Call Reporting

Overview

Call Reporting provides in-depth insights into all inbound and outbound phone interactions between your customers and your team. By analyzing call status, duration, sources, and recordings, you can monitor performance, ensure quality, and continually improve customer service.

1. Accessing Call Reporting

1. From the left-hand menu, click Reporting.

2. At the top of the page, select Call Reporting.

2. Key Sections & Filters

The Call Reporting page is divided into two main sections:

• Incoming Calls

• Outgoing Calls

Filters allow you to:

• View all numbers in your account, or

• Focus on specific numbers using the dropdown filter.

3. Incoming Calls

The Incoming Calls section shows how customer calls are being handled:

• Donut Chart – Displays distribution of call statuses (answered, missed, busy).

• First-Time Calls Widget – Tracks first-time inbound calls, including average and total duration.

• Top Call Sources – Identifies where calls are coming from (e.g., Google search, paid ads). Includes details like total calls, call duration, and deals won.

• Historical Data Table – Provides a detailed log of all calls.

  • Filter by incoming/outgoing.

  • Access multiple call recordings for IVR calls via a dropdown menu.

4. Outgoing Calls

The Outgoing Calls section highlights your team’s outreach performance:

• Call Status Split – Breaks down the statuses of outgoing calls.

• Top Agents – Ranks agents by outbound call volume and shows unique leads contacted.

5. Multi Call Recording for IVR

For Interactive Voice Response (IVR) calls, you can access multiple recordings linked to each interaction:

• Go to Reporting > Call Reporting.

• Scroll to the call table.

• Use the dropdown next to the recording name to switch between different recordings.

Uses:

• Quality assurance

• Training new team members

• Dispute resolution

⚠️ Note: Recording names match workflow action names for "Connect Call Action." Previous IVR recordings are not available—only new ones will be stored going forward.

6. Exporting Call Data

• Customize CSV export columns to include only the data you need.

• Export for in-depth analysis, record-keeping, or offline reporting.

7. Best Practices

• Set exact dates – For single-day metrics, set both start and end dates to the same day.

• Update filters regularly – Reapply filters when reviewing new data.

• Leverage recordings – Use IVR recordings for training, QA, and performance reviews.

8. Frequently Asked Questions

Q1: What does Call Reporting track?
Both incoming and outgoing calls, including call status, duration, sources, and agent activity.

Q2: How do I filter call data?
Use the dropdown filter to view all numbers or specific numbers.

Q3: Can I see the source of incoming calls?
Yes. The Top Call Sources widget shows where calls originated (e.g., Google search, paid ads).

Q4: How do I review IVR call recordings?
In the call table, use the dropdown next to the recording name to switch between available IVR recordings.

Q5: Can I export call data?
Yes. Export CSV files with customizable columns for detailed analysis.

Q6: Are old IVR recordings available?
No. Only new IVR recordings are stored going forward.

Q7: How do I see call metrics for a single day?
Set both the start and end dates to the same day.