Reports in Hyperconnect
This article explains how to access and use the reporting features in HyperConnect to track performance metrics, analyze guest behavior, and review flagged calls for quality 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.
Note
This feature will continue to evolve, adding more report types and integration capabilities.
Access Reports in HyperConnect
Launch HyperConnect.
Navigate to Reports icon on the left navigation panel.
The available reports include:
Abandoned Appointments
Agent Metrics
Flagged Calls
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 (e.g., “others”). |