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Select Inbound Call Routing User Report from the inSight drop-down menu.
Select the report parameters from the Date, Campaign, and Branch drop-down menus.
Date: This defines the time period of the report; it always defaults to the current day when opened.
Campaign: The user can select a specific campaign for the report.
Branch: The user can select a specific branch for the report.
Click Run Report.
The Inbound Call Routing User Report opens.
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Click any of the hyperlinked report results to drill down for further details. In this example, clicking the “9” in the Called column for User ID 562 opens the Admin, Org popup window. Clicking hyperlinked results in any of the popup windows allows the user to continue to drill down for further details.
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Columns in the Inbound Call Routing User Report
Column Name | Description |
|---|---|
User ID | The user’s ID number |
User Name | The user’s name (last name, first name) |
Called | The number of times Inbound Call Routing attempted to dial the agent |
Won | The number of calls the agent won |
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Columns in the Popup Window
Column Name | Description |
|---|---|
Lead | Name on the application |
Inbound Phone | Campaign ICR phone number |
Campaign | Campaign name of ICR phone number |
Time of Call | Datetime of call (Timezone should match the device of the user viewing the report.) |
Primary Agent | Current primary agent of the application |
ApplicationId | Borrower Application ID on Insellerate |