Call Reports

Overview

The Call Reports feature provides powerful analytics and insights about your partner communications. Use these reports to understand communication patterns, measure engagement effectiveness, and make data-driven decisions about partner outreach.

What are Call Reports?

Call Reports transform your call history data into actionable insights through:

• Summary metrics showing overall performance
• Visual charts and graphs for trend analysis
• Breakdowns by type, outcome, priority, and more
• Partner engagement analytics

This helps you answer questions like:

• How many partners did we contact this month?
• What's our most effective communication method?
• Which partners need more attention?
• Are we following up effectively?

Accessing Call Reports

1. Navigate to the Call Reports page
2. The dashboard will load with default filters (usually last 30 days)
3. Use filters to customize your view

Understanding the Dashboard

Filter Controls

At the top of the dashboard, you'll find filters to customize what data you're viewing:

Date Range:

• Quick Presets: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month
• Custom Range: Select specific start and end dates

Communication Type:

• Filter by Phone Call, Email, SMS, Meeting, Video Call, Letter, or Other
• Leave blank to see all types

Direction:

• Inbound: Only communications initiated by partners
• Outbound: Only communications you initiated
• Both: All communications (default)

Call Outcome:

• Filter by specific outcomes (Completed, No Answer, etc.)
• Useful for analyzing success rates

Call Disposition:

• Filter by ministry results (Prayer Request, Donation Discussed, etc.)
• Helps understand engagement quality

Priority:

• Filter by Low, Medium, High, or Urgent
• Analyze your priority distribution

Partner:

• View reports for specific partners
• Useful for individual partner analysis

Applying Filters

1. Select your desired filters
2. Click "Apply Filters" or "Refresh" button
3. The dashboard will update with filtered data
4. Use "Reset" to clear all filters and start over

Key Metrics Overview

At the top of the dashboard, you'll see summary metrics:

Total Calls

• Total number of communications in the selected period
• Compares to previous period (e.g., "↑ 15% vs last month")

Successful Contacts

• Number of calls with successful outcomes (completed, reached partner)
• Shows success rate percentage

Average Duration

• Mean length of all communications
• Useful for time management and planning

Follow-ups Needed

• Number of calls requiring follow-up
• Shows how many are overdue
• Helps prioritize upcoming work

Unique Partners Contacted

• How many different partners you've communicated with
• Measures reach and engagement breadth

Response Rate

• Percentage of outbound calls that got responses
• Indicator of engagement effectiveness

Understanding the Charts

Call Volume Trend

What it shows:

• Number of calls over time
• Usually shown as a line or bar chart
• X-axis: Time periods (days, weeks, months)
• Y-axis: Number of calls

How to use it:

• Identify busy and slow periods
• Track communication consistency
• Spot trends (increasing or decreasing engagement)
• Plan staffing and resources

Call Duration Trend

What it shows:

• Average call duration over time
• Helps understand time investment

How to use it:

• Identify if calls are getting longer or shorter
• Spot outliers that might need review
• Plan time allocation for partner calls

Call Outcomes Breakdown

What it shows:

• Pie chart or bar chart of call outcomes
• Shows distribution: Completed, No Answer, Voicemail, etc.

How to use it:

• Measure success rate (completed calls)
• Identify contact challenges (high "No Answer" rates)
• Improve timing and approach
• Assess contact information quality

Healthy metrics:

• 60-70%+ Completed
• Low Wrong Number (indicates good data)
• Reasonable Voicemail/No Answer rates

Call Dispositions Breakdown

What it shows:

• Distribution of ministry outcomes
• Shows what your calls accomplish

How to use it:

• Understand the nature of partner interactions
• Identify common needs (prayer requests, information needs)
• Measure ministry impact
• Adjust communication strategies

Priority Breakdown

What it shows:

• Distribution of calls by priority (Urgent, High, Medium, Low)

How to use it:

• Ensure priorities are balanced
• Avoid over-using "Urgent"
• Check if enough attention goes to High priority items

Healthy metrics:

• Small percentage Urgent (5-10%)
• Larger percentage Medium/Low (70-80%)
• Indicates sustainable, proactive communication

Call Direction Analysis

What it shows:

• Ratio of Inbound vs Outbound calls

How to use it:

• Measure partner engagement (more inbound = more engaged)
• Ensure proactive outreach (sufficient outbound)
• Balance reactive and proactive communication

Healthy metrics:

• Ministry context varies
• Generally 60-70% Outbound shows proactive engagement
• Growing Inbound percentage shows increasing partner trust

Communication Type Distribution

What it shows:

• Breakdown by method (Phone, Email, SMS, etc.)

