This report provides the consolidated Call outcomes logged by the Talker (Sales Rep) and Dialing Agents (DA) as separate sections, during the date range selected.

1. Either you can choose the product(s) for which the report is to be retrieved or can leave the Product field 'blank' to retrieve the report for all the products you licensed. Reports associated with the selected product along with generic reports will appear under the Report Type dropdown.

NOTE: When the product field is left blank, only Generic reports will appear under Report Type.

2. Select the report type ‘Koncert - Call Outcomes’ and the required Date Range from the respective fields. By default, the Users field will be displayed with your name (logged-in user name).

NOTE: The Start Date and End Date fields will be enabled only when ‘Custom’ is selected from the Date Range field. Also, the Teams dropdown will only be enabled for Managers to select. Users associated with the team(s) selected will be listed under the Users dropdown.

3. Click on the Run Report button to retrieve the report.

NOTE: The manager can select and view the report for their team members.

Below are the default columns and their descriptions from the report:

• Conversation Results – In this section, you will find a list of call dispositions selected by the Talker for the selected date range.

• • Call Disposition – Call Outcomes selected by the Talker in the Call Disposition window.
  • Sentiment – Sentiment selected during the disposition of the call.
  • Total – Total number of each Call Outcome.
  • Ratio – Ratio of each Call Outcome.

• Attempt Results – In this section, you will find a list of call dispositions selected by the Dialing Agents for the selected date range.

• • Call Disposition – Call Outcomes selected by the Dialing Agents in the Dialing Agents portal.
  • Total – Total number of each Call Outcome.
  • Ratio – Ratio of each Call Outcome.

NOTE:

• You can customize and choose the columns for each report by clicking the Customize button and can move the desired columns from the Available Columns pane to the Selected Columns pane. Refer to the article How do I customize and view reports? for detailed information.

• Managers can schedule and send the reports automatically to the selected users for a selected period, either in excel or CSV format. Refer to the article Schedule and send Reports for detailed information.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.