Overview
The Lead Report allows Admins to track call metrics per Lead in its default form. Admins can also add Lead Fields to the Report providing customized detail to their report. This report's customization capabilities are very helpful when exporting Lead information to third-party software.
Contents
Running the Lead Report
1.) Click the Reports main menu.
2.) Click the Custom Reports menu option.
The page will open on the Affiliate Conversion Report.
3.) Click Lead Report in the Common Reports list.
4.) Select a Date Range in the Filter Date Range box.
- (A) Start and End Dates fields: Allow you to enter a custom date range.
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(B) Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
- These buttons calculate based on the current date. Use them when configuring a Saved Report to prevent duplicate metrics when the system re-runs it.
- (C) Time fields: Allow you to specify Start and End time hours and minutes.
- (D) Click Apply to save your chosen Dates and Times.
5.) Configure any Filters you want applied to the Report:
- Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
- Users: Select from the Account Users to include in the Report.
- Campaigns: Select from the Campaigns.
- Queues: Select from the Queues.
- Statuses: Select from the system and custom statuses.
- Lists: Select from the Lead Lists.
- Lead Data Filters: Select from the system and custom Lead Fields to filter against in the Report.
- Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.
- Exclude 0 Duration Calls: Check this box to filter out calls with
6.) Click the Additional Fields tab.
- Select Lead Fields in the drop-down. These will be added as new columns within the Lead Report.
7.) Click the Break Down tab to select a Break Down.
- Horizontal Break Down: Select a filter in this drop-down to break down the report's metrics instead of Leads.
8.) Click the blue Run Report button.
The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.
Save Report
There are two options for saving your Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for re-running the Report.
1.) Click the Export to CSV button to download as a CSV file to your device.
1.) Alternatively, click the Save Report button to open the Save Report pop-out.
2.) Configure the Save Report fields:
- (A) Name: Specify your preferred Name.
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(B) Emails: Specify which email(s) will receive the Report.
- i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
- (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
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(D) Time: Specify when you want your Report to be saved.
- If not repeating this Save, then leave it at the Default of the current time.
- (E) Click Save when complete.
Reading the Lead Report
The Lead Report consists of a large table with call metrics per Lead. This table can contain Lead Fields in addition to the metrics defined below.
- Calls: Total calls made to this Lead.
- Outbound: Total number of Outbound calls made to this Lead.
- Inbound: Total number of Inbound calls made by this Lead.
- Manual: Total number of Manual calls made by an Agent to this Lead.
- 3 Way: Total number of 3-way calls that included this Lead.
- Talk Time: Total time the Lead spent in a call expressed in hours, minutes, and seconds.
- Wait Time: Total time Lead spent waiting in a Queue expressed in hours, minutes, and seconds.
- Voicemail: Total number of calls marked as Answering Machine or Voicemail to this Lead.
- Drop: Total number of Outbound calls dropped by the Campaign to this Lead.
- Others: Total number of calls not marked as Voicemail or Dropped.