The Production and Call Metrics Report provides a detailed analysis of call activities and production metrics. This report helps teams track performance by analyzing total calls, talk time, and other key indicators. It is accessible through the Reports section in the CRM.
Filter Options
Users can refine the report using the following filters:
Date: Select a specific date range to analyze call and production metrics:
Today
This Week
Last Week
This Month
Last Month
Custom Date Range (Allows users to specify a start and end date)
Teams: Filter results by specific teams to compare performance.
Call Metrics Sections
1. General Metrics
This section provides an overview of call performance with the following columns:
Total Calls: The total number of calls made.
Talk Time Hours: The total duration of all calls (HH:MM:SS format).
AVG Total Talk Time: The average talk time per call (HH:MM:SS format)
Inbound Calls: The total number of inbound calls received.
Outbound Calls : The total number of outbound calls made.
2. By Teams
This section breaks down call and production metrics by individual agents and teams:
AVG Total talk time
Agent: Name of the agent.
Team: The team the agent belongs to.
Credit Report: The number of credit reports requested.
Submissions: The number of applications submitted.
Enrollments: The number of successful enrollments.
Inbound Calls: The total number of inbound calls received.
Outbound Calls: The total number of outbound calls made.
Total Calls: The sum of inbound and outbound calls.
The Production and Call Metrics Report offers essential insights into call efficiency and production performance. By leveraging this report, teams can optimize strategies and improve overall productivity.