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Status Report

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Julianne Skinner
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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 Report Home page will open.

3.) Find the Status Report in the Top Reports section of the Reports Home page and click Launch Report.

  • The Status Report can also be found in the Performance Reports category in the left panel.

4.) Select a date and time range in the date filter in the top-right corner:

  • Date:
    Start and End fields: Select calendar days to indicate the date range.
  • Time:
    Start Hour and End Hour: Select the hour of day for the start and end dates, respectively.
    Start Minute and End Minute: Select the minute of the hour, if necessary, for both the start and end time.
  • Quick Date: 
    Select a predetermined length of time.
    • 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. 
  • Click Apply to save your chosen Dates and Times. 
  • Click Apply & Run if you have selected Filters and are ready to run the report.

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

Field Description
Call Types

Filters report results by the type of call activity. Users can select one or more call types to include in the report.

  • Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
Users Limits report data to specific Users/Agents. Useful for reviewing individual or team performance.
Campaigns Filters results to selected Campaigns.
Queues Select specific Queues to include in the Report.
Statuses Filters records based on call outcomes or Disposition Statuses.
Lists Select which Lists to include. 
Lead Data Filters

Allows filtering based on Lead Fields. Users can select a Lead Field, choose an Operator (e.g., With/In, Is Equal to), and enter matching values. 

Additional lead data filters can be added using +Add Filter.
Talk Time

Filters calls based on duration. Is greater/smaller than x seconds. 

  • Useful for excluding short or abandoned calls.
Carriers

Filters report data by one or more Carriers associated with the calls.

  • Select from: AT&T, T-Mobile, Verizon, and Other.
Carrier Type Filters based on Carrier Types, such as Mobile, Landline, or VoIP.

 

6.) Click the Additional Filters drop-down next to the Filters drop-down.

Field Description
Selected Caller IDs to Search Numbers entered in the Add Caller IDs to Search field will appear here. 
Add Caller IDs to Search Select a Country Code in the first drop-down, enter the number into the second field, click the plus sign button to add the number to the Selected Caller IDs Search field above.
  • A) Select a Country Code.
  • B) Enter the number.
  • C) Click the Plus sign button.
  • D) The number will appear here. You can remove the number by clicking the X next to the number.

6.) Click the Break Down drop-down to set Horizontal and Vertical breakdowns.

  • Horizontal Break Downs separate the data in the table based on the chosen filter.
  • Vertical Break Downs add columns to the table based on the chosen filter.

7.) 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.

You can also run the report from the date range filter window, by clicking the Apply & Run button after selecting the date and time filters.

Export/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.

Export Columns

Click the Export to CSV button to download as a CSV file to your device.

A modal window will open for selecting what data should be included in the Report.

  • Export all available data per record, or only the columns displayed on the screen.

Save Report

Configure the Save Report fields:

  • Name: Specify your preferred Name.
  • Email Delivery (Optional)
    • Emails: Specify which email(s) will receive a scheduled Report emailed regularly.
      • Separate emails by commas, i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
      • Once an email is entered in the Emails field, the Frequency and Time fields will become active.
        • Frequency: Drop-down to specify a frequency for the Report to re-run and send emails, Daily, Hourly, or Weekly.
          • Hourly will change the Time field to a Minute field, for selecting the minute of the hour the report should send.
          • Daily will open the Time Field.
          • Weekly will open a Day field along with the Time field.
        • Time: Specify when you want your Report to be saved.
  • Included Fields: Select is the report will contain all available fields or just the ones currently displayed.
  • Click Save when complete.

Add to Favorites

Save this Report with chosen Filters to your Report Home page by clicking Add to Favorites.

The Report configured as is will run when opened from the Favorite Reports section of the Reports Home. 

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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