Over.ai offers a variety of general and custom reports that will help you gain valuable insights regarding your virtual agent's performance, and can be used as a great tool for experience optimization. All reports can be generated in real-time and exported to a CSV file for later reviewing.
The first report that will be displayed by default is the raw call log report. To generate a new report, click on the “Generate Report” button located on the top right side of the screen.
Choose the report type you’d like to generate, the dates, and the time zone you wish the information to be presented in. Once you’re done, click on “Generate report” and you’ll see the report on your screen.
This report will reveal the basic data of the call log. It will show the caller number, date & time, agent name, call duration, and call tags (Read more about tags here) if you've done any. if you want to see the conversation detail and transcription, you need to press the 3 dots on the right side of each row, and it will open a call log with all the details.
This report will show you a more detailed report of incoming calls with the addition of a session ID (each call gets her own ID), the recording of the call and all the parameters the agent collected during the call.
This is the campaign report (outgoing calls). Here you will see the campaign’s name, the number of attempts to call the user and of course all the parameters the agent collected during the call.
This report presents the data by date. For example, if you want to know the performance of the agent just for today or the last week you just need to choose the date range and it will generate the report. If you press the date it will open you the raw call log window of that day and each row you will press will open the call log.
If you have multiple agents under your account, this report will show you data per agent. You can see the total calls, total duration, average duration per call and the percentage of each agent calls. If you press the agent name it will open you the raw call log window of that day and each row you will press will open the call log.
This report will show you the last tags that were in the calls. You will see for each tag the total calls and percentage of the calls. For example, if you tagged an intent as “Successful” and another as “Failed”, you will be able to see how many calls were successful and how many failed. If you press the Tag it will open you the raw call log window of that tag and each row you will press will open the call log.
Sometimes you might have to look for a call by the caller number (like regular clients). This report will show you all the calls that were made from the same number and the duration of the calls. If you press the phone number it will open you the raw call log window of that day and each row you will press will open the call log.