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      Calls: Call Reports

      Call Reports

      • Call Reports will be the first section you will see on the Calls tab.
      • The first item you will see is the Calls Comparison by Call Origin bar graph. 
        • This bar graph will compare the number of calls and the number of callers
      • On this graph, there are a few things you need to know:
        • Each of these Call Origins is listed as Source/Mediums
        • The sources that are listed donotreplace are off-site phone numbers.
      • The default call origin refers to the fallback phone number if the source/medium does not provide a phone number.
      • If you would like to view a specific metric, you can cross out the metric by clicking on the name at the top of the graph. This will also change the bottom of the table (x-axis) based on the metric(s) selected.

      • To change the bar graph to a different view, you can click the line graph icon on the top right of the graph to view Calls by Day. 
        • For this view, it will show you # of Calls, # of Callers, and Avg. Call Duration as the metrics with the selected date range at the bottom (x-axis) instead.

      Calls by Day

      • To view a different date range, you can change the date range.
      • Below the graph, it will list three metrics: Total Calls, Total Callers, and Avg. Call Duration. It will be the total value of each metric for the selected date range.

      • Next, we will be taking a look at the Call Logs.

      Call Logs

      • This table will show you:
        • Call Origin: the call origin will tell you the source/medium of the caller
        • Caller Name: some caller names will be found on this table
        • Caller: this is the phone number that the caller called from
        • Called: the phone number that the caller called 
        • Department: this will be the store name (if your account has several properties)
        • Call Status: call status will tell you whether the call had no answer, was completed or is in progress
        • DNI: this will show you whether or not the phone number the customer called was a DNI number or a non-DNI number 
        • Call Duration: this is how long the phone call lasted
        • Call Day | Time: the day and time the call was made
      • To change the number of rows, click the drop-down menu next to Display Rows:
      • To go to the next page of the table, click the > arrow; to go back click the < arrow.
      • If you would like to go to the last page, click the >> icon; to go to the beginning, click <<. 

      Last Updated: June 11, 2020 3:00 PM

      The next section in the Calls tab is the Manage Numbers.