Want to see how your system is performing? Learn how to use Reports below.
About Reports
ReadyMode's Reports enable you to monitor your system productivity metrics, such as Agent and Dialer activity. Most reports can be customized using Filters, and several Reports allow you to export data to review in Excel or other spreadsheet programs.
Quick Tip: If you're new to ReadyMode, we recommend starting with our most popular reports: Call Logs, Agent Report, Dialer Report and Office Map.
Navigating to Reports
Reports are available at the bottom of the Dashboard.
Note: Permissions are required to view Reports.
The following Reports are available:
- Audit Logs (1) - Keep track of changes made to your system.
- Call Logs (2) - Review logged calls made by your Agents.
- Productivity (3) - See how your team is performing.
- Dialer Report (4) - Review background dialing activity.
- Lead Reports (5) - Currently in development.
- Agent Report (6) - Review Agent activity for payroll.
- Sales Reports (7) - Currently in development.
- Research Calls (8) - Look up the history for the phone number.
- Live Call Report (9) - See information about currently active calls.
- Recent Calls (10) - Search for information about specific calls made.
- Office Map (11) - Monitor Agent status and manage calls directly.
- Transaction Log (12) - Review financial transactions processed in ReadyMode.
Audit Logs
The Audit Logs Report helps you keep track of changes made to your system, such as Phone Numbers ordered.
Use Filters to see data by Date, User, App/Feature or Type.
Call Logs
The Call Logs Report enables you to review logged calls made by your Agents. Agents can also review their own calls.
Use the Filters (1) to adjust the data displayed, check the Summary view checkbox (2) to view a summary of your data, or click the Export button (3) to export your data as a CSV file. To monitor call quality, listen to or download Call Recordings (4).
Filters
The following Filters are available to customize the Call Logs Report. The Options available for each Filter are listed in table below.
Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.
| Filter # | Filter Name | Filter Option | Description |
|---|---|---|---|
| 1 | [#] call results | [Call result] | Include calls logged as [Call Result] |
| 1 | [#] call results | [Transfers] | Include calls logged as [Transfer] |
| 1 | [#] call results | [Other] | Include [Other] calls, such as not logged calls |
| 2 | Time range | Start | Specify a start date and time for the range |
| 2 | Time range | End | Specify an end date and time for the range |
| 3 | All users | [Users] | Filter by a specific Agent or Group |
| 4 | All campaigns | [Campaigns] | Filter by a specific Campaign |
| 5 | All files | [Lead Files] | Filter by a specific Lead File |
| 6 | All Sources | [Queues] | Filter by a specific Queue |
| 6 | All Sources | [Playlists] | Filter by a specific Playlist |
| 7 | All durations | Range options | Filter by a preset call duration range |
| 7 | All durations | Custom options | Filter by a custom call duration range |
| 8 | All types | Inbound | Filter by Inbound calls |
| 8 | All types | Outbound | Filter by Outbound calls (Manual or Dialer) |
Productivity
The Productivity Report enables you to see a visual overview of how your team is performing.
The colored bars indicate the activity of the User throughout their shift. Red indicates that the User is logged in, blue indicates handling outbound calls, and green indicates active use of Call Results that transfer the Lead into a Queue.
Use the Filters to adjust the Date shown and Sensitivity of the display.
Dialer Report
The Dialer Report enables you to review background dialing activity on the AI Dialer, including the number of calls made by the Dialer and the outcome of those calls.
Use Filters (1) to adjust the data displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.
Filters
This Report offers several Filters to enable you to customize the Dialer Report. The Date Range Filter is available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below.
