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This report allows call center managers to listen to all inbound calls involving Call Center Agents for evaluation and analysis purposes.
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
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.
(A) Call ID - The call's unique
IDidentification.
(
IB) Date/Time - The date and time that the call came in.
(
JC) Call Type -
For inbound calls, this will display theThe type of call that came in (Lead, Customer, Other) as designated after the call was dispositioned. This
also lists outbound calls made by agentswill also indicate if it was a payment call.
(
KD) Status - What happened with the call (
answered, abandonedAnswered, Hung up, Abandoned, Callback Requested).
(
LE) 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
Location that was called into.
Note: Calls that get abandoned (meaning the caller hung up before it was answered) will not show (F) Agent or (G) Caller Name.
(F) Agent - The name of the Agent who answered or placed the call. Note: This report does not show calls to and from location employees.
(G) Caller Name - The name of the person who called in or who received the outbound call.
(H) Ad Source - The name of the Ad Source that the call came in on
. This isas designated by the tracking number called. Note: This will be blank for outbound calls.
(
QI) Tracking
No.# -
The tracking number associated with the call.- (R) Duration - The length of the call.
- (S)
For inbound calls, this is the tracking number that was used to call. For outbound calls, this is the primary location number.
(J) Caller Number - The phone number that was used to call in or that was dialed out to.
(K) 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.
(L) Queue Time - The amount of time the caller was
waiting to be connectedon hold.
(
TM) 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.
in a specific call's row to listen to its recording.
