Calls: Call Reports

Call Reports

• Call Reports will be the first section you will see on the Calls tab.

• The first item you will see is the Calls Comparison by Call Origin bar graph.

  • This bar graph will compare the number of calls and the number of callers

• On this graph, there are a few things you need to know:

  • Each of these Call Origins is listed as Source/Mediums

  • The sources that are listed donotreplace are off-site phone numbers.

• The default call origin refers to the fallback phone number if the source/medium does not provide a phone number.

• If you would like to view a specific metric, you can cross out the metric by clicking on the name at the top of the graph. This will also change the bottom of the table (x-axis) based on the metric(s) selected.

• To change the bar graph to a different view, you can click the line graph icon on the top right of the graph to view Calls by Day.

  • For this view, it will show you # of Calls, # of Callers, and Avg. Call Duration as the metrics with the selected date range at the bottom (x-axis) instead.

Calls by Day

• To view a different date range, you can change the date range.

• Below the graph, it will list three metrics: Total Calls, Total Callers, and Avg. Call Duration. It will be the total value of each metric for the selected date range.

• Next, we will be taking a look at the Call Logs.

Call Logs

• This table will show you:

  • Call Origin: the call origin will tell you the source/medium of the caller

  • Caller Name: some caller names will be found on this table

  • Caller: this is the phone number that the caller called from

  • Called: the phone number that the caller called

  • Department: this will be the store name (if your account has several properties)

  • Call Status: call status will tell you whether the call had no answer, was completed or is in progress

  • DNI: this will show you whether or not the phone number the customer called was a DNI number or a non-DNI number

  • Call Duration: this is how long the phone call lasted

  • Call Day | Time: the day and time the call was made

• To change the number of rows, click the drop-down menu next to Display Rows:
  

  

• To go to the next page of the table, click the > arrow; to go back click the < arrow.

• If you would like to go to the last page, click the >> icon; to go to the beginning, click <

The next section in the Calls tab is the Manage Numbers.