| Filter Name | Filter Option | Description |
|---|---|---|
| Date range | Start date | Specify a start date for the range |
| Date range | End date | Specify an end date for the range |
| Dataset | Historic data | Display information from the past, up until 2 hours ago |
| Dataset | Recent data | Display information from the last 2 hours, including realtime |
| Available filters | Select Queues | Include data from specific Queues (if "Queue" is selected in "Report by" section) |
| Available filters | Select Playlists | Include data from specific Playlists (if "Playlist" is selected in "Report by" section) |
| Available filters | Select File names | Include data from specific Lead Files (if "File name" is selected in "Report by" section) |
| Available filters | Select Campaigns | Include data from specific Campaigns (if "Campaign" is selected in "Report by" section) |
| Available filters | Select Avail. Agents | Include data from specific Agents (if "Avail. Agents" is selected in "Report by" section) |
| Available filters | Select Call Multiples | Include data from a specific CPA (Calls Per Agent) value (if "Call Multiple" is selected in "Report by" section) |
| Available filters | Select Times | Include data grouped by Time period (if "Time (1h)" or "Time (15m)" is selected in "Report by" section) |
| Available filters | Select Weekdays | Include data from specific Weekdays (if "Weekday" is selected in "Report by" section) |
| Report by | Queue | Display Queue name |
| Report by | Playlist | Display Playlist name |
| Report by | File name | Display Lead File name |
| Report by | Campaign | Display Campaign name |
| Report by | Avail. Agents | Display number of available Agents |
| Report by | Call Multiple | Displays the number of Calls Per Agent |
| Report by | Time (1h) | Display results for the time period in 1 hour increments |
| Report by | Time (15m) | Display results for the time period in 15 minute increments |
| Report by | Weekday | Display the day of the week |
| Fields to display | Avg. CPA | Displays the average Calls Per Agent |
| Fields to display | Calls | Displays the number of total calls (answered/unanswered) |
| Fields to display | No Answer | Displays the number of unanswered calls |
| Fields to display | NIS | Displays the number of Not In Service calls |
| Fields to display | Answered | Displays the number of calls answered (including Connects, Machines and Abandoned) |
| Fields to display | Answer % | Displays the percentage of calls answered (Connects, Machines and Abandoned) |
| Fields to display | Machines | Displays the number of machine answers |
| Fields to display | Machine % | Displays the percentage of machine answers |
| Fields to display | Connects | Displays the number of Lead answers |
| Fields to display | Calls to Connect | Displays the average number of calls required to reach a Lead |
| Fields to display | Abandoned | Displays the number of calls answered when no Agents were available |
| Fields to display | Abandoned % | Displays the percentage of calls answered when no Agents were available |
| Group date by | None | Results are not grouped by time period |
| Group date by | Day | Results are grouped by day |
| Group date by | Week | Results are grouped by week (Sunday-Saturday) |
| Group date by | Month | Results are grouped by month |
Templates
Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.
Lead Reports
The Lead Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.
Agent Report
The Agent Report enables you to review Agent activity such as payable hours, talk time and transfer rate. You can use this report to help prepare your payroll.
Use Filters (1) to adjust the data displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.
Filters
This Report offers several Filters to enable you to customize the Agent Report. The Time Range and Agent Name Filters are available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below.
Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.
| Filter Name | Filter Option | Description |
|---|---|---|
| Time range | Start | Specify a start date and time for the range |
| Time range | End | Specify a end date and time for the range |
| Agent Name | [User] | Filter by a specific Agent |
| Agent Group | [User Group] | Select Agent Groups to include |
| Group date by | None | Results are not grouped by time period |
| Group date by | Day | Results are grouped by day |
| Group date by | Week | Results are grouped by week (Sunday-Saturday) |
| Group date by | Month | Results are grouped by month |
| Preset fields | Ready (%) | Percentage of time Agent spent in Ready mode while signed in |
| Preset fields | Payable (%) | Percentage of time Agent spent in a Payable state while signed in |
| Preset fields | Talk % of Payable | Percentage of time Agent spent talking on calls while in a Payable state |
| Preset fields | Talk % of Ready | Percentage of time Agent spent talking on calls while in Ready mode |
