Reporting Basics

Reports are only available by default to our Team Admins. If you have a Solo Account and you want access to reports please contact our Solutions Support Advisors or you can add this link to your Quick Links Menu:
https://www.phoneburner.com/enterprise/reports/dialer/index

To navigate to our Reports click on Team>Reports:

Here, on the left, you will see our Standard Reports, Custom Reports, Date Range, Leadtream, and Contact Export:

You will need to select a Date Range for each report that you run. 

Below, we will go through each of the standard reports and a brief intro to creating a custom report. For a full tutorial on creating a custom report please see How to Build a Custom Report.

Dial Sessions Report

This report would be used if you want to see the details of each user and their Dial Session outcomes. 

At the very top-right you will see:

View Call List = View all calls made in one big list (if you click on this you will be given an option to export the call list)

Then you will notice each column from left to right:

Added = Date the team member was added to the team.

Last Login = Last time the Team member logged in.

Logins = How many times the team member has logged in.

Dial Sessions = Total Dial Session the team member has made. You can click on this and see all the dial sessions that person made. 

Dials = How many numbers the team member has dialed.

Talks = How many connected calls the team member has had.

Talk Time = How long the team member has connected with a customer.

Voicemails = How many voicemails the team member left.

The bottom row will include your totals

Disposition Summary

This report is used to check your Status to see how many calls result in each Disposition.

Disposition/Status = Each of your dispositions will be listed here in the first column. In most cases, your call status is the same as your disposition (the status can be edited from the Dispositions page, editing the status will directly affect the reporting). 

Calls = how many calls resulted in the corresponding Disposition.

Percentage of Total = we take the total amount of calls and divide by the number of the corresponding disposition to get this percentage. 

Leads By Source

This report is for checking out how many contacts have come from each source. 

Lead Source = Where the contacts came from. 

Leads Added = How many leads were added from the corresponding Lead Source.

SMS Usage

This report gives you an overview of how you are doing with SMSs. 

Messages Received = How many incoming SMS messages the user has received.

Messages Sent = How many SMS messages the user sent.

Opt-Out Rate = How many times a Contact has replied 'Stop'.

Messages Purchased = How many SMS messages that the user has purchased (1000 are included, one you go over that we charge you $15 and give you 1000 more).

We also have a separate SMS report that has not been added to this page at this time; you can check that out here and add this link to your Quick Links Menu:
https://www.phoneburner.com/phone/usage/index

Member Detail Report

This report is like the Dial Session report but with a little more information and a graph. 

At the very top-right you will see:

Real-Time Leaderboard = You can make a real-time leaderboard for your team to view throughout the day. For more information on the Leaderboard please see this article: Can I share reports with my team?

At the very top-right you will see:

Download CSV = You can download a copy of this report and any Custom Reports that you make.

Edit Report = You can edit this pre-build custom report, for more info on Custom Reports see this article: How to Build a Custom Report.

Bar Graph = A visual representation of the stats you see below, this can also be edited.

Then you will notice each column from left to right:

Calls = Attempted Calls

Talks = Anytime someone clicks the LiveAnswer button or any button that has been labeled Connected on the Disposition Set

Average TT (average talk time)= The amount of time spent on 'Connected' calls divided by the calls attempted. 

Emails = The number of emails sent during the time range selected. 

Total Session Duration = The amount of time spent in a dial session Begin Dial Session to End Dial Session

Total Call Time = The amount of time spent on a connected call (Talk Time)

Percentage of Connected Calls = The number of Talks divided by the number of Calls

As always, please feel free to call, chat or email us anytime if you get stuck along the way!