The Call Summary Report gives you a review of the calls made yesterday, today or within a custom date range.
Whether you're a Broker or Team Lead reviewing your agent's call activity, or an individual agent looking to review your own, this report is compiled in real time so you can keep a running record of call outcomes documented in CINC.
The video in the help article includes the old lead details. We are actively working to update all help an training content to reflect the update. For more information on your new lead details, CLICK HERE.
To navigate to the Call Summary Report, select Launchpad on your side navigation and then Call Summary from the options.
As a Broker, to see the leads that an agent called as well as the call notes, just select the View Leads button on the corresponding line of the agent's name (as seen below).
Step 2: Summary Report pulled after selecting a specific agent's View Leads button:
You can also select the data in the Calls or Voicemails columns respectively (as seen below) to view the leads and access their full profiles in the dashboard view.
Step 2: Leads now accessible from Dashboard:
1. What all is included in the report?
Call notes! That includes the CINC Dialer, MOJO integration, calls from the CINC Agent App and manual entries that create call notes.
2. Will this work for my pond accounts?
Yes! Since this is based on call notes, if an agent has access to the pond and leaves a call note, it will show up on that report. However, if that lead is assigned away from the pond and to another agent, that lead will not show up on their report anymore.
4. What will a team leader/broker see?
As shown in the first screenshot, a broker or team leader will be able to see all agent and all leads. If they make a note on a lead, it will show up here.
3. What will an individual agent see?
Just like regular permissions, an agent in CINC can only view leads assigned to them. The exception is the pond, see above for explanation on leads assigned to a pond.
4. How is voicemail calculated?
If the word VM or voicemail is in the call note, we determine that as a voicemail.