The Inbound Call Report within Encompass is where you can find all the info on the individual calls that come in to your store via your IVR number.

Within the report is where you will view all your inbound calls, as well as listen to your voicemails and view your voicemail transcriptions. Let's take a look at where to find this report, and how to use it!

First, you can find your Inbound Call Report under the CRM menu. Hover over the menu and click on Inbound Call Report to view. All store users have access to this report!

Filtering the Inbound Call Report

Once you're in the report, you'll see some familiar filters at the top of the screen that will help you filter by date or location. Click 'Update' to apply your filters. You can also Export your report by clicking 'Export'

Summary Widgets

Below your filters, you will find widgets that summarize your report data for the selected filters.

Now we're ready to dive into the report. Below your filters, you'll see a handy guide that will help you decipher the outcome of your calls:

Customer was Xferred to Store: This means the call was successfully transferred to the store.

Voicemail: This means a voicemail was recorded from the call and available to listen to.

Transcription: This means the voicemail was transcribed and can be read.

SMS Sent: This means the caller requested an SMS sent to them with the information they obtained from the call.

Now, let's look at the list of calls and the information you'll receive from each one:

Store: Lists the store the call came in to.

Customer: Lists the phone number where the call came in.

Call Date/Time: Displays the date of the call and the time.

Duration: Shows the full duration of the call from when the call connects to hang up. This is rounded to nearest full minute.

Actions: Action uses the icons within the key to tell you the outcome of the call.

Called Back: Displays a phone and arrow icon if the customer was called back.

To listen to a voicemail for a particular call, simply click on the Voicemail icon under Actions for that call. A modal will pop up allowing you to play the Voicemail. Click the play button to play the voicemail.

You can click anywhere within the duration of the voicemail to revisit part of the voicemail, or click at the very beginning to replay the whole thing.

If a transcription is available* for the call, you will see the transcription below the voicemail:

*You must opt-in to receive call transcriptions. Additional charges may apply.

This report is great to track how many calls are coming in to your stores and keeping up with returning voicemails. If you have any questions about your call reporting, please reach out to support@cprencompass.com.