Scheduled Calls Report

Overview

The Scheduled Calls Report helps you manage all planned phone communications with partners. Track upcoming calls, identify overdue follow-ups, monitor completion rates, and ensure no scheduled call falls through the cracks.

What Data Is Shown

This report includes five key visualizations:

Calendar View

Visualization: Calendar (if implemented)

Shows scheduled calls by date:

• Monthly calendar grid
• Color-coded call indicators
• Call count per day
• Click to view day's calls

Use Case: Visual overview of calling schedule and workload distribution.

Call Schedule Timeline

Visualization: Gantt Chart (if implemented)

Displays scheduled calls on timeline:

• Horizontal bars for call windows
• User assignments visible
• Priority indicators
• Overlapping calls highlighted

Use Case: Identify scheduling conflicts and balance workload.

Key Performance Indicators

Visualization: KPI Cards

Shows critical scheduling metrics:

• Upcoming Calls - Scheduled for future
• Overdue Calls - Missed scheduled time
• Completed Calls - Successfully made
• Completion Rate - % of scheduled calls completed

Use Case: Quick dashboard for schedule management health.

Call Status Breakdown

Visualization: Donut Chart

Categorizes all scheduled calls by status:

• Scheduled - Upcoming calls
• Completed - Successfully made
• Missed - Not completed, past due
• Rescheduled - Moved to new time
• Cancelled - No longer needed

Use Case: Understand schedule execution and identify issues.

Scheduled Calls List

Visualization: Data Table

Lists all scheduled calls with details:

• Partner Name - Who to call
• Scheduled Date/Time - When to call
• Purpose - Reason for call
• Assigned To - Staff member responsible
• Status - Current state
• Priority - Urgency level
• Last Call Date - Previous contact
• Notes - Call context

Use Case: Daily call queue and task management.

How to Use Filters

Date Range Selection

Focus on specific time periods:

• Today - Today's scheduled calls
• This Week - Weekly call schedule
• Next 7 Days - Upcoming week
• Next 30 Days - Monthly outlook
• Custom Range - Specific period

Status Filter

Focus on specific call states:

• Upcoming Only - Future scheduled calls
• Overdue Only - Missed calls needing attention
• Completed - Call history
• Cancelled - Removed from schedule

Campus Filter

View schedules by location or team:

• Individual campus calls
• Multi-campus view
• Organization-wide schedule

User/Team Member Filter

Track individual or team schedules:

• My scheduled calls
• Specific user's schedule
• Team workload view
• All users combined

Priority Filter

Focus on urgent calls:

• High priority only
• Medium priority
• Low priority
• All priorities

Purpose Filter

Segment by call reason:

• Follow-up calls
• Thank you calls
• Re-engagement calls
• Information gathering
• Specific campaign calls

Understanding the Charts

Reading the Calendar View

Grid: Monthly calendar layout

Day Cells: Show call count and indicators

Color Coding:

• Green: Calls completed
• Blue: Calls scheduled (upcoming)
• Red: Calls overdue
• Yellow: Calls today

Call Indicators:

• Number badge: Total calls that day
• Icons: High priority calls flagged

Example Day Cell:

• Date: "15"
• Badge: "5" (5 calls scheduled)
• Red border: 2 overdue from previous days
• Blue dots: 3 upcoming calls

Interaction: Click day to see detailed call list for that date

Workload Assessment:

• Evenly distributed days = Good planning
• Heavy concentration = Potential bottleneck
• Empty days = Opportunities to schedule more

Reading the Gantt Chart (Timeline)

X-Axis: Time (hours of day or days of week)

Y-Axis: Team members or partners

Horizontal Bars: Represent scheduled call windows

Bar Colors: Indicate call status or priority

Overlaps: Scheduling conflicts highlighted

Example:

• User: John Doe
• 10:00-10:30am: Partner A (Green - Completed)
• 11:00-11:30am: Partner B (Blue - Upcoming)
• 2:00-2:30pm: Partner C (Red - Overdue from yesterday)

Use For:

• Spot scheduling conflicts
• Balance daily workload
• Ensure adequate time between calls

Reading KPI Cards

Upcoming Calls:

• Number: 42 calls
• Trend: ↑ 8 vs last week
• Interpretation: Increased scheduled activity

Overdue Calls:

