Custom Report Funnel Report

✅ SUMMARY:
This training video covers how to create and use a funnel report in the PhoneBurner CRM using the foldering system. Foldering allows users to move contacts between pipeline stages (folders) via dispositions, drag-and-drop, or bulk selection. The funnel report helps admins and sales leaders track how many contacts are in each stage (folder) and view other key metrics like calls, live answers, and specific dispositions used. The video walks through building a member detail report, selecting fields, customizing folders, adding team members, and configuring email delivery options (daily, weekly, or monthly). It also demonstrates how to use the report for weekly one-on-ones, emphasizing the importance of accurate notes and pipeline hygiene. Admins can drill down into data by clicking on metrics, viewing notes, and evaluating activity to coach and guide team members more effectively.

🏷️ TAGS:
foldering, funnel report, contact management, sales pipeline, CRM folders, report building, sales coaching, team tracking, email report delivery, PhoneBurner reports, sales analytics, dispositions, contact organization

🧼 CLEANED-UP TRANSCRIPT:
Here at PhoneBurner, we use a concept called foldering to help you manage and organize your contacts within the PhoneBurner CRM. This is great because it allows you to easily move contacts from one stage to another—whether you're in a dial session using a disposition that moves the contact to another folder, or you're in the Contact Manager manually dragging and dropping contacts. You can even select a group of contacts and move them between folders all at once.

This makes it easy to stay organized by keeping contacts in specific folders based on where they are in your sales pipeline.

But how do you track that? How do we report on it?

In this video, I’ll show you how to use the reporting tool in PhoneBurner to take advantage of the foldering concept to track how many contacts are in each stage of your sales process.

First, click on the Reports tab at the top, then click Add Report to create a new one.

I’ll name this report New Funnel Report (skipping the description for now). For the Report Type, choose Member Detail. I’ll set the default date range to the last 30 days.

Quick note: When you build a report based on folders, the date range won’t affect the number of records in any folder because the report shows how many contacts are currently in that folder. However, other metrics will be affected by the date range. So while it may not directly impact folder counts, the date range still matters.

I’ll include a graph, skip the leaderboard, and click Save.

Now we need to add the fields we want to track in this funnel report.

Click on Fields on the left-hand side. By default, some fields are already included. I want to keep the Agent’s Full Name, Total Calls, and Total Live Answers. I don’t care about Average Talk Time or Email, so I’ll delete those.

Next, I’ll add folder-specific fields.

Click Add New Field, set the type to Folder, and then select a folder you want to track. Keep in mind that folder names and setups vary depending on your own sales process.

I might want to track:

• Appointment Scheduled
• Follow-Up
• Not Interested
• Closed/Won
• Closed/Lost

Just name each field appropriately and save them one by one. For example:

• Field Label: Scheduled → Folder: Appointment Scheduled
• Field Label: Follow-Up → Folder: Follow-Up
• And so on...

Once your folder fields are added, you now have a good base for your funnel report.

Next, we define which seats (users) are included in the report.

Click on the Seats tab. You can select All users or pick specific team members. There’s also the option to view and include suspended seats, which is helpful if you want your report to include past employees or team members no longer active in the system.

If you select “All” and include suspended seats, you won’t need to update the report every time someone joins or leaves.

Let’s quickly cover email delivery settings.

You can schedule reports to be sent via email on a:

• Daily basis: shows activity from the previous day.
• Weekly basis: choose a day of the week, and it shows activity from the previous 7 days.
• Monthly basis: choose a day of the month, and it shows the previous 30 days of activity.

Want weekly emails every weekday? Just add five separate weekly deliveries—one for each day. Same concept applies for monthly. (Although I’m skipping email delivery setup in this example, it’s good to understand.)

Now let’s take a look at the report we created.

Click the Reports tab again and find your New Funnel Report. Open it up, and you’ll see a summary of calls and live talks for the selected date range—here, the last 30 days.

In the summary, we see the folder fields we added, showing how many contacts are currently in each folder.

Here’s how I recommend using this report:
During your weekly (or daily) one-on-ones with each sales rep, use the funnel report as a guide.

For example:

• Jeff made 297 calls and had 15 live conversations in the last 7 days.
• He has 81 contacts in the Appointment Scheduled folder.

It’s important to understand that the number 81 refers to current contacts in the folder—not how many were added in that week.

So, if I want to know how many were added recently, I can go back to the report editor, add a new field for a specific disposition, like “Appointment Booked,” and place it next to the folder field. That way, I can compare how many people were marked with that disposition versus how many are currently in the folder.

Now I can say:

“Jeff, you had 297 calls, 15 live conversations, and 10 were marked as ‘Appointment Booked’. You have 81 people in your Appointment Scheduled folder—where do we stand with them?”

This helps drive informed, meaningful conversations during your one-on-ones.

Another powerful feature: All the data points in the report are clickable.

If I click on “15 conversations,” I can see who Jeff talked to, when the call happened, how long it lasted, and—if call recording and transcription are enabled—I can even read the call summary and decide whether to listen to the full recording.

This lets you, as an admin, coach in real-time:

“Tell me about Michael—you spoke to him on the 11th. Where’s he at now?”

You can also click into folders like Appointment Scheduled and see full contact details, including recent notes. This is a great way to spot whether your reps are maintaining good data hygiene.

If someone’s been sitting in that folder for months with no follow-up, it’s a good time to coach the rep:

“Let’s move this person out or take action. Are we dropping the ball here?”

This kind of review helps ensure the pipeline is clean and moving—no stagnant contacts collecting dust.

Each week, you should see movement in your funnel. You’ll want to see Closed/Won and Closed/Lost growing, while Follow-Up and Appointment Scheduled maintain a consistent, manageable number.

Even if you’re a solo rep, this kind of report gives you clarity and accountability.

If you’re a team admin, I strongly recommend weekly one-on-ones to go over these funnel reports. It helps you and your team stay aligned and effective.

That’s it for this training! I hope this helps you get more value out of the PhoneBurner platform so you and your team can connect with more people and close more deals.

Thanks again—and happy dialing!