16.6 Call Reporting: Tracking Inbound Calls & Agent Outbound Activity

Purpose:

Analyze the volume, sources, and outcomes of phone calls that are handled through your agency's purchased LC Phone numbers within the Close Master platform.

Access:

Navigate to Reporting → Call Reporting.

Data Shown (Select Date Range):

• Summary Metrics: Total Calls (Inbound + Outbound), Total Inbound Calls, Total Outbound Calls, Answered Calls, Missed Calls, First Time Callers, Average Call Duration.
• Performance Graph: Often shows trends over time for metrics like Answered vs. Missed calls.
• Call Status Breakdown: Pie chart or table showing the percentage of calls with different outcomes (Completed/Answered, Busy, No Answer, Failed, Voicemail).
• Source Breakdown: If you are using Call Tracking Number Pools (See 7.2), this section shows which sources (e.g., Google Ad, Website Organic, GMB Listing) drove the most inbound calls based on the dynamic number displayed. It might also attempt to attribute calls based on the known source of the Contact who called (if the Caller ID matches an existing contact with attribution data).
• Answer Speed Report: Shows how quickly inbound calls were answered by your team.
• Outgoing Calls Tab / User Breakdown: Analyze outbound calling activity performed by your agents/users through the Close Master dialer. Shows metrics per user like Total Calls Made, Total Call Duration, breakdown by call outcome.

Requirements:

This report relies entirely on calls being made and received using the LC Phone numbers purchased and configured within your Close Master account. Calls made or received on external lines (even if forwarded to) are not tracked here unless specific call tracking pools are implemented.