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How do I see how callers responded to my offer

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"How do I see how callers responded to my offer?"

 

The fields that Call Center uses to record a caller's responses to an offer are stored at the Program level. If your offer gives callers a choice of options or upsells, you can see how they responded to those choices by including Program Specific Fields in your report:

 

  • Select the Reports | Report Tool menu item
  • If you want to see how an individual caller responded, set the Report Type: to "Calls Received - Detail". If you want to see how callers responded in general, set the Report Type: to "Calls Received - Group ".
  • Use the Where: section's Program Name field to specify the name of the Program you wish to examine
  • Check the Program Specific Fields checkbox in the Show Fields: section
  • Click Run Report

 

Now, your query form will contain all the specific fields available for this Program in the Show Fields: and Where: sections. You can use these to find out how callers responded to particular parts of your offer:

 

  • Select the fields you want to show by checking them in the Show Fields: section. To sort the report more meaningfully, you can Group By: the fields you are looking for. This will aggregate the results by those fields.
  • If you want to filter the responses, type your selection criteria in the appropriate Where: field
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Last modified
14:01, 11 Sep 2014

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