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
Launch HyperConnect.
Navigate to Reports icon on the left navigation panel.
The available reports include:
Abandoned Appointments
Agent Metrics
Flagged Calls
Call Volume
Call Transfer
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.