Displaying Call Center Reports

Several standard operational reports are available to review and monitor call center and telemarketing activity.

To display available reports

1. Click the Reports tab.

2. Click Call Center Reports.

3. Select from the following available call center reports:

   • Call Report for a Telemarketing Agent by Program. This report allows agents and managers to review a single agent's activities for one or more programs. The report displays program name (or names), activity type, activity date, followup date and prospect data, such as first name, last name, company, job title, and telephone numbers.

   • Summary by Telemarketing Status and Reason. You can filter by telemarketing agent, queue or by program name within a defined period. This report enables you to verify the status of all call center prospects assigned, their current status, and confirm if the prospect is disqualified, and learn the disqualification reason. This report gives telemarketing staff, management, and the Marketing Department an overview of up-to-the-minute call center activity.

   • Call Report for a Program by Telemarketing Agent. This report allows marketing campaign owners, as well as call center staff, to review the results of calling efforts for responses to a particular program. The report displays telemarketing agent names, activity type, activity date, followup date (if available) and prospect data, such as first name, last name, company, job title, and telephone numbers.

   • Open Telemarketing Prospects by Age. This report enables you to check the call center agents' progress following-up assigned prospects by age. You can also check the amount of time prospects remain in the call queue before they are closed because of qualification or disqualification. This report includes any call center prospects who have not yet been qualified or disqualified. You can filter this report by program name or agent and display each prospect's date assigned to the queue, age in days as well as contact information.

   • Closed Telemarketing Leads. This report allows call center management or staff to review the results of calling efforts that have resulted in closed leads, including those qualified or disqualified. This report displays program names, telemarketing agent names, current status, close reason (if disqualified), new queue assignment, activity type, activity date, followup date (if available). It also displays prospect data, such as first name, last name, company, job title, and telephone numbers.