Search information is grouped into 2 main sections:
Call Summary – number of incoming, outgoing or missed calls, call duration, call intensity, dynamics compared to previous period, etc.
Employee Performance – employee engagement, average saudi arabia mobile number owner name call duration, missed call response.
The charts are interactive, so if you place the arrow on the chart marker, you'll see summary information about the item, such as the number of searches on a specific date. You can also move columns and adjust filters.
This statistic includes all calls made via both the built-in Bitrix24 phone and via REST and SIP integrations.
Search statistics
The Call Statistics section allows you to analyze all calls in Bitrix24 . You can report on the total number of calls and also track the work of your operators.
Call statistics include all calls made via both the built-in Bitrix24 phone and via REST and SIP integrations.
How to work with search statistics?
All charts are created with the help of filters based on period, employee, connection or number.
Search Statistics: Interactive Charts and Employee Performance
Call Filter
If you place the arrow over the graphic marker, you'll see summary information for the item, such as the number of searches on a specific date.
Search Statistics: Interactive Charts and Employee Performance
Outgoing
If you click on the marker, it will open a list of searches included in this table by this filter.
Search Statistics: Interactive Charts and Employee Performance
Calls
A general summary table of calls for a particular item is placed below the chart.
Search Statistics: Interactive Charts and Employee Performance
Call Distribution
Columns can be moved and you can change the order of elements. All elements in cells are interactive – you can click on numbers in a cell and a window will open with a list of the data contained in that cell.
The previous period is automatically calculated for the same period before the reporting period. For example, if you are looking at data from the “last month” reporting period, the previous period will also be selected as the “month before reporting period.” In some charts, the previous period can be set manually.
Call summary
In this block there is analysis of calls: the number of incoming, outgoing, missed calls, duration of calls, dynamics compared to the previous period, etc.
Search statistics
Shows the number of incoming, outgoing, missed, and return calls for a specified period. Call statistics show the percentage difference in the total number of calls during the reporting period compared to the same period before.
For example, you select the period of last week in the filter. Then the search statistics will be calculated as the difference between the total number of searches last week and the total number of searches in the previous week.
Search Statistics: Interactive Charts and Employee Performance
Statistics
Compare time zones
This section contains the total number of calls for 2 periods: first the reporting period is selected and the previous period is set to automatic, but can be changed.
Search Statistics: Interactive Charts and Employee Performance
Period Comparison
In the filter, you can select both the total number of calls and separately by type: incoming, outgoing, missed and returned calls.
Column Dynamics shows the percentage difference in the number of searches during the reporting period compared to the same period in the previous period.
Missed calls
This section contains information about missed calls. For example, a customer called – a deal was created – the call was missed – an operator did not call the customer back.
Search Statistics: Interactive Charts and Employee Performance
Missed Calls
NOTE: These reports are only available from the moment the search statistics update is set up.
Call intensity
Call volume shows when most calls come in and how managers handle calls: how many were answered and how many were not. Statistics can be viewed by day and hour.
Search Statistics: Interactive Charts and Employee Performance
Call Intensity
If you select a specific number in the filter, a green bar will appear on the horizontal scale. It shows the running time of the number. If more than one number is selected in the filter, the bar shows the running time of each number.
Employee performance
In this block, the work of managers is analyzed. You can see their search load and efficiency.
Employee participation
This section shows statistics for incoming, outgoing and missed calls for each employee.
Use a special slider to change the scale of the diagram relative to the employees.
Search Statistics: Interactive Charts and Employee Performance
Employee Participation
Call duration
This chart shows how much time managers spend talking to customers and how much time they spend on incoming and outgoing calls.
Search Statistics: Interactive Charts and Employee Performance
Call Duration
Missed call response
This table shows how many missed calls there were during the reporting period, how many times the manager called back, and how quickly they called back – the average time to answer a missed call is counted.
Search Statistics: Interactive Charts and Employee Performance
Missed Call Response
These reports are only available from the moment the search statistics update is set up.
Average search time
This chart shows the average duration of a call for each manager with a customer and the call statistics compared to the previous period. There is no distinction between incoming and outgoing calls.
Search Statistics: Interactive Charts and Employee Performance
Average Search Time
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