Using the Call Analysis Report in SIERA

1. Feature Overview

The Call Analysis Report in SIERA helps Sales Managers monitor call centre metrics and agent productivity within their teams. Sales users can use the report to track their total calls (inbound, outbound, connected, unanswered, missed) and talk time.

 

2. Prerequisites

SIERA is a paid feature. To enable it for your account, contact your account manager or support@leadsquared.com.

 

3. Call Analysis Report

To view the SIERA Call Analysis Report, navigate to Reports>SIERA>Call Reports>Call Analysis Report.

Navigate to siera

3.1 Filters

Use this section to filter your report

FilterDescription
Called OnDate range on which the call was made
Sales GroupUse this to apply filters on specific Sales Group
OwnerUse this filter to apply filters on specific agents

Siera filters

Note: Apart from the above filters, you can choose and add up to 15 filters to the report. Click on Additional Filters to add more filters to your report. All the filters are multi-select filters which enable multiple values to be selected at once.

Siera Additional Filters

 

3.2 Visualize

Use this section to apply groupings to your report –

  1. Select the Visualize tab.
  2. Under Additional Settings choose the fields you would like to group and click Apply Settings.
  3. You can drag and drop the fields to change the order.
  4. In order to clear the groupings, click on the x delete icon for the fields and click  Apply Settings.
Note: You can add up to 3 rows and 1 column groupings.

Siera Visualize

 

3.3 Report Views

You can create multiple reports based on pre-set filter conditions. The filter values and groupings are saved and the data refreshes when the report view is opened.

  1. Select Report Views.
  2. Click Create New View.
  3. Enter a name for the report and click Save.

Siera reports

 

4. Call Analysis Metrics

Siera call analysis metrics

4.1 Call Volume Analysis

MetricDescription
CallsTotal calls during the date range selected (Inbound + Outbound)
Calls ConnectedTotal answered calls in the date range (Inbound answered + Outbound answered)
Unique LeadsTotal unique leads attempted in the date range (Inbound + Outbound)
Unique Leads ConnectedTotal unique leads connected in the date range (Inbound answered + Outbound answered)
Outbound CallsTotal calls dialled by the agents
Outbound Answered CallsTotal calls answered by the leads
Inbound CallsTotal calls answered by the agents

 

4.2 Call Duration Analysis

MetricDescription
Total Call DurationTotal call duration for Inbound and Outbound calls
Average Call DurationTotal call duration for Inbound and Outbound calls/Number of calls
Calls < 2 minutesTotal answered calls with call duration < 2 minutes (Inbound + Outbound)
Calls > 2 minutes and < 5 minutesTotal answered calls with call duration > 2 minutes and < 5 minutes (Inbound + Outbound)
Calls > 5 minutes and < 10 minutesTotal answered calls with call duration > 5 minutes and < 10 minutes (Inbound + Outbound)
Calls > 10 minutesTotal answered calls with call duration < 10 minutes (Inbound + Outbound)

 

4.3 Not Connected Analysis

MetricDescription
Inbound Missed CallsTotal inbound calls from the leads not answered
Outbound Unanswered CallsTotal outbound calls not answered by the leads

 

5. Call Analysis Use-Cases

5.1 New Leads Dialled Today

With the customization features offered in SIERA reports, users can add date fields as a filter. In this case, users can add leads Created On as a filter in the report. With the filter value of Today, we can identify the calls made for leads that were created today.

Steps –

  1. In the Filters section, click on Additional Filters.
  2. Search for Created On date field under the Leads entity, and select it using the + add siera icon.
  3. Select the value of Today and click on Apply Filters.

Siera New Leads Dialled Today

Click on Report Views and save the report configuration.

Siera New Leads Dialled Today

 

5.2 Total Call Duration for Answered Calls

Total call duration includes the total calls dialled. In order to exclude the ringer for missed calls, users can add Status as a filter to exclude these missed calls.

Steps –

  1. In the Filters section, click on Additional Filters.
  2. Search for the Status field under the Activity entity, and select it using the + add siera icon
  3. Deselect the Missed and NotAnswered status.

Siera Total Call Duration for Answered Calls

Click on Report Views and save the report configuration.

Siera Total Call Duration for Answered Calls

 

5.3 Call Recordings

Click on any call measure, for example, Connected Calls, to drill down to the lead level. Use the Call Recording URL to listen to the call recordings.

siera call recordings

 

Any Questions?

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