Want to see how your system is performing? Learn how to use Reports below.

About Reports

ReadyMode's Reports enable you to monitor your system productivity metrics, such as Agent and Dialer activity. Most reports can be customized using Filters, and several Reports allow you to export data to review in Excel or other spreadsheet programs.

Quick Tip: If you're new to ReadyMode, we recommend starting with our most popular reports: Call Logs, Agent Report, Dialer Report, and Office Map.

Navigating to Reports

Reports are available at the bottom of the Dashboard.

Note: Permissions are required to view Reports.

The following Reports are available:

• Audit Logs (1) - Keep track of changes made to your system. 
• Call Logs (2) - Review logged calls made by your Agents. 
• Productivity Report (3) - Daily overview of your agents' performance.
• Dialer Report (4) - Review background dialing activity.
• Lead Reports (5) - Currently in development. 
• Agent Report (6) - Review Agent activity for payroll.  
• Sales Reports (7) - Currently in development.
• Research Calls (8) - Look up the history for the phone number.
• Live Call Report (9) - See information about currently active calls.
• Recent Calls (10) - Search for information on specific inbound calls or transfers. 
• Office Map (11) - Monitor Agent status and manage calls directly.   
• Transaction Log (12) - Review financial transactions processed in ReadyMode. 

Audit Logs

The Audit Logs Report helps you keep track of changes made to your system, such as when Phone Numbers were ordered or deleted.

Use Filters to see data by Date, User, App/Feature, or Type.

Call Logs

The Call Logs Report enables you to review logged calls made by your Agents. Agents can also review their own calls.

Use the Filters (1) to adjust the data displayed, check the Summary view checkbox (2) to view a summary of your data, or click the Export button (3) to export your data as a CSV file. To monitor call quality, listen to or download Call Recordings (4).

Filters

The following Filters are available to customize the Call Logs Report. The Options available for each Filter are listed in table below. 

Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.

Productivity Report

The Productivity Report enables you to see a visual overview of how your team is performing.

The colored bars indicate the activity of the User throughout their shift. Red indicates that the User is logged in, blue indicates handling outbound calls, and green indicates active use of Call Results that transfer the Lead into a Queue.

Use the Filters to adjust the Date shown and Sensitivity of the display.

Dialer Report

The Dialer Report enables you to review background dialing activity on the Dialer, including the number of calls made by the Dialer and the outcome of those calls. 

Use Filters (1) to adjust the data displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.

Filters

This Report offers several Filters to enable you to customize the Dialer Report. The Date Range Filter is available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below. 

Templates

Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.

Lead Reports

The Lead Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.

Agent Report

The Agent Report enables you to review Agent activity such as payable hours, talk time and transfer rate. You can use this report to help prepare your payroll.

Use Filters (1) to adjust the data displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.

Filters

This Report offers several Filters to enable you to customize the Agent Report. The Time Range and Agent Name Filters are available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below. 

Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.

Templates

Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.

Sales Reports

The Sales Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.

Research Calls

The Research Calls Report enables you to look up the origin and history of activity on a phone number within your system.

To start, use the Number Search (1) to look up a number. If you would like to know the carrier and Do Not Call compliance status of the number, click the Look up compliance info from dnc.com button (2).

At the bottom of the page, you'll see your search results presented in 3 tables of data:

• Leads Status (3) - Information about how and when the number first appeared in your account.
• Internal DNC Entries (4) - If the number appears on your internal DNC List, you'll see relevant information here.
• Connection Logs (5) - Review information and recordings for any calls made.

Live Call Report

The Live Call Report enables you to see detailed information about calls currently underway, including both inbound and outbound calls.

Note: As this Report displays live data, we recommend not leaving it open for extended periods of time to avoid slowing down your system.

Recent Calls

The Recent Calls Report enables you to search for information about inbound calls, live transfers and TPV calls made during a specific date range, or for information about a specific number. 

To see calls made during a date range, use the Filters (1). If you adjust the Filters, use the Refresh button (2) to update the results.

To see calls from a specific number, use the Search field (3). 

If there is data available for the dates or number specified, you will see search results (1) displayed below. Use the Download CSV button (2) to download a CSV file of the search results, or click on a call (3) in the search results list to display more information.

When reviewing information for a specific call, you can adjust the Log Levels slider (1) to increase or decrease the amount of information shown.

To prevent the number from calling you again, use the Block this number checkbox (2). 

Office Map

View Office Map enables you to monitor Agent status using a Floor Map (1) and manage their calls directly. You can create additional Floor Maps if desired.

Use the Map Tools (2) to add Agent Stations to the map, view the floor map status legend, configure Playlists, and enable preview Lead Profiles for active calls.

Click on an Agent Station (3) to view Station Management Tools.

Note: The Office Map cannot be accessed when signed in with the free Admin license.

Create a Floor Map

Floor Maps are located in Folders. To create a new Floor Map, first navigate to your Admin Files Folder and select the Floor Maps Folder.

Next, click the + New icon.

Choose + New Floor Map from the options available.

Enter a name in the Name field (1) and click the Create button (2) to proceed.

You'll now see your new Floor Map available. Open it to add Agent Stations.

Adding Agent Stations to a Floor Map

Using the Agent drop-down menu, select a User to add. Once the Agent Station appears, drag and drop it on to the map in the desired location.

Note: Users must be logged in to appear in the drop-down menu.

Station Management Tools

To access these Tools, click on an Agent Station on a Floor Map.

• Remove station (1) - Remove the selected Station from the Map.
• Manage Extensions (2) - Add or update extensions for the Agent or Station.
• Call Management (3) - Call the Agent or manage their active call.
• Session Management (4) - Change the Agent's Availability Mode.
• Agent Stats (5) - See how the Agent has logged their time.
• Queue Information (6) - See what Queues the Agent is part of.
• Current IP (7) - See the current IP Address of the Agent.

Call Management

Using the following options, you can open a management session with your Agent. 

• Listen (1) -  Listen in to the Agent's active call. Neither the Agent nor the other party will be able to hear you. To end this session, open the Dial Pad and click the End Call button.
• Whisper (2) - Listen in to the Agent's active call. If you speak, the Agent will be able to hear you, but the other party will not. To end this session, open the Dial Pad and click the End Call button.
• Barge (3) - Join the Agent's active call. If you speak, the Agent and the other party will be able to hear you. To end this session, open the Dial Pad and click the End Call button.
• Call (4) - Call the Agent directly.

Note: If Display Monitoring is enabled in your VOIP Settings, the Agent will be able to see that they are being monitored.

Transaction Log

The Transaction Log Report enables you to review financial transactions processed in ReadyMode using the Billing App.

Use Filters (1) to display data by Transaction Type, Date range, Account Manager, Client ID or Page number. Check the Summary checkbox (2) to view a summary of your data, or click the Download CSV button (3) to export your data as a CSV file. To refresh the results to include the most recent transaction, click the Refresh button (4).