The Call Reporting section gives you comprehensive insights into your inbound call data from the phone numbers integrated with your CRM. Use it to evaluate how your team is managing incoming calls and assess their performance.

📌 Note: Depending on your user permissions, you may not have access to all components within this section.

Call Reporting Overview

Select Date Range

To examine call data accurately, set a specific date range by clicking on the date range selector.

All Numbers

Click the All Numbers dropdown to select a specific phone number or analyse multiple numbers at once if your business has more than one phone number integrated into your CRM.

Filter Call Data

Click the Filter Call Data button to refine your call data and get more precise results.

Refresh

Click the Refresh button to update your call report list with the most current data.

Incoming

Call By Status

View calls categorised by their status, answered, failed, busy, or missed. A chart shows the total percentage for each status, with the total number of calls displayed in the centre. The average call duration and total duration of all calls are shown at the bottom.

First-Time Call By Status

This section displays the status of first-time calls. The total number is listed in the middle, divided into answered, failed, busy, and missed categories. Below the circle, you'll see the average call duration and total call duration for all first-time calls.

Top Call Source

View the sources of all calls made within your selected date range, highlighting the most prominent sources generating your inbound calls. The table on the right displays:

  1. Source: The origin of incoming and outgoing calls, such as Unknown, Direct, or Paid Search.
  2. Total Calls: The total number of incoming calls from each source.
  3. Won Deals: The number of won deals through each call source.
  4. Avg Duration: The average duration of incoming calls per source within your selected time range.

Call Reporting Table

Filter the table to show Incoming, Outgoing, or All calls. The Call Reporting Table presents a list of recent phone calls with associated data, including:

  1. Date & Time: The date and time the call was made.
  2. Contact Name: Client name or Unknown, and the phone number they called from.
  3. Number Name: The recipient and the number they called.
  4. Source Type: The call's origin, such as Unknown, Direct, or Paid Search.
  5. Call Status: Whether the call was answered, failed, busy, or missed.
  6. Keyword: Track and analyse the specific terms or phrases that triggered inbound calls.
  7. Duration of the Call: The length of the call.
  8. Recording: If the call was recorded, you can listen to the recording here. If not, or if the customer hung up before the call went through, it will say "No recording." For an IVR call, you'll see a dropdown next to the recording name allowing you to switch between multiple recordings.
  9. First Time: Indicates whether the caller was a first-time caller.
  10. Device Type: If the device type is obtained, it will be displayed here.
  11. Marketing Campaign: Shows the marketing initiatives that generate inbound calls.
  12. Call Flow: This shows the phone number that initiated the call and the CRM number it dialled.
  13. Landing Page: Specifies the landing page that generated the inbound call.
  14. Qualified Lead: Displays interactive thumbs-up and thumbs-down buttons, enabling you to indicate whether the contact qualifies as a lead.

Columns

Customise the columns displayed in the table to see only the data you wish to view. Any selected box will show when you click "Apply Columns." To remove a selection, deselect the column option, then click "Apply Columns" to view the updated data.

Export

To download all your call reporting data into an Excel spreadsheet, click the Download Call Reporting Data option.

Outgoing

Call By Status

View the status of outgoing calls here, categorised as Answered, Failed, Busy, or Missed.

Top Call Agents

This section displays the most prominent agents responsible for generating inbound calls within your selected date range. The data includes:

  • Agents: Shows the agents that made and received incoming and outgoing calls.
  • Total Calls: Displays the total number of calls made.
  • Avg Duration: Shows the average duration of calls made. The feature tracks the average length of inbound phone calls over a specified time frame and indicates if the average duration is higher or lower than the previous period selected in the date range.
  • Unique Leads: Shows the number of qualified leads generated from all calls

Troubleshooting Tips

  • Unable to Access Call Data: Ensure you have the necessary user permissions to access the call reporting section.
  • Incorrect Data Display: Double-check the date range and filters applied to ensure accurate data display.
  • Export Issues: If you encounter problems while exporting data, verify that your internet connection is stable and try again.

Frequently Asked Questions (FAQs)

Q: How can I view call data for a specific date range?

  • Use the date range selector to choose your desired date range. You can select up to 180 days.

Q: Can I analyse multiple phone numbers at once?

  • Yes, click the All Numbers dropdown to select and analyse multiple phone numbers simultaneously.

Q: How do I refresh the call reporting data?

  • Click the Refresh button to update the call report list with the most current data.

Q: Is it possible to download the call data?

  • Yes, you can download the call reporting data into an Excel spreadsheet by clicking the Download Call Reporting Data option.