Tracking Phone Calls per Rep

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Posted on by honeybear

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Hi Community,

My sales reps have a hard time knowing how many phone calls they've had every day, and it's an important KPI for them. We use Ring Central and all of the calls are successfully logged in Dynamics.

Is there a way for a rep to watch the number of phone calls per day they've made?

My thought is to create a calculated field for them within their user profile that tracks phone calls, is that possible? Is there a better way?

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NicksTuk 1,833 on at

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RE: Tracking Phone Calls per Rep

I would do this with PowerBI, showing a trend over the last x days, and present it

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honeybear 105 on at

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RE: Tracking Phone Calls per Rep

that's a good call although we don't use PowerBI -- any way to report this in real time through Dynamics?

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LuHao 40,890 on at

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RE: Tracking Phone Calls per Rep

Hi honeybear,

We can use Report Wizard to create a report of user and phone call.

Select record type to Users and Phone Calls.

Select the user range and the time range of Phone Call.

Set two groups, the first the User, the second is Actual Start of Phone Call. The Summary type are both Count.

The report is as follow.

If you want to make a tabular report, then we have to use SSRS.

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honeybear 105 on at

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RE: Tracking Phone Calls per Rep

Thank you Hao! A few questions:

1. I might not have this report configured correctly, do you know why each of the reps have two groups of calls each -- "not specified" and the grouping with the correct date?

2. I am new to reports, how can I share this report with my reps so that they can check these numbers at any time?

thanks again!

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LuHao 40,890 on at

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RE: Tracking Phone Calls per Rep

Hi honeybear,

1. "not specified" refers to the Phone Call whose Actual Start is empty. You can also use the Create On field to replace the Actual Start field as a group, because the Create On field never has a null value.

2. You can switch the visibility of the report from individual to organization so that all users can access it.

Edit the report, under Administration tab, select Organization.

If you don't want all users to have access to this report, but only some users do, then we need to share the individual report to those users.

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honeybear 105 on at

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RE: Tracking Phone Calls per Rep

Hi Hao -- question, this call report works great for some users, but for other users it double counts the calls.

I noticed that if I see that it says 'Outbound call to <phone number>' it is double counting. You can see in this screenshot there are many calls with the 'Outbound call to <phone number> in the subject and it's paired with the rep's logging of the call right after:

Do you know what some of the reps are doing to create the double-logged call?

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LuHao 40,890 on at

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RE: Tracking Phone Calls per Rep

Hi honeybear,

If they were not created manually by the user, then we can check if there is any workflow, power automate or plugin that created these phone call records.

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