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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.

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

    ID

    identification.

  • (B) Date/Time - The date and time that the call came in.

  • (C)  Call Type - The type of call that came in (Lead, Customer, Other) as designated after the call was dispositioned. This will also indicate if it was a payment call.

  • (D) Status - What happened with the call (Answered, Hung up, Abandoned, Callback Requested).

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  • (E) Location - The 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) 

    Employee

    Agent - The

    employee

    name of the Agent who answered or placed the call

    . 

    . Note: This report does not show calls to and from location employees.

  • (G)

    Name

     Caller Name - The name of the person who called in or who received the outbound call.

  • (I)

    (H)

     Customer Number - The phone number that was used to call in. 

    Ad Source - The name of the Ad Source that the call came in on as designated by the tracking number called.

     
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  • Note: This will be blank for outbound calls.

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  • (

    J

    I) Tracking # -

    The tracking

    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) 

    Duration

    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 on hold.

  • (M) Recording - Click Play

     to

     in a specific call's row to listen to

    a

    its recording

    of the call.
  • (N) Grade - Indicates if the call was graded. "U" indicates an ungraded call. 
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  • .

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