Monitoring Call performance in giosg

This article shows how you can track the calls you've had through giosg.

You can access the Telephony report from the giosg new reporting (still under construction), which you can find by going to Reporting -->Reporting Preview --> Telephony or by going directly to https://reporting.giosg.com/telephony. The reporting can be access by users with Reporting permissions (see "Managing users and teams").

You can choose to look at the data within giosg or export it to excel or csv.

The report includes data about the below topics:

General overview: 

Monitor the Telephony channel on a general level, by looking at for example the total number of calls and call outcomes.

Agent performance: 

You can monitor data per agent, and look at individual and team level calls, call outcomes and call durations.

Call logs:

See a list of all calls during a selected time period and get information about each call.