Getting to know your reports
The Calls Report and the Call Review are two robust views you may have available but deliver very different information. In a nutshell, the Calls Report is used by marketers to understand marketing details of calls, such as call attribution and signals, while the Call Review is a tool for contact centers to dive deep into individual calls and provide coaching moments for their agents. Keep reading to learn more about what each one does.
Calls Report
The Calls Report is useful for those who prefer to analyze data in larger tables and are less interested in individual call handling. Calls Report is preferred by those concerned with marketing attribution and call sources.
With the Calls Report, you can filter your call traffic by displaying columns of information relating to specific campaigns, Signals, Marketing Data Fields, and more.
Call Review
The Call Review is tailored for frequent call reviewers focused on finding calls and specific call-handing moments for agent coaching. It prioritizes call scores and summaries over marketing data.
With the Call Review, you can filter your call traffic with Scorecard data, agent names, call summaries, and so much more at an individual level to help guide you into finding calls of interest for deeper review.
