One of the major benefits of tracking all inbound or outbound text messages and calls is being able to use that data to run analytics on the effectiveness of your agents and marketing campaigns. We currently provide 3 reports specifically focused on your call and SMS performance.
These reports can be viewed by clicking "Reports" in the sidebar and going to "Sales reports".
The "Phone Performance" section will now show on the left hand side bar. Note that reports are only accessible to Admins and Limited Access Users who were given permission to view them.
Please select from the toggle list below to see additional information on each section of the report.
Call Volume
Call Volume
The first report displayed on this page is the "Call Volume" report. It shows you how many total calls have been made over a given time frame (the time frame can be changed using the dropdown at the top right), grouped by User, Lead Source, or the Inbound Number itself.
This report also differentiates between outbound and inbound calls using color, darker blue signifying inbound calls and light blue signifying outbound calls.
One use for this report would be to determine the effectiveness of one of your marketing campaigns. For example, if you sent out a bunch of postcards this month with an inbound Marketing Number on it, you could group this report by Inbound Number and see how many inbound calls were generated during that time.
You can display the call volume by either Count or Duration. Hovering over a bar will show the details for it.
Call Answer Rate
Call Answer Rate
The second report gives you a picture of how many inbound calls were answered, ended in a voicemail or were completely missed with no voicemail during a given timeframe. This also allows you to view the report grouped by User, Lead Source, and Inbound number. you can view the count of "Answered", "Voicemail" and "Missed" calls and hover over each bar like the Call Volume report.
Text Message Volume
Text Message Volume
The last phone-related report is identical to the Call Volume report, only this one shows you Text Message Volume. The filters and different views for this report are identical to those for the Call Answer Rate.
Finally, each report has a list of the activities below it with a column showing how each one corresponds to the chart above (e.g. whether the direction of the call or text message was inbound or outbound or the call outcome and duration for the Call Answer Rate report ).
