Vaspian’s Call Reporting and Wallboard services provides powerful, real-time reporting capabilities that allow complex data to be searched quickly and interpreted in simple-to-understand graphs and interfaces.
Call reporting allows you to search historical calls in real time.
Wallboard is used to give a bird’s eye view of what is happening now, as well as what has happened over a particular time interval (1 hour, 4 hours, 8 hours, etc.).
Read more about both services, as well as the display groups used within them below.
Call Reports
Real-time reporting provides a historical view of call data.
Pre-defined reports provide quick access to top callers, top answers, busiest users, busiest hour, busiest day and missed calls.
Build display groups to easily allow for reporting of any group of users (i.e. department, team, call group or queue).
‘Custom Reports’ allow you to search custom date ranges and customize the data you see.
‘Call Info’ button provides a visual representation of each call and its segments from cradle to grave.
Understanding Call Reporting Options
Custom Reports: Search custom date ranges, report types, group by hour or day, and filter by display group.
Today's Calls: Call list including time, direction, calling number, dialed number, ring time, call time, answering party, class of service, site name and "Call Information' button (provides visual representation of each call and segments).
Today's Top Callers: Bar graph of outbound activity for all extensions. Tabbed view by call count or call duration.
Today's Top Users: Bar graph of inbound activity for all extensions. Tabbed view by call count or call duration.
Today's Top Answers: Bar graph of inbound activity for all phone numbers. Tabbed view by call count or call duration.
Today's Missed Calls: View unanswered calls by hour (calls that ring and go unanswered).
Today's Busiest Hour: Bar graph of all calls by hour. Tabbed view by call count or call duration.
Week's Busiest Day: Bar graph of all calls for the week broken out by day. Tabbed view by call count or call duration.
Viewing the Calls List or Today's Calls Report
These reports provide a complete listing of calls including: time, direction, calling number, dialed number, ring time, call time, answering party, class of service, site name and call information button.
Reports can be searched predicatively by any filter listed in the call records search filter. Multiple filters can be used to narrow down your search.
The 'Search Box' located on the right hand side of the orange bar allows you to search all data fields.
Column headers are sortable in ascending or descending order.
Call Segmentation
Click the 'Call Info' icon on the right hand side of a call record for a visual representation of each call detailing each of the call segments.
Call Info Button: Provides call segment in detail.
In the above example, a call hit the Vaspian main auto attendant for 12 seconds, where the caller chose the 'Support' option in which it rang for an additional 7 seconds before being answered by extension 117. The caller spoke with extension 117 for 4 minutes and 43 seconds.
Top Users Report
The 'Top Users' report can be used to show extesion call data. Hover over bars on the graph to see associated data.
Use the tabs at the top of the report to view:
Call Counts: Number of calls by extensions.
Talk Times: Total Talk times by extensions.
Call Data: View and export actual data.
Click the Inbound/Outbound series labels in the graph legend to show/hide more graphing data.
Inbound: Blue
Outbound: Green
Busiest Hour Report
The 'Busiest Hour' report is an extremely useful report for staffing or for viewing call data on a per-hour basis.
Use the tabs at the top of the report to view:
Call Counts: Number of calls by extension.
Talk Times: Total talk times by extension.
Call Data: View and export actual data.
Wallboards
Provides a Visual Wallboard with real time call center metrics. Wallboard updates automatically without refreshing.
Wallboard is often used to output call or employee statistics to a public viewed television or flat panel TV.
Operates from any Computer with an Internet connection
Build Display Groups to easily allow for reporting of any group of users such as a department, team, call group or queue.
Understanding Wallboard Options
The Vaspian wallboard is a great tool to provide a real time view of what is currently going on within your organization, as well as a bird's eye view on call center metrics. This data can be used on a PC or output to a wall mounted television.
To launch the wallboard, click on the wallboard link. You will need to set up at least one display group before doing so.
Select the appropriate display group to be viewed.
Select the time interval you wish to see data for.
If desired, check the 'Include Internal Calls' box to see internal calls.
Hit the 'Launch' button.
Wallboard Tiles
Depending on the paramenters selected when building your display group, you will see multiple windows or tiles with different call data.
The tiles can be moved around the wallboard in order to best fit the screen. There are 4 types of tiles:
Call Group (Upper Left): Show information regarding a particular call group. These tiles are only available if a call group is selected for the chosen call group.
User Data (Upper Right): Show user information, phone status, hook status and call metrics.
Incoming Call Statistics (Lower Left): Show statistics regarding inbound calls, service level, wait times, talk times, etc.
Outgoing Call Statistics (Lowe Left): Show statistics regarding outbound calls, response level, wait times, talk times, etc.
Available Wallboard Tiles via Display Groups
Depending on the parameters selected when building your display group, you will see multiple with different call data.
