You can access this report through the left-hand menu under "Reporting" > "Call Report".
The report includes:
Call Reporting Overview: The call reporting tab provides essential insights into all interactions between your customers and team members, including both incoming and outgoing calls.
Tabs and Data Filtering: The tab has two main sections: incoming calls and outgoing calls. Users can filter the data by all numbers in their profile or specific individual numbers.
Widgets and Data Visualization:
Donut Chart: Displays the split of call statuses for incoming calls (missed, busy, answered).
First-Time Calls Widget: Shows the statuses of first-time incoming calls and their average and total durations.
Top Call Sources: Identifies where the calls are coming from (e.g., Google organic search, paid search) and provides details on total calls, deals won, and call duration.
Historical Data Table: A table that shows historical data of all calls, categorized by incoming and outgoing calls. Users can filter the table and view multiple call recordings for IVR calls using a dropdown.
Outgoing Calls Insights:
Call Status Split: Displays the status distribution of outgoing calls.
Top Agents: Highlights agents who made the most calls, including a unique count of leads contacted.
Customization and Export Options: Users can customize the columns they want to include in the CSV export to analyze the data in more detail.
Multi call recording for IVR: Users can select between different call recordings for IVR calls.
