Call Center - Agent Transaction Summary
- Derek Mannino (Unlicensed)
- Wendy Pirkins (Unlicensed)
- Wes Benzon (Unlicensed)
- Philip Murphy (Unlicensed)
Information on the Call Center - Agent Transaction Summary report
Table of Contents
1. Summary
This report provides a breakdown of payment information and Call Center Agent, call and lead creation activity. You will be able to filter by date range, as well as location. You also have the ability to filter the report by Agent vs location to get a breakdown of activity specific to each call center agent. With all of our reports, you will be able to download the report in several different formats by clicking the Download button (1) at the top right corner of the page.
2. Location Column
The first column, starting from the left, is the location column. This will give you the location that all the data to the right applies to. Additionally, the gray "Total" row will total ALL locations data.
3. Payments Columns
The next set of columns is the Payments columns. These columns will give insight on the payments that have come through, and what method the payment was received in. Each sub-column is as follows:
1. Total - This column totals all payments that have come through the location through the CallPotential System
2. SMS - This column shows the total payments received through the pay link in collection text messages
3. Email - This column shows the total payments received through the pay link in collection email messages
4. Phone: Employee - This column shows the total payments entered through CallPotential, by any employee (Note: payments entered directly in your management software are not tracked in CP reporting)
5. Phone: Agent - This column shows the total payments entered through the Call Center, by an agent (Note: this is a subgroup of the employee payment column - this total is already included as part of the total employee group)
6. IVR - This column shows the total payments entered through the Pay by Phone system
4. Calls Columns
The next set of columns is the Calls columns. These columns will give insight on the Call activity per location. Each sub-column is as follows:
1. Total - This column refers to the total number of calls placed to the location
2. Lead - This column refers to the total number of calls marked as a Lead that were placed to the location
3. Neighbor - This column refers to the total number of Lead calls that were Neighbored to a different location
4. Customer - This column refers to the total number of calls that were marked as Existing Customer
5. Other - This column refers to the total number of calls that were marked as Other
6. Outbound - This column refers to the total number of outbound calls completed for the location
7. Unprocessed - This column refers to the total number of calls that are still unprocessed for the location
5. Leads Columns
The next set of columns is the Leads columns. These columns will give insight on the Lead activity per location. Each sub-column is as follows:
1. Total - This column refers to the total number of leads created, per location
2. Inquiry - This column refers to the total number of the leads created, and marked as an Inquiry
3. Reservation - This column refers to the total number of leads created, and marked as a Reservation
4. Rented - This column refers to the total number of leads that were marked as rented
5. Cancelled - This column refers to the total number of leads that were marked as cancelled
6. Active - This column refers to the total number of leads that are still active