User Data Tile: The user window is available when at least one user is selected within the chosen display group. The user window will provide the following information:
Extension Information: Extension, First Name, Last Name
Phone Status (Logged In/Out): Users can sign in and out of their phone using the Log In/Out feature.
User Hook Status: When the icon is red the user is available. When the icon is green the user is on a call or is busy.
Calls Received: Total number of inbound calls answered.
Calls Made: Total number of outbound calls made.
Total Talk Time: Sum of all talk time.
Average Talk Time: Average talk time of all calls (incoming/outgoing).
Incoming Statistics Window
Incoming statistics will provide an overview of:
Total number of calls received.
How many of those calls were answered.
Service Level: Percentage of total calls answered.
In addition, the inbound statistics will show total, average and maximum wait times and talk times.
Outgoing Statistics Window
Outgoing statistics will provide an overview of:
Total number of calls made.
How many of those calls were answered.
Response level: Percentage of total calls answered.
In addition, the outbound statistics will show total, average and maximum wait times and talk times.
Please Note: Calls answered include any calls that are answered by an answering machine, voicemail or live person.
Call Group Window(s)
Call group windows are designed to show the number of calls that are currently ringing or talking, as well as user status as it related to the particular call group. As users have the ability to sign in and out of a particular call group, this window will give their membership status (Logged In/Out), as well as their current hook status (On Call/Available).
The call group window(s) are available if one or more call groups are selected when building a display group. When multiple call groups are selected within a display group, each will be opened in a separate window or tile within the wallboard.
Ringing: Current number of calls ringing into a particular call group or queue.
Talking: Current number of calls that have been answered and are on the phone.
Call Group Status (Logged In/Out): Users can sign in and out of a call group by programming a button on that user's phone for the designated call group.
Busy Status or Hook Status: Red is available for call. Green is on call or busy.
Display Groups
Build display groups to easily allow for reporting of any group of users such as a department, team, call group or queue.
Once a display group is built, report types and wallboards can be customized to only show data for members or elements contained within that display group.
Understanding Display Group Options
Display Groups: View of manage existing display groups. Select users, call groups or phone numbers to add.
Add a Display Group: Allows users to create new display groups by selecting users, call groups or phone numbers.
Adding a Display Group
To build a new display group, simply:
Name the display group in the 'Display Group Name' field. In this example, we have built a display group so that we can isolate and see call information for our 'Solution Center'.
Select the users to be included by checking the box to the left of 'Extension' and 'Name'. By selecting these users call statistics, all calls including those extensions will be displayed.
Select any desired call groups. Please note: Selecting call groups will provide additional 'Call Group' data to the wallboard service (see wallboard section above).
Select phone numbers to utilize the 'Busiest Number' report and to see information pertaining to number of calls received or made on a particular selection of telephone numbers.
Vaspian is a pioneer in this innovation by transcribing all your recordings to text and offering a complete analysis by extracting key words and phrases throughout your business’ calls. Using state-of-the-art high definition and stereo recording, Vaspian can replay any conversation as you read along. Searching through your calls has been compared to Google, simply type in any word or phrase you want to know has been used, and all instances in which those words or phrases were said appear.
Speech Analytics Score-Card While ‘building out’ your Speech analytics customization’s, a team of engineers and specialists will work with you to develop a standard ‘score’ in communication skills, by determining what words and phrases are allowed and what should also not be said. Pre-programming all settings allows a live, instant update on how your agents skillset compares against your standards.
Speech Analytics Email Alerts Vaspian creates a new compliance tool called Email Alerts which automatically send an email to your compliance team ANY alert that language and tone deemed unprofessional or illegal was used. Gone are the days of trying to catch someone in the act. Your email alerts take 5 minutes from the end of the call to the email alert being sent. A fully transcribed text conversation AND a copy of the recording are sent to one or several people allowing your team to address the offender.
What calls are active? See Dash Boards and Wall Boards to learn how Managers will have a display of all active calls at their fingertips.
If you pay by the minute for your toll-free charges or want to try toll free but don’t want the cost, Vaspian’s unlimited toll free will out an end to both. You can own as many toll-free numbers as you like (we do not charge for phone lines) and pay a flat rate of $10.00 per extension. For example, an office of 5 extensions will cost $50.00 monthly for unlimited toll free.
To determine if you would save money with an unlimited plan, use our Savings Calculator HERE
Mobile Apps
A mobile app is an application that can be installed on your phone, tablet, PC
Call Monitoring
A call center feature that lets managers listen in on agents’ calls in order to improve agent performance. Calls are monitored in real time with without the agent’s knowledge. Vaspian takes this feature to the next level with Monitoring Options allowing Managers to engage a live call in three different ways. See Barge, Whisper, Steal.
Call Monitoring: Barge, Whisper, Steal:
Bargeallows a manager to insert himself into the call, whereby BOTH the Agent and the customer are in a forced 3-way call, where all three parties can hear and speak to each other.
