Overview
The User Call Status Report in SalesExec provides an overview of call activity by user (agent), summarizing their call statuses over a selected period. It’s useful for managers to monitor performance, track call volume, check completion rates, and audit user-level calling behavior for quality control or compliance.
Key Functionality
Call Summary by Agent — Aggregates total calls made, answered, missed, abandoned or completed per user.
Call Status Breakdown — Distinguishes calls by outcome (e.g. answered vs no-answer, inbound vs outbound, transferred calls, etc.).
Date Range Selection — Allows filtering calls by customizable date ranges for flexibility in reporting.
Filter & Segment Options — Filter by user, queue, phone number, call type (inbound/outbound/transfer), and disposition for focused reviews.
Performance Metrics — Provides mean call duration, average answer time, number of transfers, and other performance indicators.
Exportable Report — Allow export or download of user-level call status data for external review, archiving, or analysis.
How to Use This Feature
Navigating to the Report
This report should be visible from the side toolbar, in the same section where your Home page is located under Call Status. If this tab is not visible for you, it may be restricted by your administrator.
Using the Report
This report segments into five major subgroups that update in near realtime as users are making calls, logging off, or going unavailable.
Available: These users are available to make an outbound call or receive an inbound one.
Not Available: These users have flagged themselves unavailable and can no longer receive inbound calls but could make outbound calls.
On-Call: These users are currently on a call with a customer or are in the process of connecting with a caller.
On Cooldown: A user who is on cooldown just completed an inbound call and are placed in a cooldown status before the next call. Configure your Cooldown settings within the Queue options within your call flows.
Logged Out: These users are currently logged out of the Lead Management System and are not able to conduct outbound calls or receive inbound ones.
Agent Summary
The Agent Summary gives managers a quick snapshot view of what a user has done within the last 24 hours. It provides vital insights related to the number of calls completed and how much of their time was spent Available and Unavailable.
Creating User Filters
If you are a sales manager, you can create team filters by merely selecting which users you want to view. Select Save As to create a custom filter; you can quickly refer to when you need it.
Best Practices
Run User Call Status Reports weekly or monthly to monitor individual and team call performance.
Use filters to isolate high volume agents, or those with repeated missed/abandoned calls for coaching or review.
Combine this report with lead-quality or conversion data to understand not just call volume but effectiveness.
Archive periodic reports — especially if you’re subject to compliance or internal auditing requirements.
Use the data to balance workloads, adjust dialing assignments, or identify underutilized user capacity.
Troubleshooting
Report shows zero calls for a user who made calls → Confirm that call logging was enabled and that user call permissions include reporting access.
Call statuses look inconsistent or incorrect → Ensure that call flows and dispositions are properly configured in RingResponse (inbound/outbound, transfers, etc.).
Exported data doesn’t match on-screen results → Check if filters or date ranges were changed before export.
Some calls missing from report → Verify call logs for system errors, and confirm that calls were completed (not abandoned before connection).
Export fails or is slow for large date ranges → Try splitting the date range into smaller intervals or applying user/queue filters for better performance.