| Preset fields | Ready % of Payable | Percentage of time Agent spent in Ready mode while in a Payable state |
| Preset fields | Transfer Rate | Percentage of logged calls dispositioned to another Queue or Agent |
| Preset fields | Talk / Day | Total time Agent spent talking on calls, divided by total number of days worked |
| Preset fields | Ready-Wrapup | Total time Agent spent in Ready mode, minus total time spent in wrapup |
| Preset fields | Break + Lun | Total time Agent spent in Break and Lunch modes |
| Preset fields | Aux (all, T) | Total time Agent spent in Aux P and Aux U modes |
| Preset fields | call# per paid hr | Number of logged calls, divided by hours Agent spent in a Payable state |
| Preset fields | call# per ready hr | Number of logged calls, divided by hours Agent spent in Ready mode |
| Preset fields | call# per logged hr | Number of logged calls, divided by hours Agent was signed in |
| Agent status (by status duration) | Shift Start | Earliest time Agent was signed in for the day |
| Agent status (by status duration) | Shift End | Latest time Agent was signed in for the day |
| Agent status (by status duration) | Days Worked | Total days Agent was signed in |
| Agent status (by status duration) | Logged Time | Total time Agent was signed in |
| Agent status (by status duration) | Payable (t) | Time Agent spent in a Payable state |
| Agent status (by status duration) | Unpayable (t) | Time Agent spent in an Unpayable state |
| Agent status (by status duration) | [Availability Mode] (t) | Time Agent spent in [Availability Mode] |
| Agent status (by status duration) | Ready:Avg wait | Time Agent spent in Ready mode waiting to connect, divided by total number of calls logged |
| Agent status (by status duration) | Ready:Avg talk | Time Agent spent in Ready mode talking on calls, divided by total number of calls logged |
| Agent status (by status duration) | Ready:Avg wrap | Time Agent spent in Ready mode with a profile open after call ended, divided by total number of calls logged |
| Agent status (by status duration) | Ready:Talk Time | Time Agent spent in Ready mode talking on calls |
| Agent status (by status duration) | Ready:Wait Time | Time Agent spent in Ready mode waiting to connect. |
| Agent status (by status duration) | Ready:Wrap Time | Time Agent spent in Ready mode with a profile open after call ended |
| Call Results (by call volume) | Transfer (#) | Total number of Transfers made by Agent |
| Call Results (by call volume) | Call Logs (#) | Total number of calls logged by Agent |
| Call Results (by call volume) | [Call Result/Transfer] (#) | Total number of calls logged as [Call Result] or [Transfer] by Agent |
| Call Results (by call volume) | Calls over 60s (#) | Total number of Calls over 60 seconds made by Agent (logged/unlogged) |
| Call Results (by total call duration) | Talk (t) | Total time Agent spent talking on calls (logged/unlogged) |
| Call Results (by total call duration) | Transfer (t) | Total time for calls Transferred by Agent |
| Call Results (by total call duration) | [Call Result/Transfer] (t) | Total time for calls logged as [Call Result] or [Transfer] by Agent |
| Call Results (by average call duration) | Talk (avg) | Total time Agent spent talking on calls, divided by total number of calls (logged/unlogged) |
| Call Results (by average call duration) | Transfer (avg) | Total time Agent spent talking on Transferred calls, divided by total number of calls (logged/unlogged) |
| Call Results (by average call duration) | [Call Result/Transfer] (avg) | Total time Agent spent talking on calls logged as [Call Result] or [Transfer], divided by total number of calls (logged/unlogged) |
| Call sources | Inbound calls (#) | Number of Inbound calls |
| Call sources | Inbound calls (%) | Percentage of Inbound calls out of total calls |
| Call sources | Dialer calls (#) | Number of AI Dialer calls |
| Call sources | Dialer calls (%) | Percentage of AI Dialer calls out of total calls |
| Call sources | Manual calls (#) | Number of Manual calls |
| Call sources | Manual calls (%) | Percentage of Manual calls out of total calls |
| Call sources | From Inbound Queue (#) | Number of calls from Inbound Queue |
| Call sources | From Inbound Queue (%) | Percentage of calls from Inbound Queue out of total calls |
| Call sources | From Inbound Transfer (#) | Number of calls from Inbound Transfer |
| Call sources | From Inbound Transfer (%) | Percentage of calls from Inbound Transfer out of total calls |
| Agent fields | Name | Agent Name |
| Agent fields | User ID | Agent User ID |
| Agent fields | Login ID | Agent Login ID |
| Agent fields | Extension | Agent extension |
| Agent fields | Start date | The first date the Agent logged in |
| Agent fields | Agent ID | Agent ID (Note: This is only displayed on some CRMs) |
Templates
Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.
