Reports Overview

CrazyCall offers a wide range of exportable reports you can use to be always on top of your projects’ performance. They will help you to identify the areas for improvement, so you can act in a faster and more efficient way.

To generate reports, please enter the ‘Reports’ tab in the main menu.

You can export the following reports:

Agent activity report

Data provided by this report can help you with monitoring your agents’ activity. You can use it to see the amount of inbound and outbound calls (with number of answered calls for both), number of closed contacts, number of successes, success rate (compared to all answered calls), successes per hour, talk time summary, average talk time, talk time rate (compared to overall work time), pause time summary, and voice drop time summary.

Agent worktime report

This report can show you detailed info about your users’ work time. Data in this report is divided for each day from the timeframe.

Here you can see daily information about work, talk and pause time summaries of your users, divided per project they worked on. Additionally, this report contains time frames for each pause the user took on the project (Time frame is presented by start and end hour of the pause).

Last contact event dump report

Data generated in this report allow you to see the latest events for each contact. Here you can see many different details, such as dates for start, answer and finish of the call, event save date, phone number, call direction (INBOUND/OUTBOUND), status of the contact and the event, schedule date (if available), user, project and note added to the event.

Billings report

This report shows you all calls that you were charged for. Calls are presented in chronological order, each entry has information regarding user, project, date and time, client’s number, duration of the connection and the call itself (in seconds), call cost and call direction (INBOUND/OUTBOUND). Inbound direction can be showed in the case of redirected calls.

In Summary sheet you can find summary values for each project and each day.

Daily contact status report

This report shows you data regarding call statuses at the beginning and the end of the day. Here you can find a number of contacts that were not closed, open, scheduled, autoscheduled, not verified at the beginning of the day, and contacts imported and closed during that day.

Effectiveness report

This report shows data connected to successes in your CrazyCall projects. Data is divided per each day of the timeframe, for each project and user in project separately. Report includes information about successes, unique attempted contacts, effective contacts, closed contacts, as well as contact, success and hit rates.

This report includes 3 types of summary lines: Total for one agent, from each project at a given day, total for all agents, from all projects at a given day, and final total values: From all users, from all projects, during all days in report’s timeframe.

Events report

This report summarizes all the actions that happened to a given contact in the selected date range. Additionally, the events report contains the imported customer data.

Script answers report

This report allows you to see all the events for which there are script answers available. The record will appear here no matter if the call was marked as Success or not; The only exception being calls that had script answers entered, but were marked as Voice Mail. Data from this report allows you to extract detailed info about your clients, combining their saved data and script answers.

Call cost summary report

This report, similarly to Billings report, shows you all calls that you were charged for, with one key difference; Call cost summary report allows you to see all reports, including ones that were already deleted at the time of generating the report.

Calls are presented in chronological order, each entry has information regarding user, project, date and time, client’s number, duration of the connection and the call itself, call cost and call direction.