When using Adversus it is important to keep tracks of the performance for your phoners as well as having a generel idea of the performance. In Adversus you'll find a section in the menu on the left side dedicated to Insigths. It is split into 6 different categories
Each of these categories are made to help you monitor performances and keep track of the use in the system. I'll go through all the 6 categories and explain how it is used.
Reports are the "rough" numbers/KPI's (Key Performance Indicators) eg. total number of calls, number of successes, hit rate etc. Here you have the possibility to monitor the phoners, the campaigns, projects (the summoned number of a set of campaigns), user groups (the summoned number for a group of phoners) and meeting consultants (only available in appointment settings).
Which KPI's are relevant to you depends on your setup but a large variety of different KPI's can be chosen from the list.
If you want help creating a report, you get find guide here.
In dashboards you can create your on dashboards showing and monitoring the performance live. Dashboards can help you monitor as well as boosting the performance among the phoners. You can read more about dashboards here.
The sales module is only useful if you've created products and added them to your campaign, you can find a guide here on how to set it up. Using the sales module can be a good way for you to see which products your phoners sell and also you can keep track on the expected sale based on products added to leads which have a call back.
You can read about how to use the sales module here.
In the Live module, you have the possibility see what the phoners are doing. You can see each phoner and see which leads they have contacted and also what status each lead got. In the live overview you can also listen live to the conversation that the phoners are having with the leads.
Each lead the phoner have been in touch with, will be on the view and the box will change color, depending on the status. You can read more about how to use the live module here.
Under Groups you have the opportunity to gather several users or campaigns that will be benchmarked through the reports module.
Let’s take a real life example from a real call center. This call center is located around the world, including Denmark, Spain and Thailand. Because of that, it’s crucial for them to know the exact performance across locations. Read more here.
In Adversus, if you have multiple campaigns that belong to the same project, it may be useful to assemble it into one project for which you can obtain statistics through our reporting module. - Read more here