Volie 15: Reporting Upgrade

Good. Okay. Hello everyone. Welcome to the Volley 15. Thank you all so much for joining. Liza is on with us today to show us the new reporting framework that is coming soon to the Volley platform. Liza, take it away.

Awesome. Thank you. I actually have slides today, so I'm gonna share my screen. And open that up, then I'm going to talk for a second. So yeah, today is going to be all about the new reporting platform. Woo-hoo! But first off, I wanted to start by just addressing— we know that there have been some issues with the older reports. And, you know, looking back, you know, historically, we get a lot of the same requests and the same feedback from all of our customers. On existing reports, a lot of the same asks. So I'm thrilled that I get to be the person to kind of unveil or introduce the new reporting framework to everyone. It's been a long time coming. So really, I'll speak for my team and for— I know everyone who's worked on these, we're really excited to get this, you know, into our customers' hands. So high level, I wanted to put this in writing so that you guys can look at it. What you can expect from these new reports. So thing one is clearer insights. So Wrike built into the reports will have glossaries so that people know what in the heck they're looking at when they are looking at these reports. A better user experience, which means easier navigating in the reports, bouncing between the— you'll see it, but we've got some table style People like their spreadsheets, spreadsheet-style numbers, and then some call-out metrics that are in more of a tile view. I will show you. And easy exporting capabilities. I thought about making that one bold. That's got to be, you know, most requested from our existing reports. So I will show that as well. But these new reports are exportable. Um, what I'll walk you through today, these are going to be the first 4 reports that we are moving from the legacy platform into this new framework. So, um, what does framework mean? What do we need to care about? It's faster, it's more reliable, it'll be better consistency from report to report in this new design. So So they look cooler, but they're also more performant. So the first 4 that I'll show you today are just the start. Over the next several weeks, the— all of the existing reports will move into this new framework. So I want to not start with that. I wanted to show, once we turn this on, this is what your new report landing page will look like. So the 4 new reports are these here. So when you go to your new reports page, once we turn this on for you, and we'll do that kind of one by one as everybody's ready, but you'll get your new reports at the top. And then if you scroll down, fear not, your legacy reports, the old versions that haven't been transitioned yet, you still have access to those. So you're not losing any data by turning this on. You know, like I said, over those, over the next few weeks, all of these legacy reports will graduate to this new report section. So the 4 that we're starting with, inbound queue time, this one's brand spanking new. Agent inbound and agent outbound conversion. This is going to feel familiar. It'll feel like some of those metrics that you're used to pulling from the agent efficiency report., and then campaign performance report, which, uh, is definitely familiar that, uh, that we use very often, um, on our weekly meetings and our monthly meetings, uh, with you all. So I want to start by, I'm in our demo environment, um, in here, which you always hear me say it shows all zeros. We don't have, we don't have the same volume that you guys have in your BDCs. We don't have it in our demo account. So I wanted to start by just showing you some screenshots, and then I will end with actually opening it up and clicking through in the demo so that you can see, you know, aside from just the metrics that you're getting, how it works and how you can export, because I know everybody's going to want to see that. So starting with that inbound queue time, you know, all of the reports are going to be laid out sort of similar where at the top of the report you'll get these callout tiles for specific metrics that we think you should care about. When you land on the report, you're going to get the month at a glance. So these are month-to-date numbers, but we're comparing them. We're doing some trending against, you know, this month so far compared with last month, and then this month so far compared with this month last year. So you'll see if you're on track to hitting the same marks that you hit last month or hitting those same marks that you hit this month last year. So that's consistent across each of the reports that we have. Beneath that, so imagine that I'm scrolling down in the page, beneath that you'll get some additional graphs and charts calling out Specifically on this inbound one, I was really excited to see this middle chart. So queue wait time, this is telling you of your inbound calls, how long are people waiting before your reps pick up? So obviously we don't want people waiting for a very long time. Uh, so, you know, having these green bars at the top would be good. Big red bars at the bottom would be, would be bad, uh, kind of a scary indicator, but some cool charts, and then at the bottom of each of these new reports, you get your CSV Excel style table. Each of these sections are exportable. So I'll show you what one of those exports look like. If you are someone— I was on a call with someone, I think it was earlier this week, and they're like, you know, we print everything here. You know, we like to print things out and hand things out. You can still do that. So now you'll get pretty versions, and I'll show you how to do that before we hang up here. So that's high level, the inbound queue time report. I pulled out, I just wanted to compare, let you guys look at both of these at the same time. Agent inbound conversion versus agent outbound conversion. Purpose of these reports is to show you Um, when your reps take incoming calls, what percentage of those calls should be converted, or, uh, there is an opportunity to convert to an appointment? Um, of those opportunity calls, what percentage are we actually setting an appointment on? And then with outbound, uh, your opportunity would be on the contact calls. So the, the calls where a customer actually picks up, what percentage of those calls are we converting to an appointment? So comparison there, those, these are actually two different reports. When you open up the new framework, they both have charts that look pretty similar to this. So again, kind of that snapshot over time, what, what has performance looked like? There's a leaderboard over here. And then at the bottom of both of these inbound and outbound reports, you'll get that CSV spreadsheet style table that you can then export. Finally, I know I'm moving quickly. I want to make sure that I don't run out of time. Um, campaign performance report. So this one kind of same deal, right? You get those tiles up at the top, um, the detailed breakdown below, uh, over time, how your campaigns are converting, what communication method is converting best for you., and then in the far right here, I've got a campaign leaderboard. So, I can filter this for specific stores if I wanted to, to see which campaigns are most performant. Same deal, I'm just gonna say it one more time. At the bottom of this report, you get that table that you can then export if you prefer to, manipulate it on your own. I'm gonna jump out of my slide deck now and go back in to the actual demo account. And really quickly, I'm just going to show you what, what some of those export capabilities look like. So really easy, if you are someone who logs into Volley on a regular basis, you can log into these reports, you can, you know, filter however you need to filter, and then you can export just what you have pulled. So if I scroll all the way down to the bottom, I have two options down here. I can download or I can send, I can schedule a send of this report. My download options, so these are my export options: PNG, PDF, Excel, or CSV. We can help you if you are Well, what I mean, you can also just click through and see which ones you like, but certain parts, like for example, the table part of this, you might prefer as an Excel or a CSV. But if you really like including the graphs and things at the top, you might want a PDF or a PNG. I pulled one of those here just so you guys could see what it looks like. This is a PDF version. So PDF version, I get all of those charts. My demo account doesn't have a ton of data, but you get the gist. And then at the bottom, I still do have kind of a picture of that table information. But if I just wanted the table, I would recommend doing it as either Excel or CSV. Or, and so that's if I'm looking at it, right? But what if I'm someone who I don't want to log into Volley every day? I just want this in my inbox. Every morning or every Tuesday kind of thing. So we can pick certain parts of this chart that we like, or we can grab the entire page, the entire report, and we can schedule a delivery. So that'll give me this whole pop-out menu, and I can create a recurring delivery of this report. If you're familiar at all with our data exports, think exports. It's the same kind of style that you set those up. So I can determine the frequency that I want to receive these reports. Um, I can pick which format I want it to be in. So like we said, if it's a PDF or it's an Excel file, um, and then who should be receiving that file. I'll give it a name, you know, maybe this is my daily report or this is my month, month to date report, whatever it is. So should feel pretty similar if you're used to setting up those exports. Should feel familiar. And you can set up multiple runs just like you can with the export. So I wanted to end with that bang. I know people really want the ability to download these reports and I think you guys will be really excited to do that in this new framework.

