Call Activity Report

Overview

The Call Activity Report provides comprehensive insights into your phone communication efforts. Track call volume, analyze outcomes, monitor team performance, and identify optimal calling times to improve partner engagement effectiveness.

What Data Is Shown

This report includes six key visualizations:

Calls Made Over Time

Visualization: Line Chart

Shows call volume trends:

• Daily, weekly, or monthly call counts
• Trend line indicating patterns
• Peak and valley identification

Use Case: Monitor team productivity and identify busy/slow periods.

Call Outcomes Breakdown

Visualization: Bar Chart

Categorizes calls by result:

• Completed - Successful conversation
• No Answer - Call not picked up
• Voicemail - Left message
• Busy - Line busy
• Wrong Number - Incorrect contact info
• Other - Miscellaneous outcomes

Use Case: Measure call success rate and identify contact information issues.

Call Dispositions Over Time

Visualization: Stacked Bar Chart

Shows disposition trends by period:

• Multiple dispositions stacked per time period
• Color-coded by disposition type
• Visual pattern recognition

Use Case: Track changing communication outcomes over time.

Key Performance Indicators

Visualization: KPI Cards

Displays critical call metrics:

• Total Calls - Overall call volume
• Success Rate - % of completed calls
• Average Duration - Mean call length
• Calls Per Day - Daily average

Use Case: Quick dashboard overview of call performance.

Call Activity Heatmap

Visualization: Heatmap (if implemented)

Shows call volume by day of week and hour:

• Rows: Days of week (Monday-Sunday)
• Columns: Hours of day (8am-8pm)
• Color intensity: Call volume

Use Case: Identify optimal calling times and schedule staff accordingly.

Call Disposition Details

Visualization: Donut Chart

Breaks down disposition types:

• Interested - Positive response
• Not Interested - Declined engagement
• Call Back Later - Requested follow-up
• Information Sent - Materials provided
• Needs Follow-Up - Additional contact needed
• Other - Various dispositions

Use Case: Understand conversation outcomes and plan follow-up actions.

How to Use Filters

Date Range Selection

Focus on specific periods:

• Today - Current day's activity
• Last 7 Days - Weekly performance
• Last 30 Days - Monthly review
• This Month - Month-to-date
• This Quarter - Quarterly analysis
• Custom Range - Specific campaign period

Campus Filter

Analyze by location or team:

• Individual campus call activity
• Compare performance across campuses
• Organization-wide totals

User/Team Member Filter

Track individual or team performance:

• Specific user activity
• Team comparisons
• All users combined

Outcome Filter

Focus on specific call results:

• Completed calls only (success analysis)
• No answer calls (follow-up needed)
• Wrong numbers (data quality issue)

Disposition Filter

Analyze specific conversation outcomes:

• Interested prospects
• Follow-up required
• Information sent

Understanding the Charts

Reading the Line Chart (Calls Over Time)

X-Axis: Time periods (dates)

Y-Axis: Number of calls made

Line: Connects daily/weekly/monthly call counts

Patterns to Identify:

Upward Trend: Increasing call activity

• May indicate campaign launch
• Team expansion
• Increased outreach efforts

Downward Trend: Declining call volume

• Possible staff reduction
• Campaign ending
• Team fatigue (investigate)

Consistent Line: Steady call volume

• Predictable productivity
• Established routine

Spikes: Unusually high call days

• Special calling campaigns
• Event follow-ups
• Team calling events

Valleys: Unusually low call days

• Holidays
• Staff out
• Technical issues

Example Interpretation:

• Monday-Friday: High call volume (150-200 calls/day)
• Saturday-Sunday: Low volume (20-30 calls/day)
• Mid-week spike: Special calling campaign

Reading the Bar Chart (Call Outcomes)

Bars: Each represents an outcome type

Height: Number of calls with that outcome

Healthy Distribution:

• Completed: 40-60% (high success rate)
• No Answer: 20-30% (expected)
• Voicemail: 10-20% (reasonable)
• Busy: Less than 5%
• Wrong Number: Less than 5% (good data quality)

Warning Signs:

