Quality and analytics
Reports and exports
What you can report on, how reports reach the people who need them, and how data leaves the console with personal information redacted by default.
On this page
The console answers questions as you ask them. Reports and exports take the same information to the people and systems that need it on a regular basis: a weekly summary to your head of customer experience, a monthly quality pack to your compliance committee, a daily file into the reporting tools your analysts already use. Whatever leaves the console has personal information redacted by default, so reporting does not become a way for customer data to spread.
What you can report on
Every measure in the console can be reported, by channel, department, reason for contact and period.
| Measure | What it shows |
|---|---|
| Volume | Conversations by channel, department and reason for contact |
| Outcomes | Conversations resolved, handed to your team, or unresolved |
| Resolution | The share of conversations resolved without needing a person, against the measures agreed before go-live |
| First contact resolution | Issues resolved in the first conversation, and repeat contact on the same issue |
| Average handling time | How long conversations take, by type and channel |
| Satisfaction and sentiment | How customers felt, read from every conversation |
| Channel comparison | How each channel performs against the others on the same measures |
| Quality | Scores against your standard, criterion by criterion, and review findings |
| Compliance | Flags against your rules, by severity, and review findings |
| Topics and trends | What customers are asking about, and what is changing |
Channel comparison is possible because every channel runs through the same record and is measured the same way. You can see, for example, whether booking changes are resolved as often on WhatsApp as on voice, or whether one channel produces more repeat contact for the same reason.
Scheduled reports
Scheduled reports are configured during implementation. Each report has a set of measures, a period, a schedule and a list of recipients, and is delivered automatically, for example every Monday for the previous week. Reports are built around the way your organisation already reports: the same department names, the same periods and the measures your board or regulator already tracks.
Exports
Authorised users can export conversation data and measures from the console. Personal information is redacted before an export leaves your deployment, by default. Names in Arabic and Latin script, phone numbers, email addresses, national identity numbers including Emirates ID and Iqama numbers, passport numbers, payment card numbers, bank account numbers and IBANs (international bank account numbers), dates of birth and street addresses are removed or masked. See Personal information redaction.
Exports are available as CSV files (comma-separated values, a plain format every spreadsheet and reporting tool can open). Where you want data delivered directly into your BI tools (the business intelligence software your analysts use for reporting), a regular feed is configured during implementation, with the same redaction applied.
Who can report and export
Access to reports and exports follows the same roles as the rest of the console. Your administrators decide who can see which measures, which departments, and who can export at all. Every export is logged: who ran it, what it contained and when. See Access control and single sign-on.
Some reports genuinely need identified data, such as a list of customers to call back for a complaints review. Where your organisation needs an export without redaction, it is a decision for your data protection lead, limited to named roles, and logged. Once data is in your own systems, it is governed by your own data policy.
Keeping reports consistent over time
Definitions change: a new reason for contact is added, or the quality standard moves to a new version. Reports record the definitions they were built on, so a change in a measure after a change in definition is visible as exactly that. See Outcomes and reasons for contact.
In practice
An insurer's customer experience director wants a monthly pack for her executive committee, and daily data for her analytics team.
- During implementation, Telonic configures a scheduled report for the first working day of each month: volume, outcomes, resolution, first contact resolution, satisfaction and average handling time, for claims and servicing separately.
- The report compares voice, WhatsApp and email on each measure. It goes to the director and three committee members.
- A daily CSV feed of conversation-level data, with personal information redacted, is delivered to the insurer's reporting environment for its analysts.
- When the complaints team needs a list of named policyholders to contact, the data protection officer approves an identified export for one role. The export is logged.
What your team controls
- Which reports are scheduled, what they contain, and who receives them.
- Who can export, and which data each role can export.
- Whether any export may leave without redaction, and for which named roles.
- Where regular feeds are delivered.
Related
- The consoleQuality and analytics
- Outcomes and reasons for contactQuality and analytics
- Personal information redactionSecurity and data protection
- Access control and single sign-onSecurity and data protection
- Data protection in the UAE and Saudi ArabiaLegal and compliance
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