Call reporting

Call reporting shows every incoming and outgoing call in your HLB account in one place. You can track call outcomes, monitor team activity, listen to recordings and see where calls come from. That is useful for any business that books work over the phone.

The report has separate Incoming and Outgoing tabs, a date range selector, and a filter to show all numbers or just one.

Incoming insights show how callers reach you and what happens to those calls. Charts break calls down into answered, missed, busy, ringing and voicemail. First-time caller data shows new callers and what happened on their calls, with average and total call duration. Top call sources show where calls came from and how each source performs by volume and duration.

Outgoing insights show your team's outreach. Status charts show whether calls were connected, unanswered, canceled or failed. Agent metrics show each team member's total calls, average call length and unique contacts reached.

Other tools in the report:

• A call history table listing every call with its time, contact, status and duration, plus recording playback for recorded calls.
• A recording selector for calls that go through automated menus or transfers, which create a separate recording for each part of the call.
• Column settings to choose which data appears.
• CSV export using the same columns.

To track calls back to specific campaigns or landing pages, set up a number pool in the phone numbers area of Settings. Visitors share tracking numbers from a pool of at least 4 numbers. The page needs the tracking snippet to associate calls with their sources. The forwarding number must be an outside number, not an HLB phone number, to avoid a call loop.