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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 by first clicking the reporting link in the giosg Navigation bar.

Reporting

Once you're in the reporting, click Product reports and then Telephony.  You can also navigate directly to directly to https://reporting.giosg.com/telephony

telephony report

The reporting can be access by users with Reporting permissions (see "Managing users and teams").

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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. 

  • In the Overview tab you can follow the metrics from the beginning of the visitor's journey towards a call, all the way to potential outcomes of successful calls. If you're looking at a longer time period, you'll get overviews per month and per quarter automatically.
    • "Impressions" and "Clicks" tell you how many website visitors saw and clicked your "call us" button(s).
    • "Requests" tell you how many calls were initiated by the visitors. The report will also tell you how many of these were successful (ended up being actual calls)
    • If you're using the lead qualifier feature, which asks agents to classify calls (as invalid / sale / no sale) when they end them, the report will also include this information. The conversion is calculated from all calls with an assigned outcome.
  • The information in the Requests tab complements the Overview tab, by giving you more information about the inbound and outbound call requests you've received in the selected timeframe. 

Agent performance: 

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

  • You'll find this information in the per Agent and per Team tabs (Team data is available only if you've divided your agents into Teams as instructed here). 

Call logs:

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

 

! Note that you can also export the data to excel or csv or even download the report as an image.

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