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.
3.1 Filters
Use this section to filter your report
| Filter | Description |
| Called On | Date range on which the call was made |
| Sales Group | Use this to apply filters on specific Sales Group |
| Owner | Use this filter to apply filters on specific agents |
3.2 Visualize
Use this section to apply groupings to your report –
- Select the Visualize tab.
- Under Additional Settings choose the fields you would like to group and click Apply Settings.
- You can drag and drop the fields to change the order.
- In order to clear the groupings, click on the
icon for the fields and click Apply Settings.
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.
- Select Report Views.
- Click Create New View.
- Enter a name for the report and click Save.
4. Call Analysis Metrics
4.1 Call Volume Analysis
| Metric | Description |
| Calls | Total calls during the date range selected (Inbound + Outbound) |
| Calls Connected | Total answered calls in the date range (Inbound answered + Outbound answered) |
| Unique Leads | Total unique leads attempted in the date range (Inbound + Outbound) |
| Unique Leads Connected | Total unique leads connected in the date range (Inbound answered + Outbound answered) |
| Outbound Calls | Total calls dialled by the agents |
| Outbound Answered Calls | Total calls answered by the leads |
| Inbound Calls | Total calls answered by the agents |
4.2 Call Duration Analysis
| Metric | Description |
| Total Call Duration | Total call duration for Inbound and Outbound calls |
| Average Call Duration | Total call duration for Inbound and Outbound calls/Number of calls |
| Calls < 2 minutes | Total answered calls with call duration < 2 minutes (Inbound + Outbound) |
| Calls > 2 minutes and < 5 minutes | Total answered calls with call duration > 2 minutes and < 5 minutes (Inbound + Outbound) |
| Calls > 5 minutes and < 10 minutes | Total answered calls with call duration > 5 minutes and < 10 minutes (Inbound + Outbound) |
| Calls > 10 minutes | Total answered calls with call duration < 10 minutes (Inbound + Outbound) |
4.3 Not Connected Analysis
| Metric | Description |
| Inbound Missed Calls | Total inbound calls from the leads not answered |
| Outbound Unanswered Calls | Total 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 –
- In the Filters section, click on Additional Filters.
- Search for Created On date field under the Leads entity, and select it using the
icon. - Select the value of Today and click on Apply Filters.
Click on Report Views and save the report configuration.
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 –
- In the Filters section, click on Additional Filters.
- Search for the Status field under the Activity entity, and select it using the icon
- Deselect the Missed and NotAnswered status.
Click on Report Views and save the report configuration.
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.
Any Questions?
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