Activity Reports

We also provide the reporting of the activities that are created by agents. If you want to mark a call and make it clear, or if the customer needs to be called later, the activity can be created. Through activities, customer satisfaction can be increased. Supervisor makes the reporting of activities entered by agents.

Report of Contact Activity is formed by taking into consideration the data such as name, address of customer in CRM in TegsoftCC Application.

Warning: Activities can be created without any conversation or at the same time more than one activity can be created for a customer. Activity reports provide information about the call topic rather than the number of calls. When it is wanted to be investigated the number of calls of the call center, the CDR Report or the Skill Report can be checked according to need.

For Example: An agent entered an active activity at a later date. But on the day of entry date, the agent’s shift changed and did not come to work. In this direction, the Supervisor can provide to ensure, that the activity is monitored by different agent, by taking Activity Report.

Filter Options

• Date: It is the date the activity was created.
• Top Group: It is the parent group that is determined when the activity definitions are made.
• Group: It is the group that is determined when the activity definitions are made.
• Activity: It is the activity group that is determined when the activity definitions are made.
• Status: It shows what is the result of the activity. It can be in the form of new entry, accepted, in progress, waiting, closed.
• Subject: It is the subject that was entered when the activity was created.
• Agent: It indicates the agent that included in the call. It is the agent who enters the activity.

Warning: The meanings of the terms in the above reports are also applied in “Activity Based, Contact Based (With Address), Activity Based (With Address), Contact Based (Last Activity Date)” reports. In these reports, when the terms are mentioned, their meanings are explained again.

1-Contact Based

According to the criteria mentioned, it is easy to follow which agent has formed which activity. (The above explanations also apply to this report.)

2-Activity Based

It is a report that we can see what activities are organized according to the activity breakdown. (Activity comes in the title section.) It is easy to see which activity was created in a more intense form on which date.

3-Contact Based (With Address)

If the address information of the customer exists in the CRM part of TegsoftCC application while the activity of the customer is being created, this is the report which is created based on this address information and breakdown. In this way, information about the distribution of calls and activities according to regions can be obtained. The breakdown of addresses of the contacts is made.

Warning: If an address is entered for the customer in the CRM field of TegsoftCC Application, there will be data in this field.

For Example: Welcome activity was created for customers who call the Call Center. By checking this activity data, it can be determined which region has more customers.

• Date: It is the date the activity was created.
• Top Group: It is the parent group that is determined when the activity definitions are made.
• Group: It is the group that is determined when the activity definitions are made.
• Activity: It is the activity group that is determined when the activity definitions are made.
• Status: It shows what is the result of the activity. It can be in the form of new entry, accepted, in progress, waiting, closed.
• Address: It is the address information that is added while entering the activity.
• Agent: It is the agent who enters the activity.

4-Activity Based (With Address)

We have the opportunity to report as both activity and address breakdown. Thus, we can more easily determine which activity comes from which region. The breakdown of addresses of activities is made.

• Date: It is the date the activity was created.
• Contact: It is the customer information whose activity is created.
• Status: It shows what is the result of the activity. It can be in the form of new entry, accepted, in progress, waiting, closed.
• Address: It is the address information that is added while entering the activity. Agent: It is the agent who enters the activity.

5-Contact Based (Last Activity Date)

We also have the opportunity to create a report with the date of the last activity created by the people.

• Date: It is the date the activity was created.
• Top Group: It is the parent group that is determined when the activity definitions are made.
• Group: It is the group that is determined when the activity definitions are made.
• Activity: It is the activity group that is determined when the activity definitions are made.
• Status: It shows what is the result of the activity. It can be in the form of new entry, accepted, in progress, waiting, closed.
• Subject: It is the subject that was entered while creating the activity. Agent: It is the agent who enters the activity.