Call Reporting

Call reporting provides valuable insights into all interactions between your customers and team members. This tool helps you analyze both incoming and outgoing calls, making it easier to track performance and improve customer service.

Overview of Call Reporting

Call reporting includes essential details about customer interactions through calls, encompassing both incoming and outgoing communication.

How to Use Call Reporting

Step 1: Navigate to Call Reporting

• Select the "Reporting" section from the left-hand menu.
• Click on "Call Reporting" from the top menu.

Step 2: Understanding the Tabs and Filters

• The call reporting page has two main sections: Incoming Calls and Outgoing Calls.
• Use the dropdown menu to filter data by all numbers in your profile or specific individual numbers.

Widgets and Data Visualization

Incoming Calls Section:

1. Donut Chart:
   • Displays the split of call statuses for incoming calls (missed, busy, answered).
2. First-Time Calls Widget:
   • Shows the statuses of first-time incoming calls and their average and total durations.
3. Top Call Sources:
   • Identifies where the calls are coming from (e.g., Google organic search, paid search).
   • Provides details on total calls, deals won, and call duration.
4. Historical Data Table:
   • Shows historical data of all calls.
   • Categorize and filter data by incoming and outgoing calls.
   • View multiple call recordings for IVR calls using a dropdown menu.

Outgoing Calls Section:

1. Call Status Split:
   • Displays the status distribution of outgoing calls.
2. Top Agents:
   • Highlights agents who made the most calls.
   • Includes a unique count of leads contacted.
3. Customization and Export Options:
   • Customize the columns you want to include in the CSV export to analyze the data in more detail.

Multi Call Recording for IVR

• Access multiple call recordings for IVR calls.
• Switch between different recordings using a dropdown menu.

How It Works:

1. Open the Reporting tab.
2. Go to Call Reporting.
3. Scroll to the call table.
4. Use the dropdown next to the recording name for IVR calls to switch recordings.

This Enhances transparency and allows detailed analysis of customer interactions. This feature is useful for quality assurance, training, and dispute resolution.

Important Notes:

• Recording names match the action names in workflows for the "Connect Call Action."
• Previous IVR call recordings are not available; only new ones will be accessible going forward.

You can come back to this reporting screen anytime, update the filters or the time period, and review the data as often as you want.

NOTE: If you wish to view reporting metrics for one single day, be sure to check that date as the start and and end date. You must have both selected in order for the stats to appear. 

FAQs for Call Reporting

1. What is Call Reporting? Call Reporting provides insights into all interactions between your customers and team members, covering both incoming and outgoing calls. It helps track performance and improve customer service by analyzing call details.

2. How do I access Call Reporting?

• Open the main dashboard.
• Select the "Reporting" section from the left-hand menu.
• Click on "Call Reporting" from the top menu.

3. What sections are available on the Call Reporting page? The Call Reporting page includes:

• Incoming Calls: Displays call statuses, first-time call statistics, top call sources, and historical data.
• Outgoing Calls: Shows call status distribution, top agents, and unique leads contacted.

4. What types of data can I view in the Incoming Calls section?

• Donut Chart: Visualizes the split of call statuses (missed, busy, answered).
• First-Time Calls Widget: Shows statuses, average, and total durations of first-time incoming calls.
• Top Call Sources: Identifies the sources of incoming calls (e.g., Google search) with details on call volume and deals won.
• Historical Data Table: Provides historical data of all calls with options to categorize and filter by call type.

5. What information is available in the Outgoing Calls section?

• Call Status Split: Displays the distribution of outgoing call statuses.
• Top Agents: Highlights agents who made the most calls, including a unique count of leads contacted.

6. How can I access multiple call recordings for IVR calls?

• Open the Reporting tab.
• Navigate to Call Reporting.
• Scroll to the call table.
• Use the dropdown menu next to the recording name to switch between different IVR call recordings.

7. Can I customize the data I export? Yes, you can customize the columns you want to include in the CSV export to analyze the data in more detail.

8. Are previous IVR call recordings available? No, only new IVR call recordings will be accessible going forward. Previous recordings are not available.

9. How do I view reporting metrics for a specific day? To view metrics for a specific day, set both the start and end dates to that particular day in the date selection fields. Ensure both dates are selected for the stats to appear.

10. Can I update filters and review data later? Yes, you can return to the reporting screen anytime, update filters or the time period, and review the data as needed.