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 - For inbound calls, this will display the type of call (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, abandoned).
- (L) Location - The location the call is associated.
- (M) Employee - The employee the call is associated.
- (N) Customer Phone - The phone number associated with the call.
- (O) Name - The name the 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 associated with the call.
- (R) Duration - The length of the call.
- (S) Queue Time - The amount of time the caller was waiting 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.
