Calls report template

Overview

The Calls report template provides information on inbound and outbound phone calls. It can be used to audit CSR customer interactions for improvement opportunities, identify call-taking reporting errors, review calls for upcoming jobs, and analyze historical call trends.

Things to know

• If you’re unsure which columns you want to include in your report, use the Reporting Dictionary to search for appropriate data fields.

• You can use this template to create as many custom reports as you need. Each report created from the template is independent and can be run or scheduled without needing to recreate it from the original template.

Report examples

• Create an inbound call performance report that can be used to audit inbound calls, identify opportunities in CSR customer interaction, and review call trends over time. 

• Run a job-related call audit report that allows you to review phone calls made to customers for scheduled jobs and analyze the financial impact or status related to those calls. 

• Create a customer call activity report to track call trends over time, specifically for individual customers or locations. 

Create a Calls report

Follow the steps to create a custom report based on the Calls template and select the columns to include in your report. 

The template has the following columns selected by default:

• ID: The ID of the call.

• Call Date: The date the phone call was placed or received.

• Name: The name of the last employee who answered or placed the phone call.

• Call Campaign: The name of the campaign assigned to the tracking number used for the call in Settings. 

• Direction: Whether the call was Inbound or Outbound. 

• Call Length: The length of the call in hours, minutes, and seconds. 

You can customize the report by selecting additional columns from these sections:

• Job Details: Details about the job associated with the call. Data fields include Job Number, Job Status, Assigned Technicians, Invoice Income, Estimates, and more. 

• Customer Information: Details about the customer associated with the call. Data fields include Customer Name, Customer Address, Location Name, Location Address, Zone, Member Status, and more. 

Tip: Hover over the name of the column to see a short description.

Run a report

1. Click the From - To field to set date filters. You can:

   • Use the calendar to select a specific date range and then click Apply.
     

   • Use the left menu to select a preset date range:

     • Today: From 12:00 AM to the current time.

     • Yesterday: Previous day, from 12:00 AM to 11:59 PM.

     • This Week: From Monday through Sunday of the current week.

     • Week to Date: From Monday through the current date of the current week.

     • Last 7 Days: Previous seven days, including today.

     • Last 14 Days: Previous 14 days, including today.

     • Last 30 Days: Previous 30 days, including today.

     • Month to Date: From the first of the current month to the current day.

     • Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.

     • Last 90 Days: Previous 90 days, including today.

     • This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.

     • Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.

     • Quarter to Date: From the first day of the current quarter to the current day.

     • Year to Date: From January 1 of the current year to the current day.

     • Last 365 Days: Previous 365 days, including today.

     • Last Year: From January 1 of the previous year to December 31.

2. Use the Filter By filter to select the type of date you want the report to run off of. You can select Call Date, Job Completion Date, Job Creation Date, or Job Scheduled Date.
   

3. When finished, click Run Report. 

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