Kipu BI: Call Queue Analysis

The Call Queue Analysis dashboard provides CRM users with insights into their call-related activities. The report covers crucial metrics such as daily Call Volume, Calls by campaign, calls by disposition, calls by day of the week, calls by region, and a detailed data table to facilitate in-depth research.

Note: The data refresh process for the BI analytics will occur every 5 hours.

Requirements

The user must have access to marketing analytics in the user profile. 

• • Important: For guidance on how to obtain access to Kipu BI reporting, please click here.

Accessing BI Report

• To access the Call Queue Analysis dashboard, please navigate to Analytics > Kipu BI > Call Queue Analysis.
  
  

Filter Controls and Dashboard

For a complete breakdown of the available filters present on the Analysis tab, please see below.

• Call Time: Used to specify a timeframe during which you want to see call records captured by your organization
• Disposition: Used to filter call records by disposition(s) 
• Day of Week: Used to display call records that occurred on the selected days
• Tag(s): Used to showcase call records with the selected tags applied in your call tracking provider platform.
• GCLID Present?: Used to display call records that have Google Click IDs.
• Time Zone: Designate a specific timezone for the system to adhere to for all date/time values presented in the dashboard.
• Call Direction: Displays the type of call that came through.
• Tracking Number: Will allow you to choose a specific number to track for the report.

For a complete breakdown of the available filters present on the Inbound Call Data tab, please see below.

• Call Queue ID: Used to filter call records based on the call queue ID
• Time of Call: Used to view call records that came in during the specified timeframe
• Campaign Name: Used to filter call records by campaign name
• Marketing Event: Used to filter call records by marketing event
• Disposition: Used to show call records that contain the selected disposition
• Time Zone: Pick the time zone that the system will use for all date/time values on the dashboard.
• External Tags: Tags provided by call tracking providers.

Reporting Widgets

Important: Drill-down functionality is available for all users by clicking on any element in the reporting widgets.

Analysis Tab

1. Call Volume by Marketing Event: This widget contains color-coded daily call volume stats displayed by event date.
2. Calls by Campaign: This widget displays the total number of call records in the CRM listed by marketing campaign.
3. Calls by Disposition: This widget highlights the number of call records in the CRM, listed by disposition.
4. Calls by Day of Week: This pie chart displays call volume statistics broken down by day of the week.
5. Calls by Region: This widget contains an interactive map that displays the origin locations of your facility's incoming calls.
6. Data Table: This data table shows the all call record information that can be found in the Call Queue widgets.
7. Latency for Last 24 hours: This widget indicates how many seconds passed between the call and the reception of the record in the CRM for calls that occurred in the last 24 hours.

Inbound Call Data Tab

1. Call Queue Data (Inbound Only): This table provides a detailed breakdown of the inbound call records captured in your CRM.
2. Campaigns and Events: This widget lists the total number of inbound calls received from each campaign and marketing event recorded in your CRM.
3. Call Queue Disposition Data: This widget displays the total count of inbound call records listed by disposition.