Historical Reporting to include parked call pickups and transfers

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  • Updated 2 years ago

We are using the historical reporting feature as an accountability tool to track time our sales reps spend on the phone during certain hours of the day.  Because of the nature of our business, this tool fails to account for many inbound calls correctly. Let me explain the scenario.

Each rep does have a DID, but most customers call the main number.  We don’t have a receptionist that answers calls, so it is everyone’s responsibility to answer the phone.  Because of this, a call comes in and is answered by anyone person in the office.  The call is for one of the 3 sales reps.  The employee parks the customer on one of our private park ext (100, 101, 102, or 104).  The sales rep is notified that their customer is on park and they pick up the call.  The problem with the historical reporting is it will give credit only to who picked up the call first. So if the sales rep did spend 15 minutes on the phone with that customer, the report says the employee who picked up the call spent 15 minutes with that customer on the phone.  Transfers exhibit this same behavior as well.  I really need a way to pull a report that shows what calls each rep was on during the day regardless if they dialed out, the customer called their DID or the customer called the main number. 

The detailed call log will show all of this info, but it’s formatted in a way that is extremely difficult to report on and is almost impossible to filter out the correct data.  What I would like to see is the ability to show calls picked up from park extensions and via transfers.  Basically anything where the call originates from external number.
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Aaron Satterwhite

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Posted 2 years ago

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