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Reports Business Solution
Cloud Hosted Phone System
Serving 25,000 customers nationwide
FreedomIQ Reports are critical to many of our customers looking to increase profits by running their businesses more efficiently. All reports can be accessed in real-time giving you the ability to monitor and listen live to your employees’ calls, listen at a later time, and keep track of who is on the phone with whom and for how long. All of this data can then be linked to your department’s success metrics for further analysis. Many of our customers find our reports to be extremely useful for making personnel decisions, setting goals, and training new sales and support hires. Reports can also integrate with your backend billing and invoicing systems, saving your business time and money. This data sheet will run through some of the key capabilities provided by FreedomIQ Reports that come standard at no extra cost with FreedomIQ.
Serving 25,000 customers nationwide
User Statistics Report
Key call metrics such as total number of inbound/outbound calls and average talk times are now immediately visible to system administrators so they can see everything associated with their employee’s phone usage. These metrics are some of the keys to success in call centers and sales driven organizations. This report provides a wide range of data on user call activity, including the number of calls handled, talk time, time logged in, and much more. You can drill down to one user to see specifics or compare them with a group of other users. An administrator can use this report to see their highest and lowest performing employees at a glance.
Call Details Report
This report gives you visibility into all calls that have been routed through the phone system. This includes informational extensions and other scenarios where callers may not have chosen to speak with a representative. You can also see calls that chose a group extension (sales, support, etc.) rather than an individual user extension. The graph for this report shows the total duration of calls in minutes superimposed over the total number of calls, then graphed over time. To get a detailed breakdown for these calls, click the Get Call Data button under the graph and you can see the inbound and outbound call legs for each individual call.
Reports Business Solution
Serving 25,000 customers nationwide
Missed Calls Report
Understanding the number of missed calls is critical for any business in today’s fast paced world. If your potential customers can’t reach you, they will likely be calling your competitor immediately after they hang up. Put a stop to that by having an on-demand report that gives you immediate visibility into your largest source of potential profit; your missed calls. The graph for this report shows the number of missed calls per extension. To see the details for these missed calls, click the Get Call Data button. Missed calls are defined as calls that started to ring an extension and then end up in voicemail either because the user chose to go straight to voicemail or the call was not answered.
Extensions Report
Do individual users get more calls than your group extensions? Do callers talk longer when they call a user extension to get to a customer service rep VS calling your customer service queue? These may be inefficiencies in your sales and support handling. These challenges can be uncovered and corrected in seconds using our extensions report. The graph for this report shows the number of calls grouped by extension (missed or otherwise). To see the details for these calls, click the Get Call Data button and you can view the inbound and outbound leg details of each call. Viewing all of your extensions as a whole is an important step in understanding your overall call volume.
Reports Business Solution
Serving 25,000 customers nationwide
DID Report
Are your users getting calls directly to their phone that may be interrupting the efficiency of your customer queue? Maybe a customer service rep has his or her significant other calling them direct, too often throughout the day, bypassing the auto attendant portion of your system. You can find out by running a DID report and see which users are receiving direct calls to their phone. The graph for this report shows the number of calls per DID, both inbound and outbound. To see the details for these calls, click the Get Call Data button. Note: only one leg of each call shows on this report, even if the call had an inbound leg and an outbound leg.
Reports Business Solution
Serving 25,000 customers nationwide
Review Calls Report
Don’t have time to sit next to your support or sales team all day? Do you have remote employees that make it impossible for you to listen to their calls in person? Review calls gives you the power to listen to your users in real-time or at a later date. The Review Calls report is the ultimate tool for evaluating the quality of your customer service team or sales reps. This report shows you any recorded calls that match your filter. The data portion shows the number the caller called from, the number they dialed, the duration of the recording, and which extension they selected. To listen to any of the recorded calls you can click on the corresponding 'Listen' button on the far-right, or download an MP3 of the recording using the “Download” button.
General Statistics Report
Get immediate percentages and averages on some of the most important aspects of phone system usage. These are the metrics that you can use to gauge your customer’s overall phone system
Reports Business Solution
Serving 25,000 customers nationwide
Employee Scheduler
This tool is intended to help you schedule your staff to minimize the number of calls you miss and to help you save money by not overstaffing. The graph provides the total number of calls, the number of actual missed calls (based on your filter), and the number of projected missed calls based on the schedule you set. For the most accurate representation you’ll want to gather call data for about a week. Once you’ve used the system for a week, simply input your employees and use the sliders to input their working hours. Hit the “Apply Schedule” button and the employee scheduler will show you (based on your historical data) where you are likely to miss calls. You can then adjust the hours of your employees (or add another employee) to cover the missed or projected missed calls area and fill the support void for your customers.
Dealer Contact Information
Reports Business Solution
Cloud Hosted Phone System
Alice Thomas Andrew Brown Alan Rogers Bob Braithwaite
