Call & Agent Report Overview 📈 🧭

Call Report and Agent Report SOP

Objective

This SOP outlines the steps to access and interpret the call report and agent report for tracking performance metrics.

Key Steps

Accessing the Call Report 0:17

• Open the call report interface.
• By default, the report displays data for the current week (last 7 days).

Changing the Date Range 0:39

• Select the desired date range:
  • Last 7 days
  • Last week
  • This week
  • This month
  • This year
• For this example, choose 'This week'.

Viewing Call Metrics 1:05

• Review the incoming and outgoing call metrics.
• Focus on outgoing calls to assess agent performance.

Understanding Unique Leads 1:18

• Unique leads represent the number of distinct contacts reached.
• Compare unique leads to total calls to evaluate outreach effectiveness.

Analyzing Agent Performance 2:00

• Check the agent's name, number of calls made, average duration, and unique leads.

Reviewing Call Outcomes 2:14

• Identify call outcomes: live transfers, voicemails, missed calls, etc.

Accessing the Agent Report 2:43

• Select the agent for whom you want to view the report.
• Choose the date range (e.g., 'This week').
• Click 'Fetch' to retrieve the report.

Viewing Call Metrics in Agent Report 3:11

• Review total calls, missed calls, and call types (manual, automation, dialer).

Analyzing Conversion Metrics 3:34

• Check conversion metrics by pipeline to assess performance.

Understanding Dashboard Access 4:24

• Note that higher plan users have access to an external dashboard for a more comprehensive view.

Cautionary Notes

• Ensure you are selecting the correct date range to avoid misinterpretation of data.
• Be aware that lower plan users may have limited access to certain reports.

Tips for Efficiency

• Regularly check reports to stay updated on agent performance.
• Use filters to focus on specific metrics that matter most to your team.

Link to Loom

https://loom.com/share/28723a36f43749a59b0cd598ba0c5d47

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