Call Center Report

The Call Center Report uses completed activities, the employee time sheet, and the activity result settings to provide metric and conversion ratios for the number of calls, appointments set, presentations, and sales for employees who have completed activities.

Call Center Report Images

Report Columns DisplayedDescription
EmployeeThis displays the name of the employee that completed activities during the designated time frame
Completed Call In ActivitiesThis totals the number of completed activities with the type of “Call In”
Completed Call Out ActivitiesThis totals the number of completed activities with the type of “Call Out”
Completed Call In/Out ActivitiesThis totals the number of completed activities with the type of “Call In” or “Call Out”
Completed Call In/Out Activities / HourThis takes the previous column divided by the hours entered into the employee timesheet for a designated employee for the time frame on which the report is being run.
Activities Resulted with ContactThis totals the number of completed activities resulted, where the result is designated as “contact” in the result configuration.
Activities Resulted with Contact / HourThis takes the previous column divided by the hours entered into the employee timesheet for a designated employee for the time frame on which the report is being run.
Activities Resulted with an AppointmentNote: the activity is resulted as this, there may or may not be an appointment present
Activities Resulted with an Appointment / HourThis takes the previous column divided by the hours entered into the employee timesheet for a designated employee for the time frame on which the report is being run.
Appointments Resulted in PresentationThis totals the number of completed activities where an appointment has been set that has been resulted with an appointment result that is set to represent a presentation in the appointment result configuration.
Appointments Resulted in Presentation / HourThis takes the previous column divided by the hours entered into the employee timesheet for a designated employee for the time frame on which the report is being run.
Appointments Resulted to SoldThis totals the number of completed activities where an appointment set has been resulted with an appointment result that is set to represent sold in the appointment result configuration.
Filtering Options (ie-Date Range)
All Records
Activity Completed Date Range
Grouping Options
Automatically groups by employee

 

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