• Completed Less than 30% (poor success rate)
• Wrong Number >10% (data quality issue)
• No Answer >50% (timing problem)

Example:

• Completed: 450 calls (55%)
• No Answer: 220 calls (27%)
• Voicemail: 100 calls (12%)
• Busy: 30 calls (4%)
• Wrong Number: 20 calls (2%)

Tooltips: Hover to see:

• Exact count
• Percentage of total
• Average call duration for outcome

Reading the Stacked Bar Chart (Dispositions Over Time)

X-Axis: Time periods (days, weeks, months)

Y-Axis: Number of calls

Stacked Segments: Different dispositions in each bar

What to Look For:

Growing "Interested" Segment: Effective messaging Growing "Not Interested" Segment: May need script adjustment High "Call Back Later": Good prospects, ensure follow-up Increasing "Needs Follow-Up": Action items accumulating

Example Pattern:

• Week 1: 60% Interested, 20% Not Interested, 20% Call Back
• Week 2: 50% Interested, 30% Not Interested, 20% Call Back
• Analysis: Declining interest rate, review and adjust approach

Reading KPI Cards

Total Calls:

• Number: 820 calls
• Trend: ↑ 15% vs last period
• Interpretation: Increased activity

Success Rate:

• Percentage: 55%
• Trend: ↑ 5%
• Interpretation: Improved contact rate or better calling times

Average Duration:

• Time: 8.5 minutes
• Trend: ↓ 1.2 min
• Interpretation: More efficient conversations or less engagement

Calls Per Day:

• Number: 27.3 calls/day
• Trend: ↑ 3.2
• Interpretation: Increased productivity

Reading the Heatmap (Call Activity by Day/Hour)

Dark/Intense Colors: High call volume

Light/Faded Colors: Low call volume

Optimal Calling Times: Darkest cells

Example Insights:

• Best Days: Tuesday-Thursday (darker rows)
• Best Times: 10am-12pm, 2pm-4pm (darker columns)
• Avoid: Early mornings (8-9am), evenings (6-8pm), weekends

Use For:

• Schedule calling campaigns
• Staff shifts planning
• Maximize contact rates

Reading the Donut Chart (Dispositions)

Center: Total completed calls

Segments: Disposition types with percentages

Healthy Pattern:

• Interested: 30-50%
• Not Interested: 20-30%
• Call Back Later: 15-25%
• Information Sent: 10-20%
• Needs Follow-Up: 5-15%

Common Use Cases

Weekly Team Performance Review

1. Open Call Activity Report
2. Set date range to "Last 7 Days"
3. Review KPI cards for team totals
4. Check success rate percentage
5. Filter by user to see individual performance
6. Export top performers for recognition

Discussion Points:

• Total calls vs weekly target
• Success rate vs benchmark (target: 50%+)
• Areas needing improvement
• Best practices from top performers

Optimizing Calling Schedule

1. Review call activity heatmap
2. Identify darkest cells (best times)
3. Note lightest cells (worst times)
4. Adjust calling schedule to match
5. Train team on optimal calling windows

Example Optimization:

• Current: 9am-5pm calling (uniform)
• Heatmap shows: 10am-12pm and 2-4pm best
• New schedule: Focus staff during peak hours
• Result: Higher success rate

Improving Call Success Rate

1. Review call outcomes bar chart
2. Note high "No Answer" or "Voicemail" rates
3. Check heatmap for better calling times
4. Review wrong number percentage for data quality
5. Implement changes and monitor improvement

Action Items:

• High No Answer: Change calling times
• High Wrong Number: Data cleanup campaign
• Low Completed: Review calling approach, train team

Campaign Performance Tracking

1. Set date range to campaign period
2. Review calls over time line chart
3. Check total calls vs campaign target
4. Analyze disposition breakdown
5. Calculate campaign ROI

Metrics to Track:

• Calls made vs target
• Interested disposition rate
• Follow-ups generated
• Cost per interested prospect

Identifying Data Quality Issues

1. Filter outcomes to "Wrong Number"
2. Export list of partners with wrong numbers
3. Review patterns (specific campus, import batch?)
4. Launch contact verification campaign
5. Update records

Quality Indicators:

• Less than 5% wrong numbers = Good
• 5-10% = Needs attention

• 10% = Urgent cleanup needed

Export Options

PDF Export

Best For: Team meetings, performance reviews

Includes:

• Call volume line chart
• Outcomes bar chart
• KPI cards summary
• Date range and filters

Use Case: Weekly team meeting handout

Excel Export

Best For: Detailed analysis, individual call review

Includes:

• Call log with all details
• Partner names and contact info
• Outcomes and dispositions
• Call durations
• User assignments
• Sortable and filterable

Use Case: Performance analysis, follow-up planning, quality assurance

CSV Export

Best For: CRM integration, external reporting

Includes:

• Call records with timestamps
• Outcomes and dispositions
• Duration and user data

Use Case: Import to phone system, analytics tools

Best Practices

Setting Call Targets

Establish reasonable goals:

• Calls per user per day: 25-40 (depending on call type)
• Success rate target: 50-60%
• Average duration: 5-10 minutes (varies by purpose)
• Follow-up completion: >90%

Adjust Based On:

• Call type (cold vs warm)
• Team experience
• Contact list quality
• Organizational capacity

Daily Call Rhythm

Morning (9-10am):

• Team huddle and call assignments
• Review priorities for the day

Peak Hours (10am-12pm, 2-4pm):

• Focused calling time
• Minimize interruptions
• Use heatmap insights

End of Day (4-5pm):

• Log final calls
• Update dispositions
• Schedule follow-ups

Call Quality Over Quantity

Balance:

• Volume is important for reach
• Quality ensures meaningful conversations
• Track both metrics

Quality Indicators:

• Longer average duration (engaged conversations)
• High "Interested" disposition rate
• Low "Not Interested" rate
• Positive partner feedback

Follow-Up Discipline

Immediate:

• Log disposition after each call
• Schedule follow-up calls before end of day
• Send promised information within 24 hours

Weekly:

• Review "Call Back Later" list
• Complete all scheduled follow-ups
• Update partner records

Combining with Other Reports

• Scheduled Calls - Plan upcoming call activity
• Partner Engagement - Context for call frequency
• Follow-Up Required - Identify who to call
• Executive Dashboard - High-level call metrics

Troubleshooting

Low Success Rate (Less than 40%)

Possible Causes:

• Calling at wrong times
• Outdated contact information
• Poor call scripts
• Insufficient training

Solutions:

1. Review heatmap and adjust calling schedule
2. Verify and update contact information
3. Revise call scripts based on feedback
4. Provide training and role-playing
5. Monitor and coach team members

High "Not Interested" Rate

Possible Causes:

• Messaging doesn't resonate
• Calling wrong audience
• Poor introduction
• Timing issues (donor fatigue)

Solutions:

1. Review and update call scripts
2. Segment calling lists better
3. Train on rapport building
4. Space out calls to same partners
5. Seek feedback from prospects

Declining Call Volume

Possible Causes:

• Team burnout
• Call list exhausted
• Technical issues
• Unclear expectations

Solutions:

1. Check team morale and address concerns
2. Refresh call lists with new prospects
3. Verify phone system working properly
4. Reinforce daily call targets
5. Provide incentives and recognition

Wrong Number Rate Increasing

Possible Causes:

• Outdated database
• Recent data import issues
• Partners changing phone numbers
• Data entry errors

Solutions:

1. Launch phone number verification campaign
2. Review data import processes
3. Train staff on data entry
4. Implement phone verification on forms
5. Regular data cleanup schedule

Related Reports

• Scheduled Calls - Upcoming call planning and tracking
• Partner Engagement - Engagement correlation with calls
• Follow-Up Required - Prioritize who to call
• Executive Dashboard - High-level activity metrics

Next Steps

1. Review Current Performance: Open report and check key metrics
2. Identify Best Calling Times: Use heatmap to optimize schedule
3. Set Targets: Establish daily call and success rate goals
4. Address Quality Issues: Clean up wrong numbers and outdated contacts
5. Monitor and Adjust: Review weekly and refine approach based on data