Call Reporting Basic, Outbound Calls: Data suggestion
Outbound calls are logged in only specific situations.
Changing Call Reporting Basic Outbound call's section:
"Calls" to "Answered and "Total" would provide data relevant to more business types and their outbound calls.
Currently what is considered an outbound call:
-Call answered for a second.
-Call reaching voicemail greeting for a second
Not an outbound call:
-Call that sat in a menu for 2 minutes then rang 5 times and hung up.
-Call that immediately rang 1 time and hung up.
You could be on the phone for 2-3 minutes cycling menus, and ringing for x amount of rings, but our system doesn't register your attempt as an outbound call.
For many businesses that would use this software to monitor any employee's time generating leads, this would make many hardworking agents seem under-performing with lower numbers. Adding a field to consider 'all call attempts' instead of just 'answered calls' would address both business types.
Antonio Lozano
shared this idea
-
Antonio Lozano
commented
Client called back suggesting that call reporting 'advanced' could benefit from using the same piecharts and data lists as basic so calls mentioned above can be logged from advanced searches that already populate with this data.
-
Antonio Lozano
commented
Another client called in asking about this function for Call Reporting Basic.
A means of seeing how many calls are 'attempted' even if call attempts end during the ringing process.