Information on the Call Center - Call Analysis Report
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:
a. Call ID - This column refers to the unique ID for the call
b. Date/Time - This column refers to the date and time that the call came in
c. Type - This column refers to the type of call that came in (ie: lead call, customer call, etc.). The type is designated after the call has been dispositioned by an agent
d. Status - This column refers to what happened with the call (ie: If it was answered, or the caller hung up)
3. Next three columns
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:
a. Ad Name - This column refers to the name of the ad source that the call came in on. This is designated by the tracking number the customer called
b. Tracking # - This column refers to the tracking number that the customer called on.
c. Duration - This column refers to the duration of each call
d. Queue Time - This column refers to the amount of time the caller was in queue, before their call was answered
e. Recording - Clicking on the "play" link in this column will allow you to download and listen to each call. In addition, you can view the transcription by clicking the little piece of paper, if transcription is enabled on your account. If there is N/A here, then you know the call had no duration
6. Last two columns
The last two columns will give you the grade that the employee received on the call, as well as the ability to open up or create a lead card off of this call.