Sales Reports
The Sales Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.
Research Calls
The Research Calls Report enables you to look up the origin and history of activity on a phone number within your system.
To start, use the Number Search (1) to look up a number. If you would like to know the carrier and Do Not Call compliance status of the number, click the Look up compliance info from dnc.com button (2).
At the bottom of the page, you'll see your search results presented in 3 tables of data:
- Leads Status (3) - Information about how and when the number first appeared in your account.
- Internal DNC Entries (4) - If the number appears on your internal DNC List, you'll see relevant information here.
- Connection Logs (5) - Review information and recordings for any calls made.
Live Call Report
The Live Call Report enables you to see detailed information about calls currently underway, including both inbound and outbound calls.
Note: As this Report displays live data, we recommend not leaving it open for extended periods of time to avoid slowing down your system.
Recent Calls
The Recent Calls Report enables you to search for information about inbound calls, live transfers and TPV calls made during a specific date range, or for information about a specific number.
To see calls made during a date range, use the Filters (1). If you adjust the Filters, use the Refresh button (2) to update the results.
To see calls from a specific number, use the Search field (3).
If there is data available for the dates or number specified, you will see search results (1) displayed below. Use the Download CSV button (2) to download a CSV file of the search results, or click on a call (3) in the search results list to display more information.
When reviewing information for a specific call, you can adjust the Log Levels slider (1) to increase or decrease the amount of information shown.
To prevent the number from calling you again, use the Block this number checkbox (2).
Office Map
View Office Map enables you to monitor Agent status using a Floor Map (1) and manage their calls directly. You can create additional Floor Maps if desired.
Use the Map Tools (2) to add Agent Stations to the map, view Station status, configure Playlists, and preview Lead Profiles for active calls.
Click on an Agent Station (3) to view Station Management Tools.
Create a Floor Map
Floor Maps are located in Folders. To create a new Floor Map, first navigate to your Admin Files Folder and select the Floor Maps Folder.
Next, click the + New icon.
Choose + New Floor Map from the options available.
Enter a name in the Name field (1) and click the Create button (2) to proceed.
You'll now see your new Floor Map available. Open it to add Agent Stations.
Adding Agent Stations to a Floor Map
Using the Agent drop-down menu, select a User to add. Once the Agent Station appears, drag and drop it on to the map in the desired location.
Note: Users must be logged in to appear in the drop-down menu.
Station Management Tools
To access these Tools, click on an Agent Station on a Floor Map.
- Remove station (1) - Remove the selected Station from the Map.
- Manage Extensions (2) - Add or update extensions for the Agent or Station.
- Call Management (3) - Call the Agent or manage their active call.
- Session Management (4) - Change the Agent's Availability Mode.
- Agent Stats (5) - See how the Agent has logged their time.
- Queue Information (6) - See what Queues the Agent is part of.
- Current IP (7) - See the current IP Address of the Agent.
Call Management
Using the following options, you can open a management session with your Agent.
- Listen (1) - Listen in to the Agent's active call. Neither the Agent nor the other party will be able to hear you, and the Agent will not know they are being monitored. To end this session, open the Dial Pad and click the End Call button.
- Whisper (2) - Listen in to the Agent's active call. If you speak, the Agent will be able to hear you, but the other party will not. To end this session, open the Dial Pad and click the End Call button.
- Barge (3) - Join the Agent's active call. If you speak, the Agent and the other party will be able to hear you. To end the call for all parties, click the End Call button.
- Call (4) - Call the Agent directly.
Note: If Display Monitoring is enabled in your VOIP Settings, the Agent will be able to see that they are being monitored.
Transaction Log
The Transaction Log Report enables you to review financial transactions processed in ReadyMode using the Billing App.
Use Filters (1) to display data by Transaction Type, Date range, Account Manager, Client ID or Page number. Check the Summary checkbox (2) to view a summary of your data, or click the Download CSV button (3) to export your data as a CSV file. To refresh the results to include the most recent transaction, click the Refresh button (4).
