Welcome to the Accounts dashboard in Explore in Kaisa. After having seen some of your calls in the Calls view (you can see an article with more details on that here), you can also find aggregate data regarding your account's performance in the Accounts View in Explore.
The Accounts View has a similar layout as the Calls view, and some similar Settings such as filtering by date or by a specific account or accounts (the default setting is All Accounts selected). You can tweak these options here:
Once you have the right account/accounts and the desired time frame, you can start digging into their performance with Kaisa
The Accounts view has the following default setup.
The Accounts view will display (by default) all "active accounts" in Kaisa. These are accounts that have at least on session or one call during the selected time period. In this presentation, we'll display a list of online sessions, calls, and volume of missed calls and missed call rate (as a percentage).
Notice: The top row shows aggregated data for all accounts, with the Average values for the selected accounts by default (but you can change the Top Row view with multiple options).
Top Row, Columns, Filters and Templates
There are some buttons on the top side of the screen that will let you customize the report you are seeing. The options available are:
Top Row: We show the Average values as a default for the selected accounts, but you can swap to Average for Active accounts, Sum for selected accounts, or Sum for Active accounts.
Columns: There is a vast array of data points available, but you can see a description for some of them below:
Sessions: A collection of page visits a user makes within a given timeframe in your website.
Calls: All inbound calls.
Static calls: A call generated from a static number.
Dynamic calls: A call generated from the website, using a dynamic number.
Answered call: An inbound call that has been answered.
Dropped calls: An answered inbound call that has been answered by a person or an IVR lasting less than 60 seconds.
Missed calls: An inbound call that has been missed. This could be because no one answered the call, the call got rejected by the recipient or the caller hung up before it was connected.
Quality calls: An answered call that exceeded the target call length. If a target call length has not been configured, the default is 2 minutes.
Unique callers: The number of distinct callers in the selected time frame. Multiple calls from the same phone number are only counted once.
Account: Each client is assigned an account in your organisation in Kaisa.
Average call duration: The average duration of calls.
Average conversion value: Average actual monetary value of sales conversions from phone calls, or if using a pricing model the average attributed value.
Conversion value: Actual monetary value of sales conversions from phone calls, or if using a pricing model the attributed value.
Call through rate: Percentage of website sessions that result in a call.
Answered call rate: Percentage of total inbound calls that have been answered.
Dropped call rate: Percentage of total inbound calls that lasted less than 60 seconds.
Missed call rate: Percentage of inbound calls that have been missed; no one answered the call, the call got rejected by the recipient or the caller hung up before it was connected.
Quality call rate: Percentage of calls lasting over 2 minutes or as defined as call length in pricing model.
You can use the Filters button in order to enter filters in your report (for example to visualise only calls to dynamic numbers, for certain duration or call through rate). You can add multiple filters and store them or remove them as:
Once you have the data you wish to see, via added columns and filters, you can save this as a Template to be used in the future. Add a name for your template and a Description, so you can select the relevant one later on if using multiple Templates.
Alternatively, Kaisa includes a series of pre-built templates for your comfort and easy access as:
High missed call rate
Listing accounts which have a missed call rate of over 5%.
Listing accounts which have sent at least one recovery SMS.
Listing accounts which have sent at least one feedback SMS.
Once you have a report ready to your liking, you can chose to download it. You can use the Download button on the right hand side in order to receive a link via email. You can download a report with the selected values, or a report with all available data (it may take a bit longer to be generated). Once ready, you will receive an email from Kaisa with a link to download the report.
Notice: You need to be logged in to Kaisa when clicking the download link in our email, or the download will fail.