Whisper (Live Coaching)allows a Manager to speak into the earpiece of the Agent without the customer hearing what the manager is saying.
Steal allows a Manager to remove the call from the agent’s phone entirely, forcing the customer to forward to the Manager’s phone. All three advanced monitoring features are included with your system at no extra cost. Don’t forget, all features are available on any device, allowing you to monitor calls when you aren’t even in the building!
View a sample of a Monitoring Screen HERE
Intelligent Call Routing
A system of rules applied to inbound calls that push a call through your company. Often called ‘Ring Group/Hunt Group’ beginning with an Auto-Attendant, when a caller presses a menu option only chosen extensions will be included in the call route. Additionally, if those ‘level one’ extensions do not answer, additional rules are made on both the number of rings and your customization in what happens to the call next. With Vaspian, you may include your cell phone number as part of your call routing infrastructure and have voicemails sent to an email, with dictation. Emails can be individual or sent to a group. You will never miss another call again; not even if you wanted to.
Call Conferencing
Joining multiple people in several locations into a group call. Each Mitel phone comes standard with 10-way conference calling plus a conference bridge
Voicemail to Email Transcription
A rule for calls sent to voicemail that allow a recording to be downloaded and attached to an email. This email can be an individual email or a group email. Vaspian can also turn dictation on, allowing you to read your emails.
Auto Attendent
Many companies have this feature; an automated greeting with selections and menus for your caller. Re-route calls to the appropriate people/department. You may have multiple auto attendants depending on the time of day or if you are unexpectedly closed. Vaspian’s Support Department is a key element to our success and is available for you, FOR FREE, for the life of your account.
Advanced Speech Analytics
Reports happen to be one of our strengths. We created a quick menu for frequent reports, so you will not have to create new parameters every time. Your reports cover individual extensions, groups, any length of time you desire, and even reports on your phone lines. My favorite, ‘Today’s Calls’ shows an hour by hour breakdown of all calls. With every report you will also see a call log of every call included in the report. All reports are held inside of your Vaspian Portal and can be viewed anywhere, on any device.
View sample reports HERE
Fax to Email
a premium Internet fax service that makes it easy to send and receive faxes by email and online using your phone, tablet or computer. Vaspian stores all incoming and outbound faxes for instant retrieval. Replaces bulky equipment and expensive toner and paper. This is also an unlimited service for $20 monthly per fax line.
involves a set of policies, tools and procedures to enable the recovery or continuation of vital technology infrastructure and systems following a natural or human-induced disaster. Like, your phones. Vaspian can create several protocols in place to insure, at the very least, an auto attendant can be created to inform your customers of the problem and even push all your calls to your mobile phones. You will receive voicemail to email and view every incoming call on your call reports- without power. Internet failover allows Vaspian phones to failover to a second internet connection.
Call Queuing
Using Automatic Call Distributers to distribute inbound calls to specific extensions. This also addresses how calls are addressed when all agents are on a call, or a holding area. Vaspian advances this feature with customized recordings while on hold. We give you full control on the entire path a call takes from it’s first ring through every scenario including during and after-hours strategies. You will also have custom Dash Boards and Call Queue Dashboards keeping your team aware of abandoned calls, calls currently on hold, and more.
CRM Integration
CRM Software allows your website and customer database to work together to retain customer information and enable market automations. When integrating your CRM with Vaspian, ‘Click to Dial’ and ‘Screen Pop’ account retrieval is brought to life. Productivity is reported to increase by 15% removing misdials by human error and asking which customer is on the phone.
Here are Vaspian’s current CRM Software Integration Partners. If your CRM is not included, we will integrate at no extra cost to you.
Call Recording
This feature allows conversations between your customers and agents to be placed in a digital audio file format. You can retrieve, play back, and store all recordings. Vaspian is a pioneer in innovation for call recording with instant playback, one-year archive, and seven filters to search your recordings with. We record in dual audio automatically preparing the best quality recording should you become interested in Speech Analytics, whereby the recordings will be transcribed to text, allowing you to search through your calls by key words and phrases. All call recordings with Vaspian can be downloaded and added as attachments to emails for instant sharing.
Live Dashboards
Charts, graphs, and infographics detailing phones that are logged in, active, on a call. Vaspian has several dashboards including calls on hold, active talk time and call totals, and dashboards allowing Managers to monitor and even engage in active calls.
Soft Phone
A softphone is a computer program or mobile phone application used to make phone calls over the internet from any device with a speaker and mic, including computers and mobile devices. A softphone allows users to make telephone calls without an actual, physical telephone. Vaspian’s innovation allows soft phones to be as functional as a desk phone with caller ID, 10-way calling, call logs, voicemail and more. Also, all remote workers (employees that do not report to the office) can use a Soft Phone as a desk phone allowing their mobile phone to have an extension included in the office phone system. (See also Remote Workers)
View Vaspian’s soft phone integration partner HERE
