Call Reporting
The Call Reporting section empowers you to monitor your inbound call data related to the phone numbers integrated with your CRM system.
With this powerful tool at your disposal, you can effectively evaluate your team's performance in managing incoming calls and gauge their efficiency levels.
NOTE: Depending on your user permissions, you may not have access to all of the components.
Call Reporting Overview
All Numbers
Clicking on the All Numbers dropdown allows you to select a specific phone number or analyze multiple numbers simultaneously if your business has more than one phone number integrated into your CRM.
Select Date Range
To accurately examine call data, setting specific date ranges is essential. Click on the date range selector to select the date range you want to view. A maximum of 180 days can be selected in the date range.
Filter Call Data
You can refine the data below by clicking the Filter Call Data button to obtain more precise and relevant information concerning your call reports.
Refresh
To refresh your call report list for the most up-to-date call reporting data, click on this button.
Incoming
Call By Status
You can see the calls by status here. Calls are either marked as answered, failed, busy, or missed, and you will see the total percentage of each in this chart. The total number of calls is shown in the middle of the circle, while the average call duration and total duration of all calls are listed at the bottom.
First-Time Call By Status
Here you can view the first-time calls by status. The total number of calls is listed in the middle, and will be split up between answered, failed, busy, and missed, showing the total number of each. Below the circle, you will see the average call duration and the total call duration of all first-time calls.
Top Call Source
Here you can see all the calls from top call sources made within the selected date . In this section, you can view the most prominent sources responsible for generating your inbound calls. On the right you will see a table showing the following data about your top call sources:
Source
This shows the source of the incoming and outgoing calls, such as Unknown, Direct, or Paid Seach.
Total calls
Here you will see the total number of incoming calls from each source.
Won deals
Next you will see the number of won deals made through each call source.
Avg Duration
This shows the average duration of incoming calls per source within the given time range you've selected.
Call Reporting Table
Incoming, Outgoing, and All calls.
You can filter the Incoming, Outgoing or view All calls here. The Call Reporting Table presents a list of recent phone calls along with all the associated data that has been collected. The information in the table includes:
- Date & Time - Date and time the call was made
- Contact Name - Client name or Unknown, and the phone number they called from
- Number Name - Who they called and which number they called
- Source Type - Where the call came from - such as Unknown, Direct, or Paid Search
- Call Status - If the call was answered, failed, busy, or missed
- Keyword
- Duration of the call
- Recording - If the call was recorded, you can listen to the recording here. If the call was not recorded, or the customer hung up before the call went through, you will see "No recording" here.
- First time - If they were a first-time caller, this will say "Yes". If a previous contact called, you will see "No" here.
Columns
You can select the column you want to show on the table to see only the data you would like to view. Any box that is checked will show when you select "Apply Columns". To remove a selection, simply click on the blue check to deselect that column option. Once you have made your selections, click on "Apply Columns" to view your call data.
Export
If you wish to download all the call reporting data into an Excel spreadsheet, simply click the Download Call Reporting Data option.
Outgoing
Call By Status
You can see the call status here. Calls are either marked as Answered, Failed, Busy, or Missed.
Top Call Agents
You can see all the calls made within the selected date. In this section, you can view the most prominent sources responsible for generating your inbound calls.
Agents
This shows the agents that made and received incoming and outgoing calls.
Total calls
You can see the total number of calls made.
Avg Duration
This shows the average duration of calls made so far. The feature tracks the average length of your inbound phone calls over a specified time frame. The percentage informs you if the average duration is higher or lower than the previous period selected in the date range.
Unique Leads
You can see the number of qualified leads made throughout all calls.
