Call Reporting

Understanding the Call Reporting Section

The Call Reporting section is a powerful tool that provides agents with a comprehensive overview of all calls that came into the system, regardless of whether they exceeded the 25-second buffer. This feature-rich section allows agents to analyze and manage their call data effectively. Here's a detailed guide to navigating and using the Call Reporting section:

Key Columns and Data Available

The Call Reporting section includes several columns to help you track and manage your calls. Here’s what each column displays:

• Call Date and Time: The exact date and time when the call occurred.

• Caller ID: Displays the caller's phone number if the call lasted beyond 25 seconds.

• Call Length: The total duration of the call.

• Hung Up By: Indicates whether the call was terminated by the agent, the client, or the system.

• Disposition: The status or outcome of the call as selected by the agent.

• Cost: The cost of the call to the agent.

• Vertical: The specific vertical associated with the call (e.g., Medicare, ACA, Final Expense, Mortgage Protection).

• Action Buttons:

  • Play/Download Recording: Listen to or download the call recording.

  • Quick View: Provides a brief summary of the call details.

  • Edit Disposition: Allows you to modify the call’s disposition.
    
    

Customizing Your View

The Call Reporting section offers flexibility to tailor your view by adding or hiding specific columns. Here’s how:

1. Add Visible Columns:

   • Options include:

     • Ring Duration: The time the phone rang before being answered.

     • Recording URL: The direct link to the call recording.

     • Call ID: A unique identifier for each call.

   • To add these columns, use the customization options at the top of the Call Reporting section.

2. Filter and Sort:

   • Use the filter feature to narrow down calls based on:

     • Call Date and Time

     • Caller ID

     • Call Length

     • Hung Up By

     • Disposition

     • Cost

     • Vertical

   • Filters allow you to quickly locate specific calls without scrolling through extensive data.
     
     

Date Range Selection

• At the top of the Call Reporting section, you can select a date range to display calls from a specific period.

• This feature is ideal for analyzing trends, reviewing performance, or preparing reports for a particular timeframe.
  
  

Exporting Data

The Call Reporting section allows you to export all call data for further analysis or record-keeping.

1. Export Feature:

   • Click the Export button at the top of the Call Reporting section to download the data.

   • The exported file will be in CSV format, including all displayed columns and any additional visible fields you’ve added.

2. Benefits of Exporting:

   • Maintain offline records of call data.

   • Share detailed call information with team members.

   • Use the data for customized reporting or further analysis.

Additional Features for Agencies

Agencies have access to additional tools and insights in the Call Reporting section:

1. Agent Call Tracking:

   • View all agents who took calls within the selected date range.

   • Monitor agent-specific data, including call activity and outcomes.

2. Agent and Agency CPAs:

   • Analyze cost-per-acquisition (CPA) metrics for both individual agents and the overall agency.

   • Use this information to assess performance and optimize strategies.

3. Filtering by Agent:

   • Use the filter feature to narrow down call data by specific agents.

   • This is especially helpful for tracking individual performance and managing teams.

4. Access to Recordings:

   • Agencies can access all call recordings for compliance and training purposes.

   • This powerful tool allows managers to ensure quality standards are met and provide targeted coaching to agents.

Agencies have access to additional tools and insights in the Call Reporting section:

1. Agent Call Tracking:

   • View all agents who took calls within the selected date range.

   • Monitor agent-specific data, including call activity and outcomes.

2. Agent and Agency CPAs:

   • Analyze cost-per-acquisition (CPA) metrics for both individual agents and the overall agency.

   • Use this information to assess performance and optimize strategies.

3. Filtering by Agent:

   • Use the filter feature to narrow down call data by specific agents.

   • This is especially helpful for tracking individual performance and managing teams.

4. Access to Recordings:

   • Agencies can access all call recordings for compliance and training purposes.

   • This powerful tool allows managers to ensure quality standards are met and provide targeted coaching to agents.

The Call Reporting section is designed to provide agents with all the tools they need to manage their calls efficiently and gain valuable insights into their performance. If you have questions or need assistance, our support team is ready to help!