Under Reports Recent Contacts you cannot even check the calls that your VA and you had made but also use different filters available to you to enhance your search results based on the different dates you select. Also, you can easily export the results that you have filtered out from the report and even edit the call result.
While being on your Dashboard you can click on the Report link in your main menu to navigate to Reports, as shown in the below screenshot.
After you have moved to the Reports page you can click on Recent Contacts link under Reports to navigate to Recent Contacts page, as shown in the below screenshot.
On Recent Contacts report page you will see the Agent information for the connected calls, Call Type showing whether the call was inbound or outbound, Date/Time when the call was made, Call From shows the phone number from which the call was actually dialed within your campaign, Customer Number shows the phone number of the lead that has been dialed, Customer Name shows the Contact Name that was dialed, Mood shows the mood of the call that Agent has identified during dispositioning the call, under Campaign it shows the Campaign name dialing which the phone number was dialed, Call Result is the result that your Agent selected during dispositioning the call and then Duration which shows the number of minutes/seconds the call was connected.
You can click on the speaker icon which will open a small player on screen to let you listen to the call recording, as showin the below screenshot.
For calling recordings to play, it is important to enable call recording under Campaign Advanced Configuraiton settings.
If you find your Agent selected the incorrect call result and you want to change it you can simply click on the pencil icon against each result and the CALL RESULT pop-up will display as shown in the below screenshot and you can change accordingly, as displays in the below screenshot.
Recent Contacts report enables you to select the date range for the calls to display so that you can calculate easily the connected calls rate for a certain time period, as shown in the below screenshot.
In the Recent Contacts report, you can use the filter feature to filter the calls based on call types if you wish to see only inbound or outbound calls only, as highlighted in the below screenshot.
You can also look for calls made by any specific Agent of yours by selecting the Agent name under filter's Agents option, as shown in the below screenshot.
You can also filter the Recent Contacts Report for specific duration of the calls as shown in the below screenshot. You have options as Less than 30 seconds, 30 seconds-1min and more than those 2 options, as shown in the below screenshot.
As shown in the below screenshot, you can also filter the calls by specific Campaign name so that you can calculate the results for any particular campaign as how it is performing.
You can also use filter to display the calls according to the specific mood assigned to the calls by your Agent, as shown in below screenshot.
You can easily calculate the connectivity ratio by selecting a specific date and then take note of the Total records found at the bottom of the report and then use the filter to select call results that you actually talked to whether they were Successful Sale, DNC, Follow Up calls and Wrong Numbers as if someone got connected and said its the wrong number. Once you use the filter you will see only a few calls display depending on your filter. For example, you dialed a total of 50 calls out of which you connected to only 7 calls, so the calculation will be like 50/7=7.14%. The industry standard is 5-8%.