Call Reporting

Overview Within the CRM system, you can easily retrieve call recordings directly from a contact’s conversation history. This function is invaluable for revisiting specific conversations and interactions. Step-by-Step Guide Locate the Contact: Utilize the search function by typing the contact's name to quickly find them. Access the Conversation History: After identifying the contact, click on their name to view the conversation history, where all communications are documented. Locate and Play Call Recordings: Scroll through the conversation history to find call recordings, which are clearly marked for easy identification. Click the play button to listen to the recording directly within the CRM. If needed, you can download the recording for use outside the CRM or for long-term storage. Note: The most recent activities are listed at the top of the conversation history, so recent call recordings will appear first. Accessing Call Recordings via Call Reporting Overview: If you need to review several call recordings at once, the CRM provides a dedicated section under the Reporting tab called Call Reporting. How to Access Call Reporting Navigate to Reporting: Select the "Reporting" option from the left-hand menu in the CRM interface. Open Call Reporting: Within the Reporting section, click on "Call Reporting" at the top of the screen. Using Call Reporting: This section provides a detailed log of recent calls, including the date, caller's name, phone number, call outcome (answered or missed), whether the caller is a first-time caller, and the duration of the call. To listen to a recording, click the down arrow (carrot) next to the relevant entry. This will expand the entry, revealing the call recording, which you can listen to directly from the interface. Tip: Regularly reviewing call recordings can be an excellent quality control practice, particularly for teams that handle customer communications. It allows for monitoring and provides valuable opportunities for feedback and coaching. Troubleshooting and FAQs Can’t Find a Specific Call Recording? Double-check that you have the correct date range or contact name. If it’s still not showing up, make sure that call recording is enabled in your account settings. Is it Possible to Share a Call Recording with a Colleague? Yes, recordings can be downloaded and shared. However, be mindful of privacy laws and company policies regarding the recording and sharing of calls.

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.

Enhanced Call Data Filters offer the capability to meticulously tailor your call data analysis using various criteria, including the source type, qualification status, first-time caller identification, top pro campaign involvement, call direction, call status, device type, call length, keywords, campaign details, landing page, and referrer. These powerful filters enable a deeper exploration of your call metrics, uncovering crucial insights and trends that can guide your strategic decisions and enhance both your marketing and customer service initiatives. Call Statistics Source and Campaign Determining the origin of your calls allows for more precise data filtering. By identifying where your calls are coming from, you can gain a clearer understanding of which marketing channels or platforms are most effective in driving call traffic, thereby refining your data analysis. Qualified With the Qualification toggle, you can sort callers based on their qualification status. This feature makes it easier to separate qualified callers from unqualified ones, allowing for a more targeted evaluation of your call data. First-Time Caller The First-Time Caller toggle allows you to isolate and focus on individuals making their first call to your business. This feature is particularly valuable for pinpointing new leads and understanding their initial engagement. Call Status Call status filtering lets you categorize your calls by their outcome, such as completed, ringing, missed, failed, or busy. This feature provides a comprehensive view of your call activities and their effectiveness. Device Type Filtering calls by device type, such as mobile, desktop, or tablet, helps you understand user preferences and behavior. This insight can be leveraged to tailor your marketing and customer support strategies to better meet the needs of users across different devices. Call Duration To view calls of a specific length, you can input the desired duration in seconds. For instance, entering 90 seconds will display all calls lasting 1 minute and 30 seconds or longer, helping you analyze longer or more significant interactions. Keyword If you've associated specific keywords with your contacts, these can be used as filtering criteria. This allows you to quickly locate contacts with shared attributes or themes, improving how you organize and manage customer interactions. Campaign Using the utm_campaign parameters from your call-tracking ad URLs, you can filter call data by specific campaigns. This feature enables a detailed analysis of each campaign’s performance, offering valuable insights into the effectiveness of your marketing efforts. Landing Page Refining your call data by the originating landing page gives you a clearer picture of which pages are generating the most calls and engagement, allowing for better optimization of your landing pages. Referrer This filter allows you to focus on calls that were referred by external sources, giving you insights into the effectiveness of your referral partnerships and which sources are driving the most customer engagement.