The Call Reporting tool inside Ivorey™ helps you analyse both incoming and outgoing calls, making it easier to track performance and improve customer service.
This guide is perfect if you want to:
Track incoming and outgoing call performance
Understand where your calls are coming from
Identify missed opportunities and improve team responsiveness
Analyse call data to optimise your sales and support processes
We’ll walk you through how to access and navigate the Call Report - including where to find your call report, the different sections for incoming and outgoing calls, how to interpret the key widgets and charts, and how to filter or export your data for further analysis.
To view your call report, from the Ivorey™ main menu, go to Reporting > then along the top menu bar click [Call Report]
The call reporting page has two main tabs: Incoming Calls and Outgoing Calls > use the drop-down menu to filter data by all numbers in your profile or specific individual numbers
Incoming Calls Section:
Donut Chart - Displays the split of call statuses for incoming calls (missed, busy, answered)
First-Time Calls Widget - Shows the statuses of first-time incoming calls and their average and total durations
Top Call Sources - Identifies where the calls are coming from (e.g., Google organic search, paid search, direct), and provides details on total calls, deals won, and average call duration
Historical Data Table - Shows historical data of all calls, where you can categorise and filter data by incoming and outgoing calls. You can also view multiple call recordings for IVR calls (detailed analysis of customer interactions), using a drop-down menu:
Access multiple call recordings for IVR calls
Switch between different recordings using a dropdown menu.
Note: Previous IVR call recordings are not available, only new ones will be accessible. Recording names match the action names in workflows for the "Connect Call Action."
Outgoing Calls Section:
Call Status Split - Displays the status distribution of outgoing calls
Top Agents - Highlights agents who made the most calls, and includes a unique count of leads contacted
Customisation and Export Options - Customise the columns you want to include in the CSV export to analyse the data in more detail
Yes. You can export call reporting data as a CSV file and customize which columns are included for more detailed analysis.
To view metrics for a specific day, set the same date as both the start and end date in the date filter. Both dates must be selected for the data to appear.
Hit the support chat widget inside Ivorey™ - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
We’re here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍
