The Phone report

Telefon is about the phones, not the sellers: what happens to people who call your main numbers, and how your calls end. It sits under Support og markedsføring in the Reports menu, and only appears where a phone system is connected and for people with full access to Reports. The figures cover the whole company, so the people filter does not apply. How each seller is doing stays on the Calls page in Momentum.

Pick the period at the top right. Days follow Oslo time.

The tiles add up every queue. Samtaler i kø is everyone who entered a queue, Besvart is the share somebody answered, and La på is the callers who hung up in the queue before anyone answered. Callers the queue could not offer to anyone, because it timed out, everyone was busy or it had no members, are not counted as giving up, so answered and gave up do not always add up to 100%. Snitt ventetid is how long answered callers waited.

Køer gives the same figures for each queue, plus the share answered quickly, how long people waited before giving up, the longest wait and the average talk time. The limit for answered quickly is DealJourney's own, because the phone system does not share each queue's service level.

Samtaler per time shows every queue caller by the hour they called. The number on a column is everyone who called that hour; the part not answered is when the phones were not covered.

Ikke ringt tilbake lists the numbers nobody has reached yet. It covers callers who gave up and callers the queue could not offer to anyone. A number leaves the list as soon as anyone in the company calls it or speaks to them. Click a number to call it, and a customer's name to open the customer. The ten latest show first; the list goes back as far as the latest 50, while the tile counts them all.

Slik endte utgående samtaler counts outgoing calls only: Besvart, Telefonsvarer, Ikke svar, Opptatt and Ikke tilgjengelig. Beside them are the calls Satt over and Tatt opp, who hung up first on answered calls, and the share Koblet til en kunde.

Mest oppringte kunder lists the 25 customers with the most calls in the period, incoming and outgoing.

A dash means the figure cannot be worked out, usually because there is nothing to divide by, such as an average wait with no answered calls. It does not mean zero. If older calls are still gaining their details, a line above the queues says so, and a notice appears there when the latest queue figures could not be read from the phone system.

To count calls and sales per seller in your own report, choose Telefonsamtaler when you create one. See Build a custom report.