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changes.mady.by.user Patrick Hauser (Unlicensed)

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Note

Italicized terms represent clickable icons on the specific screen being discussed.

Access

  • (A) Reports tab - Click to access the Reports Dashboard. 
  • (B) Reports - Click to access the full list of available Reports.

  • (C) Call Center: Call Detail - Click to access the specified report.


Report Structure

  • (D) Date Range - Indicates the date range which the report's data is pulled.
  • (E) Filter dropdown - Click to access filtering options.
  • (F) Export - Click to download and share the report with relevant stakeholders.
  • (G) Column title - Click to access sorting options for the specific column.
  • (H) Column filter - Select columns have this feature. Click to access filter options for that specific column.
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Report Data

  • (I) Call ID - The call's unique ID.
  • (J) Date/Time - The date and time that the call came in.
  • (K) Type - The type of call that came in (Lead, Customer, Other) as designated after the call was dispositioned.
  • (L) Status - What happened with the call (answered, hung up, abandoned).

  • (M) Location - The location that was called into.
  • (N) Employee - Employee who answered the call.
  • (O) Customer Phone - The phone number that was used to call in.
  • (P) Name - The name of the person who called in.
  • (Q) Ad Name - The name of the Ad Source that the call came in on. This is designated by the tracking number called.
  • (R) Tracking # - The tracking number that was used to call.
  • (S) Duration - The length of the call.
  • (T) Queue Time - The amount of time the caller was on hold.
  • (U) Recording - Click Play to listen to a recording of the call.

  • (V) Grade - Indicates if the call was graded. 'U' indicates an ungraded call.
  • (W) LeadCard - Click Open to access the Lead card. Click Create to access the disposition page.