Office Performance report template

Overview

The Office Performance template reports on call center performance including call volume, conversion rates, and more. Each row of the report represents an active office employee.

Example Office Performance reports:

• Compare CSR booking rates

• Schedule weekly delivery of employees’ completed revenue from jobs booked

Things to know

• If you’re unsure which columns you want to include in your report, use the Reporting Dictionary to search for appropriate data fields.

• You can use this template to create as many custom reports as you need. Each report created from the template is independent and can be run or scheduled without needing to recreate it from the original template.

Create an Office Performance report

Follow the steps to create a custom report based on the Office Performance template and select the columns to include in your report.

The Office Performance template has these columns selected by default:

• Name: Name of the employee

• Calls Taken: Number of inbound calls where the employee clicked the green call bubble

• Inbound Calls Booked: Number of inbound calls booked into jobs

• Inbound Booking Rate: Percentage of inbound calls booked into jobs

• Manual Calls Booked: Number of jobs booked without an inbound call

• Excused Calls: Number of inbound calls that are tied to an existing job or are assigned the call reason, This was not a service request. Excuse it.

You can customize the report by selecting additional columns from the these sections:

• Call Center Basics: Metrics related call volume, call types, and call duration

• Office Basics: Office employee details

• Employee Job Performance: Details related to booked jobs

• Employee Performance: Metrics related to job revenue and membership sales.

Run a report

Before running your report, set filters to focus your results:

1. Click the From - To field to set date filters. You can:

   • Use the calendar to select a specific date range and then click Apply.
     

   • Use the left menu to select a preset date range:

     • Today: From 12:00 AM to the current time.

     • Yesterday: Previous day, from 12:00 AM to 11:59 PM.

     • This Week: From Monday through Sunday of the current week.

     • Week to Date: From Monday through the current date of the current week.

     • Last 7 Days: Previous seven days, including today.

     • Last 14 Days: Previous 14 days, including today.

     • Last 30 Days: Previous 30 days, including today.

     • Month to Date: From the first of the current month to the current day.

     • Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.

     • Last 90 Days: Previous 90 days, including today.

     • This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.

     • Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.

     • Quarter to Date: From the first day of the current quarter to the current day.

     • Year to Date: From January 1 of the current year to the current day.

     • Last 365 Days: Previous 365 days, including today.

     • Last Year: From January 1 of the previous year to December 31.

2. Click the Business Unit dropdown to select the business units (BUs) you want to report on. By default, the report includes all BUs.
   

   Note: How BU filters are applied depends on the metric.

3. Select Include Inactive to include inactive office employees in your results.

4. When you're done setting your filters, click Run Report.

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