By default, your system includes one call center report, the CDR Report. The CDR (Call Detail Record) engine tracks activity that takes place internally with the InsideSales.com dialer servers, and provides a detailed breakdown of individual calls, linked to a user.
|Source/ANI||This is the phone number that call recipient saw as the agent's caller ID. This can be the agent's desk phone number, the caller ID listed for a particular dialer initiative, or a phone number linked to InsideSales.com's local presence telephony system. This can be useful if you want to filter calls by a particular caller ID, for example, you wanted to look at all calls made using your (714) area code local presence phone number.|
|Destination/DNIS||The phone number the dialer server attempted to reach. Obviously this is how you would filter calls to a particular record.|
|Duration||This filter lets you view calls that are greater than, less than, or equal to a particular call duration. This is typically used to find calls that exceed a certain length (i.e., you want to hone in on calls where agents had extended conversations)|
|Cost||Similar to the Duration filter, cost tracks how much each call decremented from your dialer minutes pool.|
|Call Type||This filter limits the results according to which InsideSales.com telephony system originated the call. The PowerDialer and Inbound ACD will by far be the most common filters.|
|Call Leg||If you're familiar with InsideSales.com's 2-Leg call structure (and after reading this guide, you should be), this filter limits the report results to only show the client leg, agent leg, or both. If you're tracking the length of a particular call to a Lead record, for example, you might want to limit the filter to just the Client legs.|
The fax reports are used to track the success or failure of sending fax templates using the InsideSales.com Fax system. They are all very similar to the CDR Report in most material respects.
This simple report is designed to show you how many "early dials" (records that have had less than four call attempts made) have been made on a particular day. This is particularly important for tracking first dial attempts to fresh leads; your total first dial attempts on any given day should correlate to the number of leads generated that day.
Similar to the Daily Attempts report, only it breaks down the call attempt numbers by employee. This is useful to see, because it helps you see which employees are being asked to make initial contacts to incoming leads, and to make sure that your lead routing/distribution rules are working the way you want. Again, the total number of first dial attempts should correlate closely to the number of new Leads added to your system.
This report compiles a total view of dial impressions and composite CDR data for individual employees. Typically, a manager/Sysadmin is looking to correlate dials to connected calls and answers (if there's a big discrepancy, it means the rep is probably "playing the system").
This report shows the total Lead Status "movement" for all records "touched" by agents that day. Most of the time you're looking for outliers here—is one agent disqualifying a lot of leads, is one setting a lot of appointments, but few of them get held, etc.
This report shows a running line graph of agents' total dial impressions for the month. Again, the idea is to track outliers, or major discrepancies between agents performing similar roles.
This report is designed to help you chart your historical Lead workflow from month to month. In essence, it allows you to chart how many leads were logged in a particular status across a given 30-day period. Very useful for tracking total appointments set, correlating them to appointments held, as well as charting overall progress with your lead contacting activities.
This report links outbound calls made with the PowerDialer and Click-to-Call features to the LocalPresence™ numbers, and calculates the number of responses.
Like the Outbound Success Report, this shows the number of inbound calls that originate from a LocalPresence number. This can help you see how effectively LocalPresence™ is working in getting call-ins relative to total inbound traffic.