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Overview

The Status Report illustrates the outcomes of every call made or received within the reporting period.

Dispositions or Statuses are codes that categorize the outcome of a call. These codes describe the results of your Inbound and Outbound calls. With the help of these codes, the Admin can easily see the trend of their Leads. These codes are assigned by Users and by the system depending on whether the call reaches an Agent.

Contents

Running the Status Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The page will open on the Affiliate Conversion Report. 

Open Custom Reports - New.png

3.) Click Status Report in the Common Reports list.

Open Status Report.png

4.) Select a Date Range in the Filter Date Range box.

  • (A) Date selection: Choose a Start and End date or use the Quick Date buttons.
    • Quick Date buttons allow you to auto-fill the Date fields with the range options. 
      • These buttons calculate based on the current date, which ensures that your Saved Report does not re-run with the same start and end date.
  • (B) Time fields: Allow you to specify Start and End time hours and minutes.
    • These times are always in PST; please account for this in your selections.
  • (C) Click Apply to save your chosen Dates and Times.
    • Click the Apply & Run button to apply the Date Range Filters to the report and then execute the running of the report.

Date Range Filter .png

5.) Configure any Filters you want applied to the Report:

  • Filters Tab
    • 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.

Status Report - Filters Tab.png

  • Additional Filters tab
    • Selected Caller IDs to Search: This drop-down allows the Admin to select specific Caller IDs for the Report.
    • Add Caller IDs to Search: Admins add the Caller IDs they want to use in the Selected Caller IDs to Search field.
      • (A) Country Code: Select the Country Code in this drop-down.
      • (B) Phone Number: Enter the 10-digit phone number in this field.
      • (C) Plus sign: Click this button to add the number to the available Caller IDs.

Additional Filters - Reports.png

6.) Click the Break Down tab to select Break Downs.

  • Horizontal Break Downs separate the data in the table based on the chosen filter.

Horizontal BD - Status Report.png

  • Vertical Break Downs add columns to the table based on the chosen filter.

Vert BD - Status Report.png

7.) Click the blue Run Report button.

Click Run Report - New.png

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.

Export - Status Report.png

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.
  • (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.
  • (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.

Save Report - Status Report.png

Reading the Status Report

The Status Report consists of a graph and a detailed table.

 

Graph

The pie graph visualizes all of the System Statuses/Dispositions for contacts attempted within the time period.

Status Report Pie Chart.png

  • Each slice represents the percentage of each Status.

 

Table Data

  • Calls:
    Total number of calls with the Status/Disposition.
  • Calls Percentage
    Percentage of the total number of calls with this Status/Disposition.
  • Outbound:
    Total number of Outbound calls with this Status/Disposition.
  • Inbound:
    Total number of Inbound calls with this Status/Disposition.
  • Manual:
    Total number of Manual calls with this Status/Disposition.
  • Talk Time: 
    Total time the callers spent in a call expressed in hours, minutes, and seconds.

Status Report Table.png

 

 

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