Call Report and Agent Metrics Report Follow
If your firm utilizes Legal CRM’s Smart Dialer (the built-in softphone, also known as the dialer) it's important to be able to report on the calls that are being made, as well as which agents are making those calls. Using Legal CRM's reports, your firm will be able to report on all calls made, listen to recordings, and see which agents are performing the best.
The Call Report is advised for users seeking to view a comprehensive record of all received and made calls. This report presents corresponding case types, call outcomes, statuses, and recordings for all calls in a single view.
Using the blue menu on the left-hand side of the screen, click on “Reports” to get started.
Note: Only users with the Reports user permission will have access to this screen.
With the reports page open, navigate to the "Call Report" page.
At the top of the page, users have the ability to set a specific date range for the report and apply any desired filters. Additionally, the results of the report can be further refined by selecting an option from the Call Direction dropdown. In the event that inbound calls originate from a website with DNI installed, keywords or landing page/website can also be searched. Once the appropriate date range and filters have been selected, the report can be generated by clicking on the "Run Report" button.
The graph that is shown will be updated to display the data represented by the date range and filters applied. Beneath the graph, you will see a list of the calls with details regarding each call. You can use the button under the Play column to listen to the recording of any call (if it’s available).
New! We update the report columns to now include the "from" and "to" phone number for better history tracking.
New! You now can track call SID's which is the unique identifier for a single call.
In the Legal CRM dialer if inbound calls comes into the dialer and an agent misses the call, the call goes to the next agent. This currently results in a call log per agent. With the new Call SID this can help you track individual call events easier!
The Call SID also logs inside the newsfeed and inside each record's activity log!
The "Ring Time" column is the amount of time that the caller header hold/ringing music before being transferred to an agent.
Please note that the ring time timer is started from when the Legal CRM tracking number is dialed/reached. Ring time durations do not include ring time via call forwarding routing.
To download the report, please select the “Export/Schedule Report” button. This will open up a new pop-up menu where you can choose when and where you would like your report to be sent. Upon completion of this action, you will receive a PDF and Excel version of the report. Additionally, you may schedule the report to be sent directly to your email.
To view a quick at a glance report select the “Run Report” button. Using this action will adjust the totals in real time. Adjusting the values before your very eyes.
Call Center Agent Metrics Report
This report is recommended to track the productivity of your agents and to see which agents are performing the best.
To get started, navigate to "Reports" using the blue menu on the left.
Navigate to the "Call Center Agent Metrics Report" page.
At the top of the page, you will be able to apply a date range filter as well as an agent filter to view the metrics for specific agents.
When you are ready to apply your filters, click "Apply".
The report will display different individual metrics for each agent, as well as total metrics across all agents.
💡 Please note, this report will only display users that have the Call Center Agent permission. To learn more about user permissions in Legal CRM, click here.
This report can also be exported to as an excel spreadsheet by clicking the "Export" button.
If you need further assistance with your Legal CRM system, then please contact Legal CRM Support.
🤗 Thank you very much for choosing Legal CRM!