Features discussion - (Realtime) Sales report

[dspaan]

So, i have spent some time thinking about these features over the last few months and the goal of this topic is to discuss these features and hopefully let them end up in the Projects forum as bounties so we can fund the development together.

I have been working with outbound mainly so once i get some more inbound experience you can bet i will make a topic about that too .

In my opinion right now the most important missing features for Outbound VICIdial are:

1.Reliably manage disconnected numbers
2.Status code for maximum attempts
3.Manager friendly Reports<--this topic
4.(Realtime) Sales report<--this topic
5.Import and export leads templates

Since it would become a mess to discuss all of these subject in one thread i made a thread for each of them. I know that for some of these subjects there have been discussions about them in the past. I will try to reference these older threads as far as i can.

(Realtime) Sales report
I realize this is not universally applicable and is only useful for outbound (and some inbound) callcenters who sell products or services by phone. But i'm guessing there are a LOT of us out there!

So what about adding some sales specific reports to the standard reports about sales? There are also reports about inbound service so it think this really should be added. For all commercial outbound projects every manager wants to know one thing: How many sales did we make today on how many hours? And what does the ratio (sale per hour) per agent look like? So the only thing i'm suggesting is making a new report similar to the agent performance detail report but adding a sales ratio calculation to it. It would show the ratio for each agent together with the working ours, wait time, dispo time, talk time, etc. Also the sheet should be downloadable.

Sure i can ask someone to make a custom report. But would this not be used by A LOT of callcenters? It's a basic needed report if you ask me.

The report could be made so it takes all statuses who have SALE=Y flag in the campaign and system status settings sections. This way the report does not have to work with a specific status but you are free to define any status you want to be included into the calculation.

It would be awesome if the sales per agent and/or ratio could also be shown in the realtime main report. An ideal instrument for each supervisor to monitor which agent needs attention.

I'm looking forward to hear everyone's opinion on this and maybe it could become a default report?

[mflorell]

A "sale" is calculated in 100,000 different ways, and there are some pretty strange ways out there. We have made a few custom sales stats reports, but they were so customized that we had a difficult time stripping out all of the custom parts to make them generic enough to add them to Vicidial. One that made it is the fronter/closer report, and that ended up being about 1/4 the size of the original customized report after it was made more generic.

[dspaan]

But thats why i'm suggested to use this:



A sale is maybe a too commercial term. It should be 'a succesful' call.

For instance we also do surveys and it would be very useful to use the same report to see how many surveys an agent has done per hour.

It could simply be defined by setting the custom campaign status code for a succesful survey to SALE=Y.

Would that not solve the problem with 100.000 way's to calculate a sale?
Except if there is another way apart from using status codes?

So the only new thing here is succesful calls per hour per agent based on that Y/N selector in the status codes. I think it would be very useful for many callcenters.

[mflorell]

That sounds good to me.

[dspaan]

Bounty?

[mflorell]

Could you do a crude mock-up with everything you would like to be included and how you want it to look?

[Trying]

I am in. The more reports the better.

[dspaan]

Could you do a crude mock-up with everything you would like to be included and how you want it to look?

Sorry i didn't post this sooner but here it is.



To implement this change i think the selector for the campaign and system statuses should be renamed from SALE=Y/N to SUCCESS=Y/N.

This way you have a generic selector for specifying which call was successful or not. Wether it's a sales project, satisfaction research or whatever project. Also for an inbound project this could be used to calculate the first line resolution rate.

In the agent performance detail report the orange columns are the only changes. I also added NONPAUSE time in there because it's more accurate then the current TIME column to use for calculating the success ratio.

2nd report to change would be the Realtime Main Report. Just add the succes ratio colum and number of successful calls in there somewhere. Each supervisor will love this since they can now see how many successful calls an agent has handled in total and per hour and based on that information maybe tell the agent to log out or switch campaign.

[williamconley]

could this be done with "categories"? Then you could define a category for each status (to group the statuses with a name, which seems to be what we're doing), and this report would be easily customized by showing category percentages and/or counts.

If only one category were created ... statuses would either fall into this category (and be reported in that column) or ... not. And if the category (for instance) were named "Success", then the report could look just like what you created. But someone else who has "Sales" would name it sales. Perhaps someone who sets Appointments would ... well, you get the idea.

And if multiple categories are created, then multiples would show up on the report. I mean, you should not NEED "Success" AND "Fail", but if someone wanted the numbers there, what the heck. And for those who have "levels": "Full Sale" , "Appointment", "OnlineDemo" would allow three columns each showing results.

[dspaan]

I didn't get a notification about your post William, otherwise i would have posted sooner.

