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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

  • (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

  • (H) Call ID - The call's unique ID.
  • (I) Date/Time - The date and time that the call came in.
  • (J) Type - The type of call that came in (Lead, Customer, Other) as designated after the call was dispositioned.
  • (K) Status - What happened with the call (answered, hung up, abandoned).


  • (L) Location - The location that was called into.
  • (M) Employee - Employee who answered the call.
  • (N) Customer Phone - The phone number that was used to call in.
  • (O) Name - The name of the person who called in.


  • (P) Ad Name - The name of the Ad Source that the call came in on. This is designated by the tracking number called.
  • (Q) Tracking # - The tracking number that was used to call.
  • (R) Duration - The length of the call.
  • (S) Queue Time - The amount of time the caller was on hold.
  • (T) 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.



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