Here is a write up for SmartStats which shows you how to get started.

Everything has been explained in detail here so you can refer to it anytime as we do not expect you to become an expert straight away.

SmartStats is a very feature rich product, which like any comprehensive statistical package, can take time to adjust to.

SmartStats Tasks

It is recommended to set the names in the format: Name (Extension).

The effect is you can see names and extension numbers in your reports.

Graphs and Visual Aids

For each of the tasks below the reports also generate graphs e.g. when viewing call details for the past week you will get a pie chart which visually shows how long each user has spent on the phone.

Live Information for Incoming and Outgoing Calls

For a live view of how many calls are being made you can use the Agent Board. It is common for this view to be used on a television screen. The answered columns only shows the calls answered. This view doesn't show calls out.

There is another board for calls out. Outbound Board. You can have both the agent board and outbound board side by side on a television. This view does also show the total number of outgoing calls. It's useful to separate incoming and outgoing to clearly identify who is performing well.

Both the agent board and outbound board give you average duration of calls.

How to view total number of calls made by a user:

Control Panel > Click Reports > Select OUTBOUND > Select Time Period e.g. This Week > Click Report > Scroll down to bottom > Calls Answered in this OUTBOUND queue is the total number of calls that were made.

Example:

John Smith 155

Danny Keller 55

Kay Gomez 16

Beth Myers 70

How to view total number of calls received by a user:

Control Panel > Click Reports > Select INBOUND > Select Time Period e.g. This Week > Click Report > Scroll down to bottom > Calls Answered in this INBOUND queue is the total number of calls that were received.

Example:

Danny Keller 2

Nobody else listed which means nobody else received any calls.

This view does not include internal inbound calls, only external.

How to view the details of every call by a user:

Here you can also see how long users are spending on the phone.

Control Panel > Click Reports > Select All Queues > Select Time Period e.g. This Week > Click Report > Scroll down to bottom > Calls Answered is the total number of calls made and received > Click a user e.g. Danny Keller (1004) > Now you can see all the numbers which a call was made to and received from including time of call, length of call, total hold time and how long the caller waited for an answer.

Frequently Asked Questions

Q: When viewing outbound calls what does Returned and Unreturned calls mean?

A: With regards to outbound calls:

Returned Calls (Yellow) are calls out that were then repeated. E.g. 07776181384 was called twice so returned calls is 1.

Unreturned Calls (Red) are calls out that were not answered.

Q: What is the retention on SmartStats data?

A: The statistics are kept as long as you keep your subscription to SmartStats. If you cancel the product then the statistics are removed.

Q: Can you filter calls longer than a certain amount of time and filter to exclude certain numbers?

A: Although there isn’t a filter option in SmartStats, you can download the data as a CSV and filter using Excel.

E.g. when viewing the details of every call then you can click the button shown below to download CSV.

When opened in excel, select the data and then click format as table:

Then click Talk Time, Filter, Greater Than

Enter 30 and click OK.

You now have a list of all calls greater than 30 seconds.

Select all cells and you can see that of the 396 calls there were 263 over 30 seconds.

As seen above since SmartStats collates data and provides excel downloads you can use these resources to filter as much as you want.