How to use it:

• Understand preferred communication channels
• Ensure multi-channel approach
• Adapt to partner preferences

Top Partners by Call Volume

What it shows:

• Table listing partners with most communications
• Usually shows partner name, call count, and last contact date

How to use it:

• Identify highly engaged partners
• Ensure you're not neglecting others
• Recognize relationship strength
• Balance attention across partner base

Calls by Hour of Day

What it shows:

• Heat map or bar chart showing when calls happen
• X-axis: Hours of the day (e.g., 9 AM, 10 AM, etc.)
• Y-axis: Number of calls

How to use it:

• Identify best times to reach partners
• Optimize your schedule
• Find patterns (e.g., mornings work better)
• Avoid low-response times

Using Reports Effectively

Weekly Review

Every Monday:

1. Filter for "Last 7 Days"
2. Review Total Calls and Success Rate
3. Check Follow-ups Needed
4. Plan the week's calls based on insights

Monthly Analysis

End of Each Month:

1. Filter for "This Month"
2. Compare to "Last Month" metrics
3. Review all chart breakdowns
4. Identify trends and patterns
5. Adjust strategy for next month

Quarterly Planning

Every 3 Months:

1. Filter for "Last 90 Days"
2. Deep dive into all metrics
3. Identify long-term trends
4. Review partner engagement breadth (unique partners contacted)
5. Set goals for next quarter

Partner-Specific Analysis

When Needed:

1. Filter by specific partner
2. Review all their communications
3. Identify engagement patterns
4. Plan personalized outreach strategy

Interpreting Metrics

What Good Looks Like

Success Rate:

• Good: 60-75% successful contacts
• Needs Work: Below 50%
• Action: Review call timing, contact information quality

Average Duration:

• First calls: 30-45 minutes (relationship building)
• Regular check-ins: 15-25 minutes
• Too short (less than 10 min): Might not be meaningful
• Too long (>60 min): Might need better time management

Follow-up Completion:

• Good: less 10% overdue follow-ups
• Needs Work: >20% overdue
• Action: Improve scheduling and reminders

Unique Partners Contacted:

• Should grow month over month
• Plateau indicates you're not expanding reach
• Decrease indicates losing partners

Red Flags to Watch For

1. Declining Call Volume:

   • Indicates reduced outreach
   • Check team capacity and motivation

2. High "No Answer" Rate (>40%):

   • Contact information may be outdated
   • Timing might be wrong
   • Need to update partner records

3. Low Inbound Calls (less than 10%):

   • Partners not engaged enough to reach out
   • Need to build stronger relationships

4. Growing Overdue Follow-ups:

   • System not being used effectively
   • Need better processes or more capacity

5. Same Partners Every Month:

   • Not reaching new or inactive partners
   • Need intentional broad engagement

Best Practices

Regular Monitoring

1. Daily Quick Check:

   • Glance at today's metrics
   • Check follow-ups due today

2. Weekly Deep Dive:

   • 15-minute report review
   • Adjust weekly plan based on insights

3. Monthly Analysis:

   • 30-minute comprehensive review
   • Document insights and actions
   • Share with team

Data-Driven Decisions

1. Use Trends, Not Just Numbers:

   • A single metric means little
   • Look for patterns over time
   • Compare periods for context

2. Combine Metrics:

   • Don't look at metrics in isolation
   • Example: High call volume + low success rate = wrong timing or bad data
   • Example: Low call volume + high success rate = need more outreach

3. Set Baselines:

   • Track your "normal" metrics
   • Identify what deviations mean
   • Create team benchmarks

Team Collaboration

1. Share Insights:

   • Discuss reports in team meetings
   • Celebrate wins (improving success rates, etc.)
   • Collaborate on challenges

2. Set Team Goals:

   • Based on report data
   • Specific and measurable
   • Example: "Increase unique partners contacted by 20% next month"

3. Learn Together:

   • What communication types work best?
   • What times get best responses?
   • Share individual successes

Continuous Improvement

1. Test and Learn:

   • Try calling at different times
   • Experiment with communication methods
   • Use reports to measure results

2. Update Processes:

   • If data shows email works better, use more email
   • If mornings have better success, prioritize morning calls
   • Adapt based on evidence

3. Quality Over Quantity:

   • Don't chase call volume alone
   • Focus on meaningful engagement
   • Measure quality through dispositions and outcomes

Exporting Reports

Depending on your system permissions:

1. Look for an "Export" or "Download" button
2. Choose format (PDF, Excel, CSV)
3. Use exported data for presentations or further analysis

Common Questions

Q: Why don't my numbers match what I expect?

A: Check your filters. Make sure date range and other filters are set correctly. Remember the dashboard shows only data matching your current filters.

Q: How often is the report data updated?

A: Reports typically update in real-time or within a few minutes of logging calls. Refresh the page if you just logged calls and don't see them reflected.

Q: Can I see reports for other team members?

A: Depends on your role. Team leads and administrators typically see team-wide reports. Regular users may only see their own data.

Q: What date range should I use?

A: For regular monitoring, use "Last 7 Days" or "Last 30 Days". For strategic planning, use "Last Quarter" or "Last Year". For specific campaigns, use custom dates.

Q: How do I know if my metrics are good?

A: Compare to your previous periods. Improvement = good. Also compare to team averages if available. Your supervisor can provide guidance on targets.

Q: Can I schedule automated reports?

A: Check with your system administrator. Some systems support email delivery of weekly or monthly reports.

Q: What should I do if I notice concerning trends?

A: Document the trend, discuss with your supervisor, and create an action plan to address it. Use the insights to improve.

Q: How much time should I spend on reports?

A: Daily: 2-3 minutes. Weekly: 10-15 minutes. Monthly: 30-45 minutes. Don't over-analyze; focus on actionable insights.

Related Topics

• Call History - Learn how to log calls that generate report data
• Scheduled Calls - Plan calls to improve your metrics
• Managing Partners - Ensure partner data is accurate for good reporting