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Reports in Hyperconnect

This article explains how to access and use the reporting features in HyperConnect to track performance metrics, monitor call volumes and call transfers, analyze guest booking behavior, and review flagged calls for quality assurance and service improvement.

Overview 

The Reports feature in HyperConnect provides a centralized dashboard to monitor key business activities and agent performance. This helps businesses track appointment trends, identify abandoned bookings, and review flagged calls for quality assurance. These insights support better decision-making and service optimization.

Key terms 

  • Abandoned Appointment: An appointment that a guest initiated but did not complete.

  • Flagged Call: A call automatically marked by AI due to indicators like negative sentiment.

  • Agent Metrics: A set of performance indicators related to team member communication activities.

  • Call Volume: The total number of inbound, outbound, and missed calls handled over a selected period.

  • Call Transfer: When an active call is redirected from one employee to another within the system.

Access Reports in HyperConnect 

  1. Launch HyperConnect.

  2. Navigate to Reports icon on the left navigation panel.

  3. The available reports include:

    • Abandoned Appointments

    • Agent Metrics

    • Flagged Calls

    • Call Volume

    • Call Transfer

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Types of Reports

Abandoned Appointments Report 

This report compiles all abandoned cart events, which are appointments that customers began booking but did not complete, into a single, consolidated view. Instead of reviewing each timeline event individually, you can quickly access all abandoned appointments at once and determine appropriate follow-ups.

Column

Description

Guest Name

Name or number of the customer who abandoned the appointment

Date

Date of the abandoned appointment event

Time

Time the appointment was abandoned

Service Requested

Service the customer was attempting to book

Therapists

The assigned or suggested therapist for the service

Agent Metrics Report 

The Agent Metrics report provides a tabular view of all agent call data. It includes metrics critical for both call center performance and sales insights. Businesses can download the report for deeper analysis or filter by date ranges.

Column

Description

Name

Name of the agent

Calls

Total calls handled by the agent

Calls Anlayzed

Analyzed Calls analyzed by AI for sentiment and performance

Average

Average customer rating for the agent (out of 10)

Average Time to Answer

Time (in seconds) taken on average to answer calls

Positive Sentiment

Number of calls with positive sentiment (AI-detected)

Negative Sentiment

Number of calls with negative sentiment (AI-detected)

Neutral Sentiment

Number of calls with neutral sentiment

Calls Received

Number of inbound calls answered

Calls Made

Number of outbound calls placed

Flagged Calls Report 

The Flagged Calls report consolidates all calls flagged by AI due to negative sentiment or other quality concerns.

Managers can use this report to:

  • Review problem calls.

  • Identify training opportunities

  • Analyze why customer sentiment was negative.

Column

Description

Call Type

Indicates inbound or outbound call

Guest Name

Customer name or number

Date

Date of the flagged call

Time

Time the call took place

Duration

Length of the call

Agent Name

The agent who handled the call

Call Category

Category assigned to the call. For example:  others

Call Volume Report  

The Call Volume Report shows the total number of calls handled by the business over a selected period and allows for filtering and exporting the data in CSV or Excel format. 

This report helps managers understand how many calls are being answered, missed, or canceled, and take corrective actions to improve responsiveness.

Key Features 

  • View all calls (inbound, outbound, missed, and answered) in a single table.

  • Choose which columns/metrics to include.

  • Filter by date range (customizable). 

  • Export to CSV or Excel. 

  • See percentages (For example: percentage of calls answered or missed). 

  • Helps compare performance with advanced systems like RingCentral.

Column

Description

Date

The date on which the call occurred

Calls

The total number of calls handled on that date

Inbound

The total number of incoming calls received by the business during the selected period.

Outbound

The total number of outgoing calls made by employees to customers or other numbers.

Incoming answered

Count of inbound calls that were successfully answered

Missed

The number of inbound calls that were not answered

Connected

The total number of calls (inbound or outbound) that were successfully connected to another person

Average call duration

The average length of all connected calls

Percentage calls answered

The percentage of calls successfully answered within the selected range

Percentage calls missed

The percentage of calls missed

Percentage calls connected

The percentage of calls connected

Percentage calls cancelled

The percentage of calls that were cancelled

Call Transfer Report

The Call Transfer Report gives businesses greater visibility into how calls are being transferred between employees or departments. It helps managers understand who is transferring calls, who receives them, and how these transfers affect call duration and customer experience.

All the calls transferred between phone numbers. Call transfer volumes, or thsoe calls that were transferred to or by.

This report is particularly helpful for monitoring internal communication flow and ensuring that customer calls reach the right person efficiently.

Column

Description

Date and Time

Shows the exact date and time when the call transfer occurred

Guest Name

Displays the name of the guest or customer whose call was transferred

Guest phone number

The phone number of the guest whose call was transferred

Call transferred by

The employee who initiated the transfer of the call to another person or department

Call transferred to

The employee or department that received the transferred call

Duration after transfer

The total time the call continued after being transferred

Filters

You can filter the report by:

  • Call Transferred By – View all calls transferred by a specific employee.

  • Call Transferred To – View all calls received by a specific employee or department.

  • Business Hours – Filter to view transfers that occurred during or after business hours, helping identify staffing or workload patterns.

These filters make it easy to narrow down the data and focus on specific call activities or time periods.