Help Center

About Call Reporting

Your CRM includes a dedicated Call Reporting dashboard to help you analyze phone call activity across your business. This feature is available on the Agency Pro plan. For the most customized reporting, you can also build dashboards using custom widgets, which allow you to display specific metrics from various parts of the platform.

Accessing Call Reporting

To open the Call Reporting dashboard, navigate to the Reporting section in the left-hand menu, then select Call Reporting from the top menu.

Understanding the Call Reporting Dashboard

The dashboard provides a comprehensive overview of all customer and team phone interactions, including both incoming and outgoing calls.

Incoming Calls Overview

This section focuses on calls received by your team.

Call Status Donut Chart: This chart visually breaks down the status of all incoming calls, such as missed, busy, or answered.
First-Time Calls Widget: This widget shows the statuses of incoming calls from first-time callers, along with the total and average duration of those calls.
Top Call Sources: This area identifies the marketing sources generating your calls (e.g., Google organic search, paid ads). It provides details including total calls, deals won, and average call duration for each source.

Outgoing Calls Overview

This section provides insights into calls made by your team.

Call Status Split: Shows the distribution of outcomes for outgoing calls.
Top Agents: Highlights the team members who made the most outgoing calls, including a count of unique leads they contacted.

Historical Data Table

A detailed table lists all historical calls, separated into incoming and outgoing sections. You can filter this data to view calls for all numbers in your profile or for specific individual numbers.

For calls that used an Interactive Voice Response (IVR) system, a dropdown menu is available next to the call entry, allowing you to select and listen to different recordings from that call session.

Exporting Data

You can export the call data for further analysis. When generating a CSV export, you have the option to customize which data columns are included in the downloaded file.