What you are suggesting is indeed the same endresult and at the same time more flexible. For instance we also group certain statuses together in a category called 'no chance'. These are all the attempts where agents did not get a chance to make a salespitch. If that could be shown as a percentage in the realtime and static reports that would be excellent because it would give you insight into the chances specific agents had in relation to other agents.

But to be honest i think it would be way more work for Matt to develop this because you would also need an admin interface change where you specify which category % should show up in which report. Just showing all categories would make a mess of the reports i think.

So i think to begin with a success ratio defined by the Y=success selector for each status would be a minor change with great effect.

[dspaan]

I just noticed that in the latest SVN release there is a 'Team Performance Detail' report. It looks very much like the report i suggested in this thread!

I didn't read anything about it in the UPGRADE.txt so i'm quite curious how this report came to see the light of day

Awesome development.

[Trying]

That is the report I asked Vicidial Group to develop and I LOVE IT!!

[dspaan]

Oh well that's great news.

Trying, how are Incomplete and Cancelled Sales measured?

[Trying]

That will be part of the QC system that William is developing for me. The plan is for QC agents to be able to review sales and then disposition it as valid, incomplete, cancelled, etc.

[dspaan]

wowie that sounds awesome!
now all we need is to have the salesratio or number of sales over the day into the realtime report.

[Trying]

Yes. Any chance you could sponsor those?

[dspaan]

Not sure but i will try for sure to get this done.

[dspaan]

Trying, what is the definition of the System Time column?
Which time is used for the Sales per Hour calculation?
What do you mean by First Call Resolution, is this related to sales in the first call?

[Trying]

System time is simply for how long the agent has been logged in and waiting or working on the system. It excludes pause times.

Sales per hour is how many sales the agent made per talk time hour.

First call resolution means how many times an agent speaks to a customer on average. You obviously want it as close as possible to one because in inbound if the figure is high the agent probably did not sort the problem out the first time and in outbound the agent did not handle objections and keep rescheduling calls.

[dspaan]

But if i compare system time with nonpause time from the agent performance detail report over the same period they are not the same??
Also i don't know if your agents do manual callbacks but that involves them to go on pause and this is actual worktime although in pause mode and should be added in my opinion...

Ah damn i wish the sales per hour was an expression of sales per nonpause time.... The current indicator says something about the agent performance but not about the sales per hour for your callcenter, a figure that can be communicated to the client.

How is the first call resolution calculated? Does it look for the caller ID or lead ID?

[Trying]

We do not do manual callbacks on the business that we do but you are quite right, that pause time should be added.

Everything in our call centre is measured on talk time. You are more than welcome to add to the project. We can then have a Sales Per Talk Hour AND a Sales Per System Hour measurement.

No, looking at specific leads when calculating the first call resolution figure would completely kill your database if you run it while your agents are dialing. The measurement is therefore simply how many contacts you made compared to the amount of leads that you used.

[dspaan]

I see. I'll contact the VICIdial sales team to add that extra ratio column once our clients give the green light.

PS: Do you know how the new call count limit works?

[williamconley]

Push the (?), it's right in there ...

[dspaan]

Hi Trying, just letting you know that i've made a payment to VICIdial group to add that column to the team performance detail report.

How far is the QC development?

[Trying]

That's great news. Waiting for William

[Trying]

I forgot to add, I asked Matt to add the PRECAL pause time to the system time as discussed before.

[dspaan]

Hi Trying, about two weeks ago we sponsored to have the working time and sales per working hour in the report. Checkout the SVN.

We also sponsored a script that allows you to have a recording button in the scripting page so the agent can still make a manual recording while the allforce recording is already on. Useful for sale voicelogs.

Today we noticed a sale was missing from the team performance report, i made an issue about it in mantis: http://www.vicidial.org/VICIDIALmantis/view.php?id=559

[Trying]

Awesome! How do you define working time exactly?

Matt has also now added the PRECAL pause time to system time. I am also sure you saw that you may now choose from a dropdown list the dispositions you want to show on the report.

[dspaan]

Working time = nonpause time from the agent performance detail report.

What does precal mean? That droplist sounds awesome, have to check it out.

[Trying]

Precal is when an agent click on "search for a lead" or "manual call", etc. So all manual work is now also included in "system time". System time therefore only excludes time where the agent deliberately selected to pause.

[dspaan]

Aha, so maybe it would be better to use this precal time as basis for the sales per working hour calculation?

PS: Have you noticed sales missing from the team performance report like i posted in mantis?

[Trying]

Aha, so maybe it would be better to use this precal time as basis for the sales per working hour calculation?

Yes, that would probably be very accurate because the PRECAL time should be billable if an agent doesn't sit around doing nothing.

I have not noticed any missing sales, although I haven't been checking lately and nobody complained.

[dspaan]

So Trying, is the QC system finished yet?