The section provides seven preset filters (single or group call selection conditions according to the entered parameters):

Also, there're four preset views (a set of columns displayed in the report with the necessary parameters):

The reports are available to users with Administrator and Analyst access levels.

Calls are sorted in descending order of call date.

The main parameters of the "All calls" filter:

  • client — a specified number of the client who called or was called to;

  • employee — the name of the employee to whom the customer was connected or who made the outgoing call to the customer. Or the project number will be displayed if the incoming call was missed (unknown manager because there was no answer);

  • conversation duration;

  • call type — inbound, outbound, inbound intercepted, outbound intercepted, or callback;

  • status — there may be calls with the status: with errors, no answer, successful, target, busy, forwarding scheme failed, redial, voice mail, extension number not entered, extension number incorrectly entered, no response from the client, or forbidden direction;

  • pool name — the name of the pool the number from call tracking was attached to;

  • audio recording of the conversation;

  • source, channel, campaign and keyword — the source a caller came from.

1. The "Chart" menu for the selected period presents information on the total number of calls; a number of answered, targeted and first unique calls. Also, you can see the charts for such parameters as call duration, average talk time, and average wait time.

1.1. If you click on the icon of one of the parameters, the data will be displayed in the chart right away. Click on several parameters to see the charts for all of them.

If you want to hide the chart for some parameters — click on the icon of these parameters then.

1.2. You also can hide the chart:

2. You can do the following actions with all filters and views:

  • edit;

  • copy;

  • remove;

  • download

  • share;

  • choose a standard filter.

2.1. You can set the filter as a default one, so it will be loaded first while opening the call log.

2.2. You can change the conditions of the report based on preset filters and views. We recommend you create a copy of the report for editing so that you won't lose the report with the default settings.

2.3. You can download default and created reports in .csv format:

There're no limits on the number of calls and the period of dates for downloading.

2.4. You can delete the reports you created that are no longer relevant:

2.5. You can also share the report with colleagues:

You will see such text for copying the link for sharing the report.

Following the link to a shared report, you can change its name in a new window.

It is also possible to select a project from the list for which this report configuration should be saved if you use multiple projects. You can also make this template available to all your projects:

Preset reports

Filter "Proper"

It shows all target calls which were calculated according to the call settings of your project in the "General settings" => "Project settings" menu.

This metric lets you see how many customers found what they were looking for when they called your company.

We recommend analyzing non-targeted calls. The reasons may include coincidence (the number was called by mistake), the wrong setting of the advertising campaign (the person came to your site for a completely different request), and even the unprofessionalism of the managers (the agent was rude and hung up).

Filter "Callback"

This metric allows you to individually track calls using the callback form, thereby determining its effectiveness.

Filter "Inbound"

Here you can analyze individual calls received by a specific manager on a particular phone or from a specific client. The report is necessary for an effective analysis of the work of managers.

Filter "Outgoing"

This filter is helpful for TOP managers to control the work of the agents effectively. Especially if the company practices "cold calling" — in this case, the report allows you to monitor the quality of the agents' work.

Filter "Calls from CPC"

it shows all incoming calls from the paid traffic (CPC channel) with details up to the campaign and keyword. The report shows the effectiveness of the advertising channels — how many calls were brought by each advertising source. Based on the received data, you can competently redistribute the advertising budget, betting on more effective advertising channels.

Filter "Missed"

This filter allows you to see and work with missed calls. The report also provides an opportunity to see the reasons why the call was not answered, dividing them into categories according to the status of the call:

Preset views

View "Acquisition"

It allows you to analyze data by pool name and traffic source (source, channel, campaign, keyword):

View "Audience"

It allows you to see the provider of the client's number. So you can, for example, decide how to configure the call forwarding in your project (which provider to choose for forwarding):

View "Behavior"

It shows you the data of the customer's number such as phone number provider, source and channel, first visit page, and last visit page. You can also listen to the audio recording of the call.

View "For Supervisor"

This view allows you to analyze the work of employees and displays such parameters as:

  • the manager, who answered the call;

  • call duration;

  • waiting time;

  • call type and status;

  • rating of the call;

  • the extension number of the employee;

  • the direction which ended the cal;

  • the audio recording of the conversation.

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