topic Re: Call Hours and Results in Dashboards & Reporting

Call Hours and Results

JoshVe — Fri, 11 Oct 2024 13:33:43 GMT

Hi all,

I am trying to have a dashboard that shows me sales team calling hours vs call results (answered/not answered)

My goal is to show the team what time of the day they should call client based on past data of answered vs unanswered calls.

Any easy way doing this?

Re: Call Hours and Results

BQ_Oliver — Fri, 11 Oct 2024 14:19:54 GMT

Hi @JoshVe ,

Like this?

If so, this is created using the custom report builder using calls and contacts as the data sources (calls primary).

Here are my filters:

Here is my configuration:

Hope this helps 🙂

Re: Call Hours and Results

JWingate2 — Sat, 12 Oct 2024 05:02:28 GMT

I believe what @BQ_Oliver posted is what you are looking for, but you could possibly see data slightly better as a pivot table as well.

Re: Call Hours and Results

JoshVe — Mon, 14 Oct 2024 11:02:29 GMT

Perfect, thank you very much

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 12:14:11 GMT

beautiful thank you!

how can i choose the call outcome to be limited to "answered" |not answered"?

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 12:15:35 GMT

found it! call if any - connected, thanks

Re: Call Hours and Results

BQ_Oliver — Tue, 15 Oct 2024 12:20:10 GMT

You can add a filter for call outcome is any of 'Connected', or 'No answer' 🙂

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 12:20:14 GMT

CC-Oliver can you advise on 2 things.

1. not sure why it shows 2:2 calls as we have hundres of calls

2. how can i choose spesific agents for this report?

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 13:35:44 GMT

@BQ_Oliver any suggestions?

Re: Call Hours and Results

BQ_Oliver — Tue, 15 Oct 2024 13:47:47 GMT

Can you show me the configuration tab please? 🙂

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 14:35:52 GMT

Re: Call Hours and Results

BQ_Oliver — Tue, 15 Oct 2024 14:42:56 GMT

Can you change the X-axis to 'count of calls', rather than 'call outcome'? I've replicated this from my side and hitting a similar view 🙂

Re: Call Hours and Results

JoshVe — Tue, 15 Oct 2024 15:06:34 GMT

works now, thanks

can i control which are the agents that the calls are assigned to? meaning to show only spesific people in this report?

Re: Call Hours and Results

BQ_Oliver — Tue, 15 Oct 2024 15:09:43 GMT

I don't think that you can differentiate between both 'Activity Assigned To', as well as 'Call Outcome' - may be worth setting up separate reports, one for connected, and one for not answered, and then sorting by Activity Assigned To, rather than Call Outcome - this will give you two separate reports, which isn't what you've asked for, but I'm unsure of how to do this, unless somebody else knows 🙂