Welcome to your reporting page! This is where you will be able to pull various reports for your calls to pull all information necessary to review your agent’s timelines.
Quick-View of your Reporting page
Report Types
Call List (Lost Calls) - Calls that have been abandoned or dropped
Call List (Non-Segmented) - Only the total data for an entire call is displayed
Calls by Area Code - Summary of the number of inbound calls by area code. This can be useful to guestimate what locations your customers are calling from, to give you Insights about where your marketing may be more successful, or which areas may be more fruitful for you to spend resources.
Calls by Country - A summary of the number of calls by country
Calls by Location - Summary of the number of calls by location
Calls by Number - Call information grouped by the telephone number. This can be useful to see which of your customers/clients have the highest frequency of calls to your system. This can provide Insights about where you may need to redirect resources, or how you can make your resources more efficient.
Calls by Number Type - Summary of the number of external calls by the type (local, national or international) of the call
Top Dialed Numbers - Summary of calls based off of numbers dialed outbound from your system. Here, you might find Insights around your customers that need more of your attention.
Top Received Numbers - Summary of calls based off of calls based off of the caller’s number. This is a different view of Calls by Number, in a different, potentially easier to review format.
Create a New Report
Click ‘Create Report’ on the top of the page in the right corner.
From here, you can decide which type of report you can run. Your options through Insights are below.
Call Costs
- Call Cost by Number - Call data grouped by telephone number
- Call Cost by Number Type- A summary of the number calls by type
- Call List (Rated Calls Non-Segmented)
Call Lists
- Call List (Abandoned Calls) - Displays incoming calls that were never answered
- Call List (Non-Segmented) - Only the aggregate data for an entire call is displayed
- Call List (Unreturned Abandoned Calls - no filter) - A list of abandoned calls that have not been successfully called back (with no filter applied to the return calls)
- Call List (Unreturned Abandoned Calls) - A list of abandoned calls that have not been successfully called back.
Caller ID & DID Reports
- Calls by Area Code - A summary of the number of calls by area code
- Calls by Country - A summary of the number of calls by country
- Calls by Location - A summary of the number of calls by location
- Calls by Number - Call data grouped by telephone number
- Calls by Number Type - A summary of the number of external calls by the type (Local, National, or International) of the call
- Top Dialed Numbers - A summary of the number of outgoing calls by telephone number
- Top Received Numbers - A summary of the numbers of incoming calls by telephone number
Teams Reports
- Teams Call List - Call list of Teams calls
After choosing your report, click ‘save and run’ to view the data.