1. What is report?

AntCRM's Report feature helps businesses evaluate the work performance of each employee, each department, department or the entire company in each period (week, month, quarter, year) through number of customers, number of interactions and activities, number of transactions and revenue.

Based on the Report's database with a system of intuitive, easy-to-access and grasp tables, managers will have an easier time analyzing business results, planning strategies and applying that strategy to the entire organization. company system suite.

With AntCRM, managers can monitor their company's business situation from four angles: employees, groups, customers, and orders.

To view the report, employees and admins must be granted permission to view the report. See operating authorization instructions

Employees can only view a maximum of 2 report pages: Users and Tickets

2. Users report

At Report - Users, Employees can view activity statistics depending on their permissions as follows:

• Owner views the activity statistics of all employees in the company.

• Admin views  the activity statistics of all employees in the same group.

• Member views statistics of your own activities 

Report content includes the following parameters:

• New customer: The quantity of customer (Lead, Contact, Account) of the employee in charge

• Interactive : Interaction status of employees and customers (the number of Calls, the number of Emails and Messages sent, the number of notes, tasks, Tickets)

• Activity: The number of tasks (activities) the employee is in charge of

• Order: The number of orders the employee is in charge of

• Revenue: Business situation of employees 

Note: You can view Report in the different time periods 

To view a specific data report, click on the number in the item you want to view, the system will pop up a popup displaying detailed information. 

DOWNLOAD USER REPORT 

On the employee report page, click the Export button to export the entire report of the chosen employee.

Or Export the list on the detailed popup. 

3. Group report

The Group Report section has the same function as the User Report section. This section helps Owners and Admins view statistics by Group instead of viewing each employee.

4. Lead report

The information in this report will help you know which source the number of potential customers comes from and what the sales success rate is, thereby focusing on promoting advantageous sources and remediating the remaining sources.

In the report tables, click on the numbers to see detailed lists of potential customers.

Administrators can download the list of potential customers by pressing the Export button on the details popup.

Owners and Admins can filter reports by group, employee in charge, created by employee, Lead source and Lead creation time period.

5. Customer report

To view a statistical chart of the number of customers for each employee or all employees in each period (week, month, quarter, year), at the Drop down menu in the Customer Report section.:

• Choose the specific employee or all employees 

• Choose the time period (week, month, quarter, year)

6. Order report

At the Transaction Report, the Owner and Admin will be able to see a statistical chart of the number of transactions according to Order Stage, Incoming Orders or Won Orders.

In addition, Owners and Admins can customize how to view statistical charts:

• Employees are responsible

• Time period (week, month, quarter, year)

• Orders (Order quantity) or Revenue 

7. Ticket report

7.1. Tickets overview report

Open Report page → Tickets → Choose Tickets

To view Tickets statistical chart of each employee or all employees in the time period (week, month, quarter, year), at Drop down menu in Tickets report section:

• Choose a specific employee/group or choose all employees/groups

• Choose time period (week, month, quarter, year)

• Choose ticket status (All, Open, Waiting, Closed)
  
  

7.2. Tickets report by the status

Open Report page→ Tickets → Choose Total Tickets Status

Administrators can view Tickets statistics by the status of each employee or all employees in the time period (week, month, quarter, year)

7.3. Tickets report by Users statistics

Open Report page→ Tickets → Choose Users statistics

Administrators can view Tickets statistics by Users statistics of each employee or all employees in the time period (week, month, quarter, year). 

7.4. Ticket report by channel statistics

Open Report page→ Tickets → Choose channel statistics

Administrators can view Tickets statistics by channel of each employee or all employees in the time period (week, month, quarter, year).

7.7. Ticket report by category statistics

Open Report page→ Tickets → Choose category statistics

Administrators can view Tickets statistics by category of each employee or all employees in the time period (week, month, quarter, year).

8. Call history report

To view the call history report, administrators visit the Reports - Call History page

Here Administrator can view call history report by:

• Overview: Today, according to the filter time

• Call list

• Request call back

• Queue report

• User report

• Call statistics

a, Overview: Call statistics from XX to XX , xx is the time to view statistics

• Status (Success, Missed, Updating)

• Call channel (Call center, Telesales, Kite Call)

• Call type

• Call emotion

• Statistics on talk time by employee and call source.
  

b,Call detailed list, open Call list tab

Here the administrator can filter the call list by:

• Call category

• Implementation staff/team

• Time make call

• Call channel

• Call status

• Call emotion

To listen to the call recording again, press Listen button at each call

To download call recording, press Download button for each call

To download the call detail list, please press Export button

c, View the Callback Requests list: Missed calls enter the system and their processing status

Here administrators can filter Callback list by processing status

To view call information, press the View details button at each call

To handle calls, press Handle button at each call

To download the YCGL list, please Export button

d, View Queue Reports, Agent Reports, Call Statistics

Queue report: The Queue report is a statistics section of all calls that have entered the Queue. Calls that do not reach the Queue will not be counted in this report. 

Information fields

User report:

Information fields in the queue employee statistics report

Information fields in the Working Time report

Call statistics by each time frame, support filtering by:

• Trunk: hotline number

• By user - group

• View by each user

• View by the chart

9.  Sending message history report

To view the message history report, administrators access Reports - Messages

Here Admin can view message history and filter the list by

• Date of sending the message

• Message status (success, fail)

• Phone number

Press Export to download the message detailed list 

10. Automation

Administrators can view reports on the number of actions taken by each Marketing Automation process over time such as: 

• Number of times send the message 

• Number of times send Email

• Number of times create Task

• Number of times create Ticket

• Number of leads are converted

• Number of customers added to Telesales

Click on the numbers to see the detailed list

11. KPI: View more here