Information on the Call Center - Call Analysis Report
Table of Contents
Table of Contents
1. Summary
This report gives you a look into all the calls that come into the call center. With all of our reports, you are able to download the file to view in your spreadsheet editor, or email the report to whatever email you wish to send it to.
2. First several columns
These first columns will give you some insight on when the call came in, and what happened the the call. Each column, from left to right, is as follows:
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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
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The next three columns display how many time the call cascaded, the location that the call came from, and the employee (agent) that answered the call. NOTE: by clicking the number in the cascade column, you can see data about each time the call cascades.
4. Next two columns (continued)
These two columns refer to the caller's phone number, as well as the name of the customer (if applicable). The name will only display if they exist in CallPotential (as a lead or customer).
5. Next several columns
The next several columns will give you some additional information about the call. They are as follows:
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- (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.
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6. Last two columns
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- on hold.
- (U) Recording - Click Play to listen to a recording of the call.
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- (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.
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