Below is a short video that explains what each of the categories means and what information you can derive from the Call Report. Alternatively, you can read the article below.
YUMBI Insights is a reporting tool available to those who have access to the YUMBI platform. To find the Call Reports for your Switchboard, you will need to log into your YUMBI Account and from there select the Reports Tab from your Launchpad. Once reaching Reports, you will find the Call Reports on the left-hand panel under Switchboard, as highlighted below:
Once you select the Call Report several filters and categories will be displayed as well as a grid of call stats. The Call Report allows you to filter by Date, Brand, Restaurant and Call Centre. The ability to filter individually and across all Brands/Restaurants is also available.
The categories that summarize the Report cover two aspects of the call reports:
The first category covers “Key Health Stats” which is the overall accuracy and reliability of the call data that is being displayed. This category would cover the following:
- Stores with Missing Calls:
This refers to stores that have received more orders than the total number of calls that can be associated with those orders. e.g. If a store has received 100 orders, there should be at least 100 calls on its associated order queue, or in the case of a combo store, another linked stores order queue.
NB: If there are 25% or more calls that are missing, the calls data summary report will not be displayed and the respective stores with missing calls will be highlighted in red on the table. This means that there are orders placed at the restaurant from the switchboard platform, however, there are no calls on the VoIP API. Therefore, this indicates a lot of calls that are unaccounted for thus rendering the data unreliable. To resolve this issue; Call center administrators would need to contact the VoIP provider (Euphoria) to get assistance in ensuring that calls are available on the API (where YUMBI pulls and aggregates the data).
- Matched Orders:
This refers to how many of the orders placed could be matched to a call using a unique call identifier.
- Orders at Different Store:
This refers to how many orders were placed at Store A but the call was actually received on a queue belonging to Store B.
The second category covers queue stats. This category is the Order and Query Queue as well as the sum of these queues in the “All Queues” Panel. The Queue Categories cover the following information:
The Order Queue is an indicator of all calls made to the Call Centre.
The Query Queue is an indicator of all the calls made to the Store directly.
The above categories provide insightful summaries of the data provided by the report.
In addition to the Summaries, the Call Report provides a breakdown of each store’s call stats. The grid displayed below is an example of what one would view when displaying information for specific stores on the Call Centre. This grid of information can also be filtered by using the search option to find specific values or stores.
The grid displays call information for individual restaurants which are set into different categories. The categories include:
|Restaurant Name||This would be the name of the store on the Call Centre that the data represents.|
|Total Orders||This would be the total number of phone-in orders successfully placed at the restaurant.|
|Sales||This is the total sum amount of all sales made by the Call Centre for the store, inclusive of VAT.|
|Store Calls||This is the total sum of all calls that were placed on a stores Order Queue and Query Queue.|
|Stores Order Queue Calls||This represents the total number of calls that were placed on the store’s Order Queue. (Option 1 When Dialing)|
|Stores Query Queue Calls||This represents the total number of calls that were placed on the store’s Query Queue. (Option 2 When Dialing)|
|Other Store Calls||This refers to orders placed at a specific store that were found to be associated with another stores queue.|
|Total Calls||This is the Sum of the Store Calls and the Other Store Calls.|
|Answered Rate||This is the percentage of calls that were answered after they arrived on the store's order and query queue.|
|Abandoned Rate||This is the percentage of calls that were abandoned after they arrived on the store's order and query queue.|
|Order Rate||This is the percentage of total calls received on the store's order and query queue that resulted in an order being placed.|
|Sales Per Minute||This shows the average sales for each store on the Call Centre per minute.|
|And Lastly, Matched Rate||This refers to how many orders we are able to match to an inbound Call using the Unique Call Identifier Record|
The Grid Information can be exported for data analysis and provides additional categories of information using the CSV Option.