Call Summary Report Follow

View the summary and insights of each call activity.

This report provides a detailed overview of your call activities, offering key metrics and insights for each call. It enables teams to analyze call performance and derive actionable insights to improve customer interactions and team efficiency.

This report is helpful as it helps to understand call performance and customer sentiment at a glance.

How this report benefits specific roles:

• Sales Managers: Monitor team performance by analyzing call durations, sentiments, and engagement trends. Use insights to coach team members and improve overall productivity.

• Customer Success Teams: Identify customer sentiment trends to address concerns promptly and enhance customer satisfaction. Use participant and tracker details to follow up effectively.

• Support Teams: Assess call efficiency and sentiment to optimize support quality and response times.

Add this report to your dashboard by clicking on Add Widget and choosing the conversations filter on the left panel then selecting the report and clicking on the Add to Dashboard option.

• Try filters like time, period, or users to view the report accordingly.

Columns Displayed in the Report are: 

• Call ID: Here it shows the unique identifier for each call.
• Title: In this column, it shows the title of the call. The title is clickable, and when clicked opens a quick view of the activity.
• Date: Displays the start date of the call.
• Duration: Indicates the duration of the call.
• Participants: Here it shows all the persons who attended the call
• Trackers: Lists the trackers found in the call. Trackers are predefined keywords or phrases that are identified during the call. They provide valuable insights into recurring themes, customer interests, or potential issues discussed.  If a tracker is found more than once, it will   only be listed only once.
• Sentiment: Displays the overall customer sentiment from the call—positive, negative, or neutral. Sentiments are derived from the tone and language used during the conversation, giving teams a quick understanding of customer emotions.
• Platform- Indicates the platform used for the call, such as Salesmate, Zoom, Google Meet, Microsoft Teams, RingCentral, Dialpad, or Telephony.