Call Reporting

Call Analysis Dashboard

The Call Analysis Dashboard is an essential feature designed to provide detailed insights into your inbound call activity, particularly for phone numbers connected to your CRM. This tool allows you to monitor your team's performance in handling incoming calls and measure their effectiveness.

? Note: Your access to certain features within this section may vary based on your user permissions. 

Dashboard Overview

Selecting a Date Range: To conduct a precise analysis of your call data, it's important to define a specific time frame. Use the date range selector to set the period you wish to examine. 

Phone Numbers Selection: If your organization uses multiple phone numbers, you can analyze them individually or collectively by selecting the relevant numbers from the "All Numbers" dropdown menu. 

Filtering Call Data: For a more focused analysis, use the "Filter Call Data" button to refine the results, allowing you to view the most relevant call details. 

Updating Call Data: To ensure you are viewing the latest information, click the "Refresh" button to update the list of call reports. 

Inbound Call Insights

Call Status Overview: This section categorizes inbound calls based on their status—answered, failed, busy, or missed. A chart displays the percentage for each status, with the total number of calls indicated in the center. Additionally, the average call duration and the cumulative duration for all calls are provided. 

First-Time Call Status: Here, you'll find a breakdown of first-time calls, categorized similarly into answered, failed, busy, and missed. The total number of first-time calls is shown in the center, with details on average and total call durations displayed below. 

Primary Call Sources: This section identifies the main sources of your inbound calls within the selected date range. It provides a summary of the top sources, detailing:

• Source: Indicates where the call originated (e.g., Unknown, Direct, Paid Search).

• Total Calls: Shows the number of calls received from each source.

• Won Deals: Displays the number of deals closed from these sources.

• Avg Duration: Indicates the average call length per source. 

Detailed Call Log

You can choose to display either Incoming, Outgoing, or All calls in the Call Reporting Table. This table provides a detailed log of recent calls, including:

• Date & Time: When the call occurred.

• Contact Name: The client's name or "Unknown," along with the phone number used.

• Number Name: The recipient of the call.

• Source Type: Origin of the call, such as Unknown, Direct, or Paid Search.

• Call Status: Whether the call was answered, failed, busy, or missed.

• Keyword: Keywords that triggered the inbound call.

• Call Duration: How long the call lasted.

• Recording: If the call was recorded, you can listen to it; otherwise, it will state "No recording." For IVR calls, a dropdown allows you to switch between multiple recordings.

• First-Time Caller: Indicates if the caller was contacting you for the first time.

• Device Type: Displays the type of device used, if available.

• Marketing Campaign: Highlights the campaigns that generated the calls.

• Call Flow: Shows the originating number and the CRM number dialed.

• Landing Page: The landing page that led to the inbound call.

• Qualified Lead: Interactive thumbs-up or thumbs-down to indicate if the contact is a lead. 

Customizing Columns: You can customize the data columns displayed in the table. Select or deselect options to show the information most relevant to you, and apply the changes. 

Data Export: To download all call report data into an Excel file, click the "Download Call Reporting Data" option. 

Outbound Call Insights

Outbound Call Status: This section categorizes outgoing calls into Answered, Failed, Busy, or Missed. 

Top Performing Agents: Here, you can see which agents are generating the most inbound calls within the selected time frame. The data includes:

• Agents: The agents responsible for the calls.

• Total Calls: The number of calls made by each agent.

• Avg Duration: The average length of calls. This metric tracks whether the duration is higher or lower compared to the previous period.

• Unique Leads: The number of qualified leads generated by the calls. 

Troubleshooting Common Issues

• Access Issues: Ensure you have the appropriate permissions to view the Call Analysis Dashboard.

• Incorrect Data: Double-check the date range and filters to ensure accurate data is displayed.

• Export Problems: If you experience issues downloading data, verify your internet connection and try again.

Frequently Asked Questions (FAQs)

Q: How do I view call data for a specific period? A: Use the date range selector to define the period you wish to analyze, with a maximum range of 180 days.

Q: Can I examine data for multiple phone numbers simultaneously? A: Yes, by selecting multiple numbers from the "All Numbers" dropdown, you can analyze them together.

Q: How can I refresh the data on the dashboard? A: Click the "Refresh" button to update the displayed data.

Q: Is there an option to export the call data? A: Yes, you can export the call data by clicking the "Download Call Reporting Data" button.