To check all statistics of the calls and the tracking channels go to “Statistics” menu and choose “Call log” tab.
The call log allows you to collect call data and collect it the way you need. Here’s what you can use it for:
- use basic system reports;
- create the custom reports for different goals with the parameter you need;
- export the report in .csv, .xls and .xlsx formats to your computer;
- configure automatic reports distribution;
- configure the level of access to the statistics and share your own reports with the colleagues.
Basic system reports
To cut the time you spend for configuring the reports with general filters, use the basic pre-installed system reports. So, you can save this time for analyzing your business processes and call statistics.
There are six the most important of them:
- The target calls report - shows the number of target calls received in general. An important metric, with which you can see how many clients have found what they are looking for, after calling your company.
- The report on missed calls - It allows you to see missed calls and work with them.
- The report on calls from callback - It allows you to track the calls that come through the callback widget, thereby determining its effectiveness.
- the report on incoming calls - allows analyzing of incoming calls until the inbound calls are assigned to specific managers for specific phone calls.
- The report on outgoing calls - is useful in the effective controlling of managers. It’s available if you use the Virtual PBX from Ringostat.
- The report calls from PPC – pay-per-click ads - one of the most important reports because it shows the effectiveness of advertising channels – i.e, how many inbound phone calls each channel brings to the company.
Understanding call statuses
To monitor the statistics according to status click on “View call status statistics”.
Here you’ll find more than 10 available statuses:
- Answered — non-target answered call;
- No Answer — missed call;
- Failed — the number was not connected correctly (there might be some mistake in number/sip-account authorization configurations);
- Busy — all locations in a call routing scheme were busy;
- Repeat call — the call was repeated after the first target one;
- Target — a target call, which is defined (calculated) depending on the configurations of a target call length and a sale cycle settings;
- Call forwarding scheme did not work or a number, the call was made to, wasn’t set to the call routing scheme;
- Voicemail — a call was redirected to the voicemail;
- No extension — a caller didn’t enter an extension number and wasn’t redirected to a reserve call routing scheme (only for IVR schemes);
- Wrong extension — the caller input a wrong extension number after the last try and wasn’t redirected to a reserve call routing scheme (only for IVR schemes);
- No answer from a customer — a visitor sent a request for the callback but didn’t answer the call.
Configure the filters of the report
To create the report with the custom filters, click on the “Create report” button and enter the title of it.
- In the Displayed fields you can add the parameters you need or remove the others.
- To configure the filter go to Sampling conditions and choose “AND/OR” logic rule.
- Then add the rule or a group of the rules.
Using more than 10 filters you can create the reports of statistics you need for a required period of time. There are available parameters for creating the filters and the reports:
- Destination ID is the number a client dialed.
- Full length is the duration of the call + waiting time before the answer.
- Call duration is the length of the conversation with the agent.
- Status of a call can be for example “answered”/”busy”/”failed” etc.
- Call type can be inbound or outbound one.
- “Connected with” contains the number of a manager or name of a sip-account, who answered the call.
- UTM-parameters contains the details of a tracking source utm_source, utm_medium, utm_campaign, utm_content, utm_term, utm_content).
- Category ID - ID of configured call category.
- Call value - The value of call according to call category settings.
- Client IP - IP-address of the caller.
- The time before the call - the time a visitor spent on the web page before the call.
- Referrer - the last source the visitor came from.
- Timeout - the time before the caller was connected to the manager.
- Agent ID - ID of the manager, registered in the system for the project.
- Unique call - the first call from the exact number.
- First target call - the first target call via exact number.
- Extension number - an extension number the caller entered.
- Landing page - the address of the first web page a caller went to from the tracking traffic channel.
To set the rule logic select the relation type:
- not equal;
- doesn’t contain.
Then enter the value and save the configurations by clicking on “Create” button.
For example, let’s create the report for all target calls from the Google contextual ads.
- Enter the name for the report
- Here we’ll need to set the next rules:
- Status —> equal —> target;
- utm_source —> contains —> google;
- utm_medium —> contains —> cpc.
3. Set the “AND” rule for the sampling conditions.
4. Let’s add the additional parameters in the displayed fields — utm_content.
Sharing and email reports distribution settings
- The report can available only for the creator. So, to share it click on “Action” and select “Share” option to set the access for other users. The link of the report will be saved to the clipboard and you can just send it.
2. To download the report into your computer, click on “Action” and select “Export” option. There are three available formats for downloading:
3. To get the reports for some period of time automatically to your e-mail, configure the distribution of it. Go to “Action” menu and select “Configure email reports”. So, you won’t forget to check it.
In the “Add a recipient” window enter the Addressee. Then select the Email frequency from:
Set the time for getting reports and the checkbox next to Consolidated report for getting the reports with main info of call dates.
Also, there is such additional option as:
- Unsharing the previously shared report;
- Getting the shareable link for the report, in case you need to share the report with anyone else;
- Resetting all configurations for the report;
- Editing the report, in case you want to add the new filter or remove the created one;
- Deleting the report.
To know more about the basic pre-installed system reports and how to use them check out this article on our blog.