Voice Analytics 101
Main Topic & Features: Gorgias Voice Analytics, Voice Overview report, Voice Agent report. Answers: How to examine call volume, team performance, individual agent performance, and customer experience for voice support. How to optimize resources and identify areas for improvement in voice channels. Key Concepts & Keywords: Voice Analytics, call volume, agent performance, caller experience, reports, average wait time, average talk time, inbound calls, outbound calls, missed calls, declined calls, Gorgias.
Voice Agent Report
Main Topic/Feature: Gorgias Voice Agent report, agent performance, call metrics. Answers: How to analyze individual voice agent performance & optimize workload. Explains report filtering (agents, teams, integrations, tags, timeframe) and defines key metrics: Total calls, Answered, Missed, Declined, Outbound, Average Talk Time. Keywords: Voice Agent report, agent performance, call metrics, total calls, answered calls, missed calls, declined calls, outbound calls, average talk time, team, filtering, workload optimization, service enhancement.
Voice Overview Report
Main Topic & Features: Gorgias Voice Overview report. Key sections: Caller Experience, Call Volume, and Activity. Companion: Voice Agent report. Answers: How to optimize phone team resources and performance? How to analyze call volume, customer experience (average wait time, average talk time)? How to identify staffing issues and improve call support efficiency? How to review individual call details and their states (ringing, in progress, answered, missed, failed)? Key Concepts & Keywords: Voice report, call statistics, call analytics, performance metrics, customer experience, average wait time, average talk time, total calls, inbound calls, outbound calls, missed calls, call activity, call state, phone team, optimization, staffing, customer service, call duration.