The Calls report, sometimes called the Call Log, is where you can see detailed information on individual calls. Here you can listen to call recordings, add notes, score a call or add tags to classify an interaction.
- Overview
- Tagging, scoring and adding notes to calls
- Filtering the call log
- Viewing the customer journey
- Exporting the call log
If you're using our call intelligence transcription power up, you can also get instant summaries of your calls straight from the call log.
Overview
Select Calls from the sidebar.
The call log will show you high level information on all calls into your business as well as the online channel they are attributed to.
Click the + icon on a call to see detailed information about an individual call:
You can hover over a caller's number and click Customer Journey to view the customer journey report:
Web Attribution
If the call was made to a dynamic number on your website, you will also have the Web Attribution information available to discover where your phone leads are coming from and attribute conversions back to the correct digital marketing channel:
- Source: The Web Source of the caller's website session i.e. Google, Bing, etc
- Medium: The Web Medium e.g. CPC, organic, referral, direct
- Keyword: The keyword(s) the caller searched for in the search engine that triggered the ad.
- Campaign: The campaign of the session
- Landing: The page the user landed on when they visited your website
- Conversion: The page the user was on when they initiated the call on your website
Tagging, scoring and annotating calls
Calls can be tagged or scored manually in the call log, as well as automatically based on caller behaviour or call data using Smart Tag or based on keywords spoken using Call Intelligence Spotlights Power Ups.
Tagging a call
You can add tags to a call by clicking the tag () icon. If you have previously used a tag, you can select it from a drop down list.
To manage the list of tags, go to to Power Ups > Smart Tag and look under "Generic Tags without group":
Scoring a call
You can score a call by clicking the score () icon in the call log and selecting a rating:
Adding a note
You can also add freeform notes to individual calls to add extra context to your conversations:
Filtering the call log
You can filter the call log by account, tracking number, tracking source, call status and date range.
Account
Select the account or accounts you wish to view from the account selector.
After you've selected the account(s), click "apply". If you want to select all sub-accounts, select the parent account and click "include sub accounts".
Tracking Number, Call Source or Call Status
Click Add Filter and select the filter you would like to apply. You can add as many filters as you need.
Filtering by Call Source allows you to search by the source name or part of the source name. For example, if you enter "Google", it will show calls to numbers called "Google PPC", "Google SEO" and "Google My Business".
Click the icon to apply the filter.
Date Range
The reporting period can be updated through the date range selector.
Customer Journey
If a caller has called before, you can hover over a number and click Customer Journey.
The customer journey will show you all the interactions between this caller and the business:
Exporting the call log
To generate a detailed report in Excel, CSV, PDF, or have it printed, sort the list by using the filter options then click the Export button.