What is this report for?

This report can be used by sales managers and marketing teams to view detailed statistics of individual inbound and outbound calls that take place with ClickPoint.

Filter Options

Date

View calls handled based on the selected date range.

Time Zone

Select the time zone associated with the calls. In most instances, you will want to select the date range based on where you are geographically located.

Record Type

Select the Record Type associated with the calls you wish to view.

Show Disabled Users

Include those calls handled by users who are currently disabled within ClickPoint.

Direction

Choose between either Inbound or Outbound originated calls.

View

Choose between Marketing Channels, Lead Sources, or Campaigns. For example, you may want to only view calls based on Lead Source.

Channels, Sources, Campaign

Provides you the ability to filter on specific calls associated with a Marketing Channel, Lead Source, or Campaign. For Example, you may only want to view inbound calls that originated from a particular landing page.

User

Choose between All users or a subset of your users. This is a great filter option for sales managers who only want to view calls handled by their own sales team.

Call Flow

View calls based on call flows used.

Phone Numbers

Filter on calls based on specific inbound or outbound numbers used to handle a call.

Call Status

Filter on calls based on specific final call outcomes.

  • Abandoned: Lead disconnected before speaking with a user.
  • Canceled: An outbound call which the user ended the call prior to connecting with the lead or their voicemail.
  • Completed: A call that connected with the lead or their voicemail.
  • Failed: A call that failed to connect with a lead's phone number. Possible reasons include a bad phone number, a disconnected phone number, or a network error on the lead's service provider.
  • Error: An unknown error occurred when trying to connect.
  • Busy: A busy signal was detected when trying to connect to a lead's phone number.
  • Missed: An outbound call in which a lead did not have a voicemail configured, or the call timed out.
  • Answered: A call that was answered but is ongoing at the time this report was generated.
  • Ringing: A user is currently attempting to connect with a lead at the time this report was generated.

Column Definitions

Call Date

The Date and Time of a call.

From

  • Inbound Direction: The lead's phone number used to call into your sales team.
  • Outbound Direction: The RingResponse phone number used to make the call

To

  • Inbound Direction: The RingResponse phone number used to handle the inbound call.
  • Outbound Direction: The lead's phone number called by a user.

Marketing Channel, Lead Source, Campaign

The Marketing Information associated with the lead depending on the filter selection.

Call Origination

  • Inbound: Classified as an inbound call from a lead.
  • Outbound: Classified as an outbound call made by a user.

Call Flows Used

The call flows used to handle a call. A single call can be routed through more than one call flow based on your business rules.

Queues Used

The call flow queue and routing used to distribute a call. A single call can be routed through multiple queues based on your business rules.

Transferred

Denotes if the call was manually transferred to another user or into another call flow.

Connected Duration

The total time a user was connected with a lead.

Wait Duration

The total amount of time a lead waited to connect to a salesperson.

User

The user who answered an inbound call or conducted an outbound call. Please note, a single call can be handled by multiple users.

User Checked

The number of online users that were checked to take a call.

  • Presented: A call was presented to a user but they didn't answer.
  • Answered: A call was accepted and answered.
  • Unavailable: A user was flagged Unavailable at the time of the call.
  • Declined: A user declined the incoming call.
  • Cooldown: A user was on a Cooldown as a result of a previous call.
  • Accepted: A user accepted the call but never connected with the lead.

Call Status

Filter on calls based on specific final call outcomes.

  • Abandoned: Lead disconnected before speaking with a user.
  • Canceled: An outbound call which the user ended the call prior to connecting with the lead or their voicemail.
  • Completed: A call that connected with the lead or their voicemail.
  • Failed: A call that failed to connect with a lead's phone number. Possible reasons include a bad phone number, a disconnected phone number, or a network error on the lead's service provider.
  • Error: An unknown error occurred when trying to connect.
  • Busy: A busy signal was detected when trying to connect to a lead's phone number.
  • Missed: An outbound call in which a lead did not have a voicemail configured, or the call timed out.
  • Answered: A call that was answered but is ongoing at the time this report was generated.
  • Ringing: A user is currently attempting to connect with a lead at the time this report was generated.

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