We have just enough time for 3 quick questions that came in. So the first one is, are both prior month and prior year month to date or just the current month month to date numbers?

Good question. I had that same question actually. So just the current month is month to date. The comparison metrics are the full month. So that's where you're seeing, those numbers are going to be a lot bigger. As you get closer to the end of the month, you know, that's when you should level out.

This one you may have answered after the question came in, but just want to make sure. Would these reports be able to be filtered out via Teams or by campaign?

If, yeah, so if it's, if it's a campaign report, yes, you can filter by campaigns. If it's a user report, you can filter by Teams. Yes. So the filters, you get different filters depending on what data you're looking at. But, but yeah, that's what these dropdowns are here are different filters.

The last question is any changes to the daily digest reports? There are some managers who enjoy receiving those since they don't have to log in to Vault.

Yeah, 100%. This to me, Uh, I might use this to replace the Daily Digest. I, I think that there are some metrics in the Daily Digest that people look at every single day, and then there are probably some metrics that they never look at. So with these reports, you can set up alerts, um, or, uh, scheduled deliveries on the specific pieces that you care about. Um, so yes, I, we can help you pick out which pieces you want to be notified on and who, who cares about those different deliveries, but I would use these to replace that Daily Digest. Yes, they're a lot more customizable.

When can we expect this to be live for everybody?

I didn't talk about that. Yeah. So, uh, kind of same as, um, we're rolling out all of this new functionality now. So. As of this moment, our team can start turning these on one at a time. The reports, I would say, need to be turned on overnight. So let us know when you want that to be turned on. It's a switch of a flip for us, a flip of a switch. I always get that wrong. So just let us know, we'll turn it on, and you should be able to see it that following day. So just reach out whoever your CS person is and we can get you added to the list.

Perfect. Well, that's all we have time for today. Again, thank you everybody so much for joining. I know this is something that people have been anticipating for quite a while and some new functionality that people have been asking for. So like Liza said, feel free to get with your CS coach for more information on this. We hope you all have a fantastic day and we'll see you next time. Thank you.