The CallTrackingMetrics Call Log is home to a world of insight on your clients and how your agents interact with them. At a glance you can see the call volume, call source, call duration, who’s answering the calls, website visitor information, and so much more. Each call will be logged chronologically as they come in, and features like call scoring can be used to grade the quality of the call which will ultimately help you make better business decisions.

In this article we are going to cover in detail each column of the call log:

To view the call log, simply log into CTM, navigate to the call tab, then select the call log.

The call log should appear like this:

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If your call log doesn’t look like the one above, you may have some columns hidden. To customize your view to include or exclude any of the columns, click the small gear button under the settings options.  From here you can select which elements you’d like to display in your call log.

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Call Back / Edit 

The call back/edit column in the call log allows you to click to call the contact using our softphone. The detail button will expand the log to show you the caller’s name, email address, contact number, mailing address, call tags, and notes. During a live call, you can remotely listen into the call for quality or training purposes.

Contact column

The contact column reveals the caller’s name, phone number, city, state, and country. The green phone icon indicates an inbound call and the orange phone icon indicates an outbound call.

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Utilize premium caller id to identify the caller’s gender, phone type, business name, and primary address. Also in this column you’ll see there are call tags, and the purple target icon indicates when keywords were spotted using our keyword spotting voice analysis.

Inputs

The inputs column will display the key presses the caller made (for instance 1 for sales or 2 for support), allowing you to quickly identify the purpose of the call before it’s answered.

 

The Source

The source refers to the advertising channel the caller interacted with before placing the call; in CTM we refer to this as the tracking source. Right below the tracking source is the tracking number that is assigned to the source.

 

Visitor Detail

CTM is able to track both your offline and online tracking sources. For your online tracking sources, CTM is able to make a positive match between your website visitors and your caller.  This information will be displayed in the visitor detail column.

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When you hover over the icons the description of them will appear. The first landscape icon represents the landing page, the second icon represents the referring website, and the third is the keyword searched. Google typically doesn’t pass the keyword unless it’s a Google paid click. Bing, on the other hand, typically passes the keyword for both organic and paid search. Clicking the graph icon in the lower right hand corner will display the paid search information associated with the caller. In this dropdown, you’ll be able to see the likelihood of the match we made to website visitor and the caller.  The likelihood will drop if there visitor volume is too high for the amount of numbers you have available.  We recommend keeping the likelihood above 90%.

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Clicking the detail box will create a new window with even more insight about the website visitor. Lastly, there is a link icon, which indicates that an event was triggered and sent to Google Analytics. If you hover over the link, it will display which Google Analytics property we sent the event into.

 

Call Score

Call score is tool that can be used to grade the quality of the call or lead. You can rate the call by stars or mark the call as converted with the conversion amount. This conversion amount can trigger a separate event into Analytics.

 

Audio

The audio column will house the recording of the call. From here, you can listen to the audio or click to have it pop out so you can jump to specific times in the recording.

 

Metrics

The metrics column is where the call is dated and time stamped and list the current status of the call, for example in progress or answered.

 

Call Routing

The call routing column is where you can view which call queue the call was sent into and which of your agents answered the call.

 

Actions

The last column to the right is the call actions column. Here you have the option to send an immediate follow-up email with the option to include the call recording. You can also flag the call for quality, choose to exclude the call from the call log and reporting, and block the caller from future calls. Flagging calls with poor quality is a great practice and helps us define the root of the problem quickly and efficiently. You also have the option to send the call into your CTM via the add button.

 

Hopefully you learned a new trick or two during this very detailed breakdown of the call log. It’s also worth noting that you can restrict user access to only be able to view certain elements within the call log.