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Access

Step 1

  • After logging in as an Administrator, click Reports.

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Step 2 

  • Click Call Detail.

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Step 3 

  • Click the icon (A) next to Call Tracking: Call Detail and you'll return to the main account dashboard. 
  • The date range selected (B). 
  • Use the filter option (C) to narrow your report, including updating the date range.
  • You can download the report by clicking (D).

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Layout

  • Call ID (A) - ID of the call (each call has a unique ID).
  • Type (B) - Type of call (Customer, Non-Lead, Cancelled Lead, Payment, etc.).
  • Ad Source (C) - Tracking number that called in.
  • Customer (D) - Customer name.
  • Date/Time (E) - Date and time of call.
  • Location (F) - Location the call came into.
    • Employee (G) - Employee who handled the call (default

    RETURN TO THE MAIN SUPPORT PAGE

    This report provides information for all the calls that came through a location's tracked lines.

    Note

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

    Terms in blue are links to additional information about the described functionality.

    Report date ranges that include current or future dates will have incomplete data due to when reports are refreshed. We strongly recommend selecting a date range that only includes past dates.

    Reference Columns

    • (A) Call ID - Each call's unique identification. 

    • (B)Call Type Category - This is a general categorization of call types. Examples include Non-Lead, Customer or All Outbound calls.

    • (C) Call Type - Call types include Inbound, Outbound, Payment, etc. 

    • (D) Ad Source - The Ad Name associated with the Tracking Number the call came in on.

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    These columns provide more detail on incoming calls.

    • (E) Date/Time - The date and time of the particular call.

    • (F) Location - The location where the call came into.

    • (G) Employee - The name of the employee who handled the call. Default user means the system handled the call

    )

    • automatically. 

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    Duration

    • (H)Caller Name -

    Duration

    • The name of the person who called in or who received the outbound call.

    Tracking #

    • (I)

    - Number the Customer dialed.
  • Caller Number (J) - Customer’s phone number.
  • Recording (K) - Allows you to listen to the call (if the icon looks like a piece of paper, you can read the call transcript).
  • Create/View (L) - Allows you to create a new Lead from the call or open the existing Lead/Customer card.
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    •  Talk Time - The length of the call from the initial connection to the hang up. We define “Initial Connection” as either an external dial, from when the Customer/user accepts the call, or as soon as the Voicemail “beep” occurs which can either be for an inbound or outbound call. We define “hang up” as when the call is terminated.

    • (J) Tracking # - The phone number that the Customer dialed for the particular call. 

    • (K) Caller Number - The phone number the Customer called from.

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    These columns contain clickable links.

    • Recording - Click (L) Play in the column to listen to a recording of the call. If the call duration is 0, click the icon that resembles a piece of paper with a pointer to read a transcript of the call.

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