Custom Report Member Detail

✅ SUMMARY
This training walks users through the process of creating a custom "Member Detail Report" in the PhoneBurner platform, ideal for analyzing individual team member activity. The session covers how to navigate to the Reports tab, create a new custom report, and configure its settings such as name, report type (Member Detail), default date range, theme, graph inclusion. Users are then guided through selecting fields like agent info, call metrics, and dispositions; assigning seats (team members to include); and setting up email delivery (daily, weekly, or monthly). The training also explains how to view, drill down into, and export the report—including MP3 recordings if enabled. Emphasis is placed on flexibility and customization, allowing users to track performance in a way that suits their team structure.

🏷️ TAGS
custom reports, member detail report, reporting, team analytics, leaderboard, call tracking, disposition tracking, email delivery, PhoneBurner training, exporting reports, team performance, real-time leaderboard, voicemail tracking, dial session data

🧼 CLEANED-UP TRANSCRIPT

Whether you're a team of one or a team of a hundred, there will be times when you want to create or view a report that gives you detailed insights into each team member's activity. That’s what this training will focus on.

Let's start by heading to the Reports tab at the top. You'll see a list of different reporting options in PhoneBurner. In this session, we're focusing on custom reports, and more specifically, creating a Member Detail Report.

Creating the Report

Click the Add Report button in the upper right. Name your report—I'll call mine New Member Detail. Optionally, add a description. Under "Report Type," choose Member Detail. (There are also Team Summary and Source Summary, which we’ll cover another time.)

Next, select the default date range for the report. This is what loads automatically each time you open it, though you can change it anytime. Options include: Realtime leaderboard, today, yesterday, last week - Monday through Friday, last 30 days, 60, 90, 120, 180, 365 days, or year-to-date. Let’s select Last 30 Days.

Choose a leaderboard theme—light or dark. Even though this isn’t specifically a leaderboard report, all custom reports can be launched into a real-time leaderboard view.

Enable the graph option (we’ll say yes here). There's also a “rotate leaderboard fields” toggle—leave that set to no for now.

Click Save.

Adding Fields

Now that the report is saved, new sections unlock on the left: Fields, Seats, and Email Delivery.

Under Fields, you choose which data points to include in the report. Start with Agent Information—this shows the full names of all included team members.

By default, you'll also see metrics like calls, talks, average talk time, and emails. If you don't need a metric, just click the trash can icon to remove it. For example, if you’re not tracking emails, remove that field.

To add a new field, click Add a New Field.

Start by selecting the type of field. Options include:

• Simple Value/Photo
• Sum/Total
• Dispositions
• Calculation
• Folder
• Activity

Simple Value/Photo

Gives you basic member info like email, name, phone number, photo, last login, etc.

Sum/Total

Lets you add aggregate data like:

• SMS Sends
• Total Call Time
• Total Calls
• Total Emails
• Total Live Answers
• Total Logins
• Total No Answers
• Total Session Duration
• Total Sessions
• Total Voicemails

Note: Voicemails tracked here include both live and recorded voicemails that were left as long as the disposition clicked is configured as a voicemail button.

Disposition

This is based on the custom dispositions in your account. You can report on each status you've configured.

Calculation

Includes:

• Average Session Duration
• Average Talk Time
• Percentage Interested (based on "interested" status)
• Percentage of Connected Calls

Folder

Shows how many records are in a specific folder—useful, but unaffected by the date range.

Activity

Covers different user activities, which will be explained in a separate training.

Example Field Setup

Let’s say we want to track Live Talk Time. Choose "Sum/Total" as the type, then select Total Call Time as the source. Name the field "Live Talk Time" and save.

Now let's add another field for the Booked Appointment disposition. Choose "Disposition" as the type and select Booked Appointment. Name it “APT's” and include it in the summary.

Selecting Seats

In the Seats section, choose which team members to include. If you're a team of one, just leave it as is. But if you want to report on a specific subset (e.g., a campaign team), select only those individuals.

Note: Adding new team members later will NOT automatically include them unless you select the top-level "All" checkbox now.

You can also filter to show only active or suspended seats. This is helpful if you want data on former employees. Click Save once done.

Email Delivery

In the Email Delivery section, set up scheduled report emails.

• Daily: Sends the previous day's data.
• Weekly: Choose a day (e.g., Monday), and it will send the prior 7 days’ activity.
• Monthly: Choose a day (e.g., the 1st), and it sends the previous 30 days of activity—not necessarily the full previous month.

You can add multiple email delivery schedules. For example, if you want to receive weekly reports Monday through Friday, just add one for each day.

Want others to receive it too? Just enter their email address and add them. If someone should be added to an existing delivery (like monthly on the 1st), just re-select that delivery and add their email.

Viewing and Exporting the Report

To view your new report, return to the Reports tab and select it from the left-hand list.

You’ll see:

• Default Date Range (e.g., last 30 days)
• A graph showing calls per team member, broken down by answered vs. not answered
• Summary data on all configured fields

Each metric is clickable, allowing you to drill into call details. If you have call recordings enabled, you can:

• Listen to, download, or delete recordings
• See contact details, caller ID, call result, whether a voicemail or email was sent, etc.

You can also export this data:

• CSV: excludes recordings
• ZIP: includes CSV + MP3 recordings

Each MP3 file will be named with a call ID that matches a line item in the CSV, making it easy to connect recordings to data rows.

That’s how you create a Member Detail Report in PhoneBurner. You can create as many reports as needed and customize them to meet your team's needs. Hope this helps you better understand how to dig into your team's activity in detail.

Thanks again, and happy dialing!