Generating Org Level Reports on Voyc | Voyc Customer Education Hub

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Voyc’s Org level reports offer a comprehensive insight into your organisation’s conversation volumes, Dead air, Alerts, Workflow tasks and Compliance. In this article we guide you on how to generate Org level reports on the system.

Getting Started with Org Level Reports

To get started, if you’re not already on the Dashboard go to the navigation pane and click on the Dashboard button you will be navigated to the Dashboard page. Next, click on the Org Level Reporting button to access the report generation page.

This GIF illustrates how to navigate to the report generation page

The report generation process consists of three steps to help you easily generate your report.

Step 1: Select report type
Step 2: Select required and recommended filters
Step 3: Confirm selection.

There are various org level reports available for selection, each tailored to suit the specific data requirements. The different org level reports include:

Conversion Volumes: This report allows you to review your organisations call volumes, processed hours, and related agent metrics.
Dead Air: This report provides insight into channel and agent performance with regard to dead air.
Alerts: This report provides a channel and agent overview of alerts triggered and the resolution states of each configured alert.
Workflow tasks: This report details the number of evaluated conversations and completed tasks, and provides a summary of the status of the QA tasks.
Compliance: This report summarises your organisation's and channels overall scores and compliance outcomes for overall performance assessment.

This image shows the different types of org level reports

How to generate an Org Level Report

Now that we have covered the different types of Org Level Reports, let’s delve into generating an Org level report on Voyc. To generate your organizational-level report, follow these detailed steps.

1. Select report type: Choose the report you wish to create and click the next step button.

2. Select required & recommended filters: In this step you have to set up required filters. Required filters are essential for generating your report. On the other hand, the recommended filters are not mandatory but will provide more insightful information on your report.

📝 Take Note: When selecting a channel, you have an option to select all channels in your workspace or you can select to generate the report for only one channel depending on your needs.

3. Confirm selection: In this final step you have to confirm the information that you selected is sufficient for your report.

💡 Tool Tip: If you need to update the selected channel or reporting dates, click the previous button to make your changes.

If you are happy with your selection, you may proceed and click on the Generate report button. A pop-up will appear on your screen confirming that your report is being generated and it will be sent to your email address.

This GIF illustrates the 3 step process of generating a report

Once your report has been sent to your mailbox, you may click on the Log In and Download Report button, and you will be navigated to a page on Voyc with a button to download your report.

This image shows the email with the report download link

This image shows the download report page

Frequently Asked Questions

Can I download multiple reports in one go?

Voyc only allows you to generate one report at a time. Once you’ve completed all the steps to generate the report you can go back to the report generation page to generate another report of your choice.