Introduction

LoftyWorks offers several default reports as well as the option to create your own customised reporting. Use this article as a guide to navigate the Reporting Page.

Summary

• Default Reports
• Navigating the Agent Accountability Reports

Default Reports

Your LoftyWorks account will have the following reports set up, by default. Please note, the visibility into each of these reports will be dependent on your permission profile. If you are not seeing required reports, please contact your account admin. Learn more about the metrics included on each of these reports here: Reporting Page Metrics

Agent Accountability

The Agent Accountability section includes reports that allow you to evaluate the activity of the agents and teams on your LoftyWorks account. The reports available in this section are:

1. Agent Activity Overview
2. Contact Response Performance
3. Follow-up Speed & Effort
4. Uncontacted Contacts

Agent Activity

The Agent Activity section includes reports that allow you to see rankings of the agents in your team, your own activity and activity goal. The reports available in this section are:

1. Activity Leaderboard
2. My Activity
3. Activity Goal

Communication

The Communication section includes reports that allow you to evaluate the communication performance of the agents and teams. The reports available in this section are:

1. Call Accountability 
2. Email Accountability
3. Text Accountability

Business

The Business section includes reports that allow you to evaluate how the agents and teams are performing financially according to your business goals. The reports available in this section are:

1. Summary
2. Performance by Agent
3. Business Goal

Navigating the Agent Accountability Reports

Reporting Filters

The filters are the same for reports in agent accountability and communication. However, you will only be able to see the data of agents and teams that are visible to you.

Time Filters

1. Custom
2. Today/yesterday/last 7 days to 12 months
3. XTD: Week/Month/Quarter/Year to Date
4. Default Filter is 'Month to Date'

Agent Filter

• All of the agents in the account.

Contacts Filter

1. Contact Type
2. Segment
3. Source
4. Tag

Report Actions

These actions allow you to customise your reports.

(1) Refresh the report: This will refresh the data so it is up to date

(2) Save as a new (custom) report: Create a new report

(3) Manage columns

• Check the boxes next to the metrics to add them to the table
• Star the metrics to add them to the KPI cards             

(4) Download as:

• csv (table only)
• pdf (chart only)
• excel (table only)

Report Components

The reports are organised into three (3) sections:

1. KPI Cards
2. Business Growth Trend Line Chart
3. Table

KPI Cards

The KPI cards allow you to select specific data that you want to see at the top of the report.

Star the metrics you want to have as a KPI card. Click on the card to drag it to another location. A maximum of 10 KPI cards can be added to each report.

Business Growth Trend Line Chart

The line chart allows you to look at specific data over selected time periods, as well as compare data.

Compare time periods:

The time scope will match the selection at the top of the report. The time period cannot be edited here. Breakdown the chart further by daily, weekly, monthly, or yearly data.

View Values:

All available metrics can be selected, but only one can be showed in the line chart.

Compare:

Toggle the Compare feature to compare one time period against another or one agent/team against another. 

Time period comparison

• Compare the performance of selected timeframe with the previous period
  • That is, if you are looking at data from the last 30 days, it will compare against the data from the 30 days before that.
• Data of previous time will be showed in dotted line

Agent performance comparison

• Compare the selected Teams/Agents by the selected data sum, average, maximum, minimum, or count
• Parties will be showed in different colours (blue & green)

Table

The table allows you to scroll through all of the available metrics in Agent view.

Check the boxes next to the metrics in the Manage Columns setting to add them to the table. 

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.