How to Create an Engage Report

Build a custom Engage call report in FieldPulse over any date range, then choose columns and filters to see who answered, call outcomes, and lead sources.

Who uses this: Admins, Team Managers, and Service Agents — Assignment Users and Limited Agents don’t have access to Engage. Availability: United States and Canada · Engage add-on.

An Engage report shows your call activity over a date range — who answered, whether each call was incoming or outgoing, the outcome, the duration, the lead source, and more. You build the report from the Reporting tab in Engage, then choose the columns and filters that answer the question you’re asking.

Overview

The Engage report shows how your team handles calls instead of leaving you to guess. Set a date range and run the report, then narrow it with columns and filters — for example, calls by the user who answered, missed calls over a period, or calls tied to a specific lead source. The report reads Engage call data, so every incoming and outgoing call on your Engage lines is available to report on.

Video walkthrough

Watch a start-to-finish walkthrough of building an Engage report, then follow the written steps below.

Video walkthrough: Creating an Engage report

Before you begin

• Engage must be enabled on your account. Contact the FieldPulse team through the in-app chat or at [e-mail] to turn it on — see Engage Overview.

• You need a role with Engage access — Admin, Team Manager, or Service Agent. See Engage User Roles Details.

Create an Engage report

1. In Engage, open Settings and select the Reporting tab.

2. Select the calendar icon and choose the start and end dates you want to report on.

   

3. Select Columns to choose which columns appear in the report. See the Default columns table below.

4. Before running the report, select the Filters icon to narrow the results. See the Filters section below.

5. Select Run Report.

Default columns

The Engage report includes these columns by default. Select Columns to turn any of them on or off.

Column	What it holds
Customer Phone	The customer’s phone number.
Customer Name	The customer’s name.
Existing or New	Whether the caller is an existing or new customer.
Phone Line Name	The friendly name of the Engage phone line.
Phone Line Number	The Engage phone number.
Phone Line Lead Source	The lead source attached to the phone line.
User Who Answered	The Engage user who answered the call.
Call Type	Incoming or outgoing.
Call Outcome	Answered, missed, or unanswered.
Date/Time	The date and time of the call.
Duration	The length of the call.
Voicemail	Select to play the voicemail.
Call Recording	Select to play the call recording.
Call Notes	Notes left on the call.

Filters

Set filters to narrow your results. From the Filters icon, choose how to filter each field:

Field	How you filter it
Customer Phone	By contents.
Customer Name	By contents.
Existing or New	Select existing or new.
Phone Line Name	Select a name.
Phone Line Number	Select a number.
Phone Line Lead Source	Select a lead source.
User Who Answered	By contents.
Call Type	Select a type.
Call Outcome	Select an outcome.
Date/Time	By date.
Duration	By contents.
Call Notes	By contents.

When you filter by contents, choose an operator and then enter the values to match. The operators work the same way across FieldPulse reports:

Operator	Retrieves data	Example	Data retrieved
Equals	Equal to a specified value	Created By — Equals Tom Gause	Records created by Tom Gause only
Not Equal	Different from a specified value	Tag — Not Equal to HVAC	All records except those using the HVAC tag
Less Than	Lower than a specified value	#ID — Less than 1144	All records below #1144
Less Than or Equal To	Lower than or equal to a specified value	Date/Time — Less than or equal to 12/13/2023	Records on or before 12/13/2023
Greater Than	Greater than a specified value	Duration — Greater than 60 minutes	Records longer than 60 minutes
Greater Than or Equal To	Greater than or equal to a specified value	Date/Time — Greater than or equal to 1/1/2024	Records on or after 1/1/2024
In Range	Including and between two specified values	#ID — Between 1225 and 1236	Records with #IDs between 1225 and 1236
Starts With	Begins with a specified value	Title — Annual	Records beginning with Annual
Ends With	Ends with a specified value	Location — TX	Records ending with TX
Blank	No values in the field	Subtitle	Records with a blank subtitle
Not Blank	Values in the field	Notes	Records with values in the notes field

Related articles

• Engage Overview

• How to Assign a Phone Number to a Lead Source

• How to Create Custom Tags in Engage

• How to Use Raw Data Reporting

Your Engage report is working when you set a date range, run it, and the columns and filters you chose narrow the call data to the exact question you’re answering — like which lead source drove the most answered calls last month.