Inbound and Outbound Calls

In the ''Calls'' tab you will have the option to get detailed information about your inbound and outbound calls.

In the sub menu of the Calls tab you will find ''Inbound calls'', ''Outbound calls'', ''All calls'' and ''Prospect management''.

A)  Inbound calls

Using the "Filter" you are able to search inbound calls based on the information setup on the Calltracks interface or you can use the "Filter" options to search by the caller details.

Search for call details;

1) Call ID: This is the unique id the system gives to each inbound and outbound call. See 10 and 21.

2) From number: This is the number of the person that initiated the call.

3) To number: This is the destination number.

4) Caller name: This is the name of your customer. Please note that this only works if Calltracks and your company's CRM (Customer Relationship Management) system are integrated.

5) Start date/ End date: Specify the date range you want to view calls for.

Once you're happy with your search click ''Generate Report'' Below is an example of how the calls search results will display.

 

6)  Total calls: Total calls of the date range selected from the ''Filter'' options.

7)  Effective calls: These are calls that have been answered by a either a person or automated system.

8)  Ineffective calls: Calls that the system classified as ''Missed'' or ''Busy'.

9)  Live Button: If you wish to view your Calls live as they come in you can switch this button ''ON''

10) ID: Unique system generated id for each call. From: Number used to make the call from. To: Calltracks tracking phone number used for your business.

11)  Source: Advert description and where is is located in the Calltracks interface.

12)  Time: The date and time the call was made.

13)  Ring duration: The amount of seconds it took for the call to be answered.

14)  Duration: Total length of call.

15)  Status: Outcome or current state of calls (Ringing, In progress, Missed, Answered)

16)  Actions: For outbound calls use only

17)  add tag: This enables you to categorise a specific call. You can tag it with a specific department or the type of call or even the type of outcome. This will allow you to use the tags in future searches.

 

B)  Outbound Calls

Using the "Filter" you are able to search outbound calls based on the information setup on the Calltracks interface or you can use the "Filter" options to search by the caller (staff member) details.

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1) Total calls: Total outbound calls made of the date range selected from the ''Filter'' options.

2) Effective calls: These are calls that have been answered by a either a person or automated system.

3) Ineffective calls: Calls that the system classified as ''Missed'' or ''Busy'"

4) Live Button: If you wish to view your Calls live as they come in you can switch this button ''ON''

5) ID: Unique system generated id for each call. From: Name and number of the the staff member making the outbound calls.  To: Name and number of your customer (Prospect)

6) Source: Outbound setup and where is is located in the Calltracks interface.

7) Time: The date and time the call was made.

8) Ring duration: The amount of seconds it took for the call to be answered.

9) Duration: Total length of call.

10) Status: Outcome or current state of calls (Ringing, In progress, Missed, Answered)

11) Actions: Ability to listen and score the call based on the questionnaires uploaded on the Calltracks interface.

12) Loudspeaker logo: Clicking on will allow you listen to the audio of the call. Below the audio player view where the actual call is played and details of calls are shown on the right hand side.

13) add tag: This enables you to categorise a specific call. You can tag it with a specific department or the type of call or even the type of outcome. This will allow you to use the tags in future searches.

 

C)  All Calls

This option will display all inbound and outbound calls made during the time range set.

The same "Filter" options can be used here as in Step A and B. 

 

D) Prospect Management 

This management tool is used by outbound users. This is a list of prospects (customers) that are going to be contacted.

To know more about Prospect Management and how to use it please see Knowledge Base article ''How to use Prospect Management''

 

 

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