Insights: Reports

Welcome to  Reports in Outbound by Enreach. 

Here you can custom-make performance reports to check the performance of Projects, Campaigns, Teams, and Agents through a large variety of KPIs.

Read through the article, or click a link below to get started.

In this article:

• Navigation Page
• Standard Reports
• Create a Report
  • KPI Builder
• Filtering Options

Navigation Page

To access Reports, expand the  Insights menu and select Reports.

In the Navigation Page of Reports, you can view all of your existing reports, create and edit new ones, and filter existing reports by a number of different factors. 

To switch the report view, expand the Campaign Report drop-down menu and choose from a list of reports. 

Default reports are displayed under Standard Reports, and Custom reports under My Reports. 

In the report view, the first column is organised by a combination of Projects, Campaigns, Segments, Teams, and Agents.

You can change the view by expanding the grouping menu to decide how the report data should be grouped. 

The categories will be nested, and can be expanded by clicking the arrow.
In the image blow, the Dansk Telecom Project has been expanded to display the Follow-up Campaign. This can be then be expanded to display all Active Agents working within that Campaign. 

All other columns in the report view are KPIs, or Key Performance Indicators - values that allow you to easily analyse the performance of your Organisation. 

To edit the KPIs, click a column to view the options. 

Click on the  four-way arrow to move the column by drag'n'drop. 

Click the  pencil icon to edit the name, and the cross icon to delete the column.

To change the display of the KPIs from highest to lowest or vice versa, click the arrows to the right of the name. This will allow you to view the highest or lowest performing grouping according that that KPI.

Expanding the User will display three User-specific KPIs: Success, Not Interested, and Failed.

The total call count will be displayed, along with the percentage of total calls made that the KPI makes up.

Standard Reports

In addition to creating custom reports, Outbound by Enreach has three default Standard reports. These are Agent report, Campaign report, and Detailed report.

To view a Standard Report, expand the Campaign report drop-down menu and choose a report.

When prompted, click the Search button. The report will then be displayed. 

In the image below, the Standard Campaign Report displays all of the default KPIs.

You can see that in the grouping menu, the order is Projects > Campaigns > Active Agents.

This grouping dictates the hierarchy of information displayed in the first column.

As you can see in the image, clicking on the Project (Insurance) arrow will expand the grouping to display the Campaigns in that project. 
Expand the Campaigns (Home Insurance) arrow and all Active Agents working in that Campaign will be displayed, along with their KPIs.

To edit the KPIs, click a column to view the options. 

Click on the four-way arrow to move the column by drag'n'drop. 

Click the pencil icon to edit the name, and the cross icon to delete the column.

To add a new column to your report, scroll to the end of the columns and click the green plus (+) icon to choose from a list of KPIs. 

To make a copy of the Standard Report, click the file icon to the right. Enter a name for the new report and click Save Changes.

The copy will then be displayed under My Reports. 

Click the arrow icon to edit the access rights, the file icon to create a copy of the report, and the bin icon to delete. 

Create a Report

To create a new Report, expand the Options drop-down menu and click Start New Report. 

You will then be prompted to click the Search button. 

The first step in creating a new report is to decide what data you want to view. 

In the top menu, expand the Campaigns, Segments, Teams and Users, and Calendar drop-down menus, and choose which data you want to fetch for the report. 

When you have chosen, click the Search button. 

To begin adding KPIs to your report, click the green plus (+) icon to add a new column. 

Enter a Name for your column, and expand the Select Column Type drop-down menu to choose from a selection of KPIs.

Scroll through the list or use the Search bar to find a specific KPI, or use one of the filtering options.

• Expand the Category drop-down menu to filter the list by different categories, including Lead Status and Call Outcome
• Expand the Level drop-down menu to filter the KPIs by Lead or Call
• Expand the Time Filter drop-down menu to filter the KPIs by date and time factors, including Call Time and Closed Date
• Click Create KPI to build your own KPI from Lead data.

There are currently more than 100 different KPIs to choose from, so the report combination possibilities are huge!

KPI Builder

The KPI builder will allow you to create KPIs based on Lead data, giving you practically endless opportunities for customising your reporting!

Expand the Select KPI type dropdown menu and choose between Lead Data summarising, or Filtered User-processed Leads. 

1. Lead Data summarising lets you count, sum, and calculate average values from a chosen Lead data field 
2. Filtered User-processed Leads lets you count Leads closed with a specific closure, and a specific value in a Lead data field you choose. 

Lead Data summarising

To create a custom KPI with your chosen Lead data field, enter the following information in the builder: 

• Operator: select how to to calculate your custom KPI    
  • Average will calculate the average value from your chosen Lead field
  • Sum will calculate the total sum from your chosen Lead field
  • Count will count the number of Leads that have a value 
• Field name: expand the dropdown and select the custom Lead field to build you KPI from
• Field name type will allow you to choose the Lead field category instead. Choose from options such as Commission, Number, and Revenue
• Closure: If you want to filter the results by Leads with a certain closure, then select it from the list. Choose between Success, Interested, Invalid, or Unqualified. 

Filtered User-processed Leads

If you want to create a Custom KPI that counts Leads with a certain closure, enter the following information in the builder: 

• Aggregation type: choose the type of close you want included in your custom KPI
• Field name: select which Lead field you want to count. Expand the Options dropdown and choose the operator, and enter the value you want to filter by in the text box.

Once you have selected a new column or created a custom KPIs, enter a Name and click Save Changes to save. 

When you have added all your KPIs, expand the Options drop-down menu and click Save report as new. 

Click Download to download the report data as an XLSX file to your desktop. 

Your new report will now be available to choose from the Reports drop-down menu under My Reports. 

Click the  arrow icon to edit the access rights, the file icon to create a copy of the report, and the bin icon to delete. 

Filtering Options

At the top of the Navigation page there are several options for filtering your reports, and gaining a more specialised view of the report data. 

To begin filtering, choose a report from the Reports drop-down menu.

Expand the Campaigns drop-down menu to filter the report by Projects and Campaigns.

Click the Project > Campaign checkbox to show all Projects and Campaigns in the report. 

To expand a Project, click the arrow (>) to show all the Campaigns in that Project. Check the boxes of all you want to show in the report. 

Expand the Segments drop-down menu to filter the report by Segments. 

If you have already created Segments, select which ones to filter the report by clicking the checkbox next to the name. 

Expand the Teams and Users drop-down menu to filter the report by Teams and User-specific KPIs.

Expand the date drop-down menu to select the date range you want to fetch the report information for. 

To filter by specific dates that aren't included, choose Custom date range and click the calendar icon to expand the calendar. Click the start and end date you want to filter the report by. 

Expand the Search Options drop-down and check the box to exclude Users that have no values in the KPI from the report. 

After updating any of the filtering options, you will be promoted to click Search. The report will not be updated with the new filters unless you click this button. 

Use the  Search bar to search for keywords, such as User name or Campaign. The report will immediately update with the search filter. 

Expand Options and click Save report as new to save a version of your filtered report under My Reports.

Start new report will clear the filters so you can create a new report, and Download will download the report as an XLSX file to your desktop.