• Number: 7 calls
• Trend: ↓ 3 (improvement)
• Interpretation: Better completion, but still need attention

Completed Calls:

• Number: 156 calls (this week)
• Trend: ↑ 15%
• Interpretation: Strong execution

Completion Rate:

• Percentage: 82%
• Trend: ↑ 5%
• Target: >85%
• Interpretation: Good performance, slight improvement needed

Benchmark Targets:

• Completion Rate: >85%
• Overdue Calls: Less than 5% of total scheduled
• Same-day scheduling: Less than 20% (plan ahead)

Reading the Donut Chart (Call Status)

Center: Total scheduled calls in period

Segments:

Scheduled (Blue): Upcoming calls awaiting execution

• Healthy: 40-60% of total

Completed (Green): Successfully made calls

• Healthy: 70-85% of total (including past)

Missed (Red): Overdue, not completed

• Healthy: Less than 10%
• Warning: >15%

Rescheduled (Yellow): Moved to new time

• Expected: 10-20% (flexibility normal)

Cancelled (Gray): Removed from schedule

• Expected: 5-10% (circumstances change)

Example Distribution:

• Scheduled: 42 (25%)
• Completed: 125 (74%)
• Missed: 8 (5%)
• Rescheduled: 15 (9%)
• Cancelled: 10 (6%)

Healthy Pattern: Large Completed segment, small Missed segment

Warning Signs: Growing Missed segment, shrinking Completed percentage

Reading the Scheduled Calls Table

Columns Explained:

Partner Name: Who to call (click to view partner record)

Scheduled Date/Time: When call is planned

• Past dates in red (overdue)
• Today's calls highlighted
• Future dates in black

Purpose: Reason for call

• Follow-up
• Thank you
• Re-engagement
• Specific campaign

Assigned To: Staff member responsible

• Click to filter all their calls
• Reassign if needed

Status:

• Scheduled (Blue)
• Overdue (Red)
• Completed (Green)

Priority:

• High (Red) - Important prospects or donors
• Medium (Yellow) - Standard follow-up
• Low (Blue) - Nice to have

Last Call Date: When partner was last contacted

• Provides context for conversation
• Identifies long gaps

Notes: Call context and talking points

• Why scheduling call
• Topics to cover
• Important details

Sorting: Click column headers

• Sort by Date: See next calls
• Sort by Priority: Focus on urgent
• Sort by Status: Find overdue
• Sort by User: Review individual workload

Bulk Actions (if available):

• Mark multiple as completed
• Reschedule selected calls
• Reassign to different user
• Cancel calls

Common Use Cases

Daily Call Queue Management

1. Open Scheduled Calls Report
2. Set filter to "Today"
3. Sort by Priority (High to Low)
4. Sort by Scheduled Time
5. Work through list top to bottom
6. Mark as completed or reschedule

Daily Routine:

• 8:00am: Review today's schedule
• Throughout day: Make calls as scheduled
• End of day: Update statuses, reschedule misses

Weekly Planning

1. Set date range to "Next 7 Days"
2. Review calendar view for workload
3. Identify heavy days
4. Redistribute if needed
5. Add new scheduled calls to fill gaps

Planning Questions:

• Are calls evenly distributed?
• Any days overloaded?
• Any days available for new calls?
• Are high priority calls scheduled optimally?

Overdue Call Recovery

1. Filter status to "Overdue Only"
2. Sort by priority
3. Contact high priority immediately
4. Reschedule others to next available slots
5. Note reasons for misses to prevent recurrence

Recovery Plan:

• Today: Address all high priority overdue
• This week: Complete medium priority overdue
• Next week: Low priority overdue if capacity allows

Prevention:

• Set daily completion targets
• Schedule reminders
• Review end-of-day incomplete calls

Team Workload Balancing

1. Remove all filters
2. Group or filter by user
3. Compare call counts per user
4. Identify overloaded and underutilized team members
5. Reassign calls to balance

Balancing Calculation:

• Total scheduled calls: 100
• Team members: 5
• Target per person: 20 calls
• Current distribution: 30, 25, 20, 15, 10
• Action: Move 5 from overloaded to underutilized

Campaign Call Scheduling

1. Filter by Purpose (specific campaign)
2. Review scheduled dates
3. Ensure calls align with campaign timeline
4. Add additional calls if needed
5. Track completion rate for campaign

Campaign Metrics:

• Scheduled: 50 campaign calls
• Completed: 42 (84%)
• Overdue: 8
• Action: Complete overdue before campaign ends

Export Options

PDF Export

Best For: Daily call sheets, printed schedules

Includes:

• Today's or this week's call list
• Partner names and times
• Purpose and notes
• Print-friendly format

Use Case: Distribute to team for daily calling

Excel Export

Best For: Schedule management, bulk rescheduling

Includes:

• Complete call schedule
• All columns (date, time, partner, user, status, notes)
• Sortable and filterable
• Bulk update capable

Use Case: Reassign calls, reschedule multiple, capacity planning

CSV Export

Best For: Calendar imports, CRM integration

Includes:

• Call records with date/time
• Partner and user IDs
• Status and notes

Use Case: Import to Outlook/Google Calendar, sync with phone system

Best Practices

Effective Scheduling

Advance Planning: Schedule calls 3-7 days ahead when possible

Time Blocking: Group calls in focused blocks (e.g., 2-hour calling sessions)

Buffer Time: Allow 5-10 minutes between calls for notes and next call prep

Optimal Times: Use Call Activity heatmap to schedule during high-contact times

Partner Preferences: Note and honor partner preferred contact times

Daily Discipline

Morning:

• Review today's scheduled calls
• Prioritize high-priority calls
• Confirm contact information

Throughout Day:

• Follow schedule
• Update statuses immediately after each call
• Reschedule misses promptly

End of Day:

• Mark all completed calls
• Reschedule any misses
• Plan tomorrow's calls

Completion Rate Improvement

Target: 85%+ completion rate

Strategies:

1. Realistic Scheduling: Don't over-schedule
2. Reminders: Set alerts 15 minutes before calls
3. Accountability: Track individual completion rates
4. Flexibility: Allow rescheduling when needed
5. Prioritization: Focus on high-priority first

If Completion Rate Low (Less than 70%):

• Review scheduling capacity (too many calls?)
• Check for data quality issues (wrong numbers?)
• Ensure adequate staff resources
• Verify team understanding of expectations

Preventing Overdue Calls

Causes:

• Over-scheduling
• Unexpected absences
• Poor time management
• Low prioritization

Prevention:

• Buffer capacity (schedule 80% of available time)
• Daily end-of-day review
• Immediate rescheduling of misses
• Clear accountability and tracking

Combining with Other Reports

• Call Activity - Historical call performance
• Partner Engagement - Identify who needs calls scheduled
• Follow-Up Required - Partners to add to schedule
• Executive Dashboard - High-level scheduling metrics

Troubleshooting

High Overdue Call Count

Possible Causes:

• Unrealistic scheduling (too many calls)
• Staff capacity issues
• Lack of accountability
• Poor time management

Solutions:

1. Reduce daily call targets
2. Add staff or redistribute workload
3. Daily end-of-day completion reviews
4. Time management training
5. Implement completion tracking

Low Completion Rate

Possible Causes:

• Over-scheduling
• Wrong contact information
• Scheduling at poor times
• Competing priorities

Solutions:

1. Schedule fewer calls per day
2. Verify contact information before scheduling
3. Use Call Activity heatmap for optimal times
4. Protect calling time from other interruptions
5. Set clear expectations and accountability

Scheduling Conflicts

Possible Causes:

• Multiple users scheduling same partner
• Overlapping time slots
• Insufficient buffer time

Solutions:

1. Check partner last call before scheduling
2. Use Gantt view to spot conflicts
3. Implement 5-10 minute buffers
4. Coordinate team schedules
5. Use scheduling software features to prevent overlaps

Related Reports

• Call Activity - Track completed call outcomes and performance
• Partner Engagement - Identify partners needing scheduled calls
• Follow-Up Required - Generate calling list for scheduling
• Executive Dashboard - High-level calling metrics

Next Steps

1. Review Today's Schedule: Open report filtered to "Today"
2. Address Overdue Calls: Filter to overdue and reschedule or complete
3. Plan This Week: Review next 7 days and balance workload
4. Improve Completion Rate: Track daily and set >85% target
5. Schedule Follow-Ups: Add new calls from engagement and follow-up reports