the  Download button to the far right of the generated report. After the report is generated, it will remain in the portal for 90 days. However, you can always go back to download call data at any time.