The Inbound Call Routing Report measures the marketing call-in volume for an organization’s marketing campaigns. It allows users to drill down to detailed information about how incoming calls are handled.
How to View the Inbound Call Routing Report
Select Inbound Call Routing Report from the inSight drop-down menu.
Select the report parameters from the Date, Branch, and Team/Agent drop-down menus.
Date:
Branch:
Team/Agent:
Click Run Report.
The Inbound Call Routing Report opens.
Users can click on any of the report results to drill down for further details.
Columns
Column Name | Description |
|---|---|
inLead Campaign | Name of any inLead campaign with Inbound Call Routing turned on |
Campaign Number | Inbound number associated to the campaign |
Forwarding Number | Forwarding number associated to the campaign |
Distributed/Answered Calls | Calls answered by an agent via Inbound Call Routing lead distribution |
Missed Calls | Calls that were sent to agents but not answered, then sent to the forwarding number |
Other/ No Matching Agents Found | Call is sent to the call forwarding number |
Other/ Routed to Primary Agent | CallerID identifies call as an existing lead; call is routed to and answered by the primary agent |
Other/ No Caller ID/Blocked | Call is sent to the call forwarding number |
Other/ Borrower Hang-up | Inbound caller hangs up before call is answered or forwarded |
Other/Other | Calls that ended for an unknown reason |
Other/ Total Other | Total number of “other” calls |
Total Calls | All calls received an Inbound Call Routing number |