Engage Reporting

Engage Reporting

Use the Reporting tab to create reports based on Engage data including: user who answered, call outcome, duration, and more.

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Create an Engage Report

Date Range

Begin by selecting the start date range for which you’d like to report on. Click on the calendar icon to select a date range and click Run Report.

Columns

Select the columns to include in your report by clicking Columns. The job report includes these columns by default:

• Customer Phone: Customer phone number

• Customer Name: Customer name

• Existing or New: Existing or new customer

• Phone Line Name: Friendly name of Engage phone line

• Phone Line Number: Engage phone number

• Phone Line Lead Source: Lead source attached to phone line

• User Who Answered: Engage user who answered

• Call Type: Incoming or outgoing

• Call Outcome: Answered, missed, or unanswered

• Date/Time: Date/time of call

• Duration: Call duration

• Voicemail: Click to play voicemail

• Call Recording: Click to play call recording

• Call Notes: Call notes

Filters

Before running the report, set filters to narrow your results. From the Filters icon, select how you want to filter the report:

• Customer Phone: filter by contents

• Customer Name: filter by contents

• Existing or New: select existing or new

• Phone Line Name: select name

• Phone Line Number: select number

• Phone Line Lead Source: select lead source

• User Who Answered: filter by contents

• Call Type: select type

• Call Outcome: select outcome

• Date/Time: filter by date

• Duration: filter by contents

• Call Notes: filter by contents

When filtering by contents, you will need to choose an operator and then enter values to filter the data. Use the table below to learn more about each operator.

Operator	Retrieves Data	Example	Data Retrieved
Equals	Equal to a specified value	Created By - Equals Tom Gause	For all records created by Tom Gause only
Not Equal	Different from a specified value	Tag - Not Equal to HVAC	For all records except those using the HVAC tag
Less Than	Lower than a specified value	#ID - Less than 1144	For all records below #1144
Less Than or Equal To	Lower than or equal to a specified value	Job Date/Time - Less than or equal to 12/13/2023	For jobs scheduled before or on 12/13/2023
Greater Than	Greater than a specified value	Job Duration - Greater than 60 minutes	For jobs in the In Progress status type for over 60 minutes
Greater Than or Equal To	Greater than or equal to a specified value	Job Date/Time - Greater than or equal to 1/1/2024	For jobs scheduled on or after 1/1/2024
In Range	Including and between two specified values	#ID - Between 1225 and 1236	For all estimate records with #IDs between 1225 and 1236
Starts With	Begins with a specified value	Title - Annual	For all job records beginning with Annual
Ends With	Ends with a specified value	Location - TX	For all job locations ending with TX
Blank	No values are in the field	Subtitle	For all job records with blank subtitles
Not Blank	Values in the field	