Note
Italicized terms represent clickable icons on the specific screen being discussed.
Access
- (A) Reports - Click to access the complete list of CallPotential reports.
- (B) Call Center: Call Detail - Click to access the specified report.
Report Structure
- (C) Date Range - Indicates the date range which the report's data is pulled.
- (D) Filter dropdown - Click to access filtering options.
- (E) Export - Click to download and share the report with relevant stakeholders.
- (F) Column title - Click to access sorting options for the specific column.
- (G) Column filter - Select columns have this feature. Click to access filter options for that specific column.
Report Data
- (H) Call ID - The call's unique ID.
- (I) Date/Time - The date and time that the call came in.
- (J) Type - The For inbound calls, this will display the type of call that came in (Lead, Customer, Other) as designated after the call was dispositioned. This also lists outbound calls made by agents.
- (K) Status - What happened with the call (answered, hung up, abandoned).
- (L) Location - The location that was called intothe call is associated.
- (M) Employee - Employee who answered The employee the call is associated.
- (N) Customer Phone - The phone number that was used to call inassociated with the call.
- (O) Name - The name of the person who called inthe number is associated.
- (P) Ad Name - The name of the Ad Source that the call came in on. This is designated by the tracking number called.
- (Q) Tracking No. - The tracking number that was used to associated with the call.
- (R) Duration - The length of the call.
- (S) Queue Time - The amount of time the caller was on holdwaiting to be connected.
- (T) Recording - Click Play to listen to a recording of the call.
- (U) Grade - Indicates if the call was graded. 'U' indicates an ungraded call.
- (V) LeadCard - Click Open to access the Lead card. Click Create to access the disposition page.
