Calls by Tag Custom Report

This feature is available for the Calls & Texts Advanced plan and higher. Use our help article to see or change your pricing.

Getting Started

You can create a custom report that shows the total number of calls involving enabled tags in your account, with a breakdown of the types of calls for each tag you select. 

Learn more about creating tags in this help article

Create a Calls by Tag Custom Report

Use these instructions to create a custom report that identifies the types of calls involving enabled tags in your account.

For example: You can use this setup to create a custom report that shows the total number of calls involving your enabled tags for any tracking number in any company. The table that's created for this kind of report includes the total number of calls involving specific tags, as well as a breakdown of how many of those calls were answered, missed, first-time, etc.

  1. Click Analytics in the navigation bar on the left, then select Reports at the top of the page.

  2. Click on Create Report from the Custom list of reports in the left menu.

  3. Find the Calls by Tag option and click Create Report.

  4. Name your report by clicking the pencil icon at the top of the page or select Rename Report within the Report Options drop-down. You can update the name of your report at any time.

  5. Choose the type of graph you want to see. You can either select a word cloud or a bar graph.


    Screen_Shot_2020-05-28_at_11.00.33_AM.png


    Word cloud:


    Screen_Shot_2020-05-28_at_11.09.01_AM.png


    Bar graph:


    Screen_Shot_2020-05-28_at_11.09.34_AM.png

  6. The report initially loads with a list of all enabled tags for calls in your account. Each column displays an aggregated total of the different types of calls involving your enabled tags. The total values in bold within the top row include all calls — those with and without tags. Use the Edit Columns button to choose which columns you'd like to see on this table. If you'd like the hide the totals row, uncheck the Show Totals Row option under the Additional Information header in the Edit Columns menu.

    Screen_Shot_2020-05-28_at_12.15.30_PM.png

  7. Use the filter panel at the top of the report to determine which companies and types of calls you'd like to see.

    Screen_Shot_2020-05-28_at_11.03.40_AM.png

  8. Use the company drop-down to choose which companies should be on this report. You can select as many or as few as you'd like.

  9. Use the date range drop-down to select the timeframe for the calls you'd like to see on this report.

  10. If you choose to drill-down further, select Add Filter and pick additional filters you'd like for your report. This drop-down only shows if you're adding filters.


    Screen_Shot_2020-05-28_at_11.04.10_AM.png

  11. Optional: You can see a separate chart and table featuring details about various types of calls involving your tags by selecting the desired tag within the report. Use the Edit Columns button to choose which columns you'd like to see on this table.


    Screen_Shot_2019-03-28_at_4.57.39_PM.png

Export and Print Report

You can print or export your report to an Excel file. 

  1. Select Export at the top of the table.

  2. Choose Excel to download an Excel file of your report. If you choose to export to Excel, your report will include a cover sheet that details the filters you used to create your report.

  3. Select PDF Instructions and follow your browser-specific directions to save the report as a PDF file. You can also view this help article for more details.

  4. Click Print to print your report with the current filters and grouping applied.

Duplicating and Deleting a Custom Report

If you'd like to duplicate or delete a custom report you've created, you can do so at any time.

  1. Click Analytics in the navigation bar on the left, then select Reports at the top of the page.

  2. Click on the report you'd like to duplicate or delete under Custom on the menu to the left.

  3. Click Duplicate Report or Delete Report within the Report Options drop-down menu.

  4. Confirm your choice by clicking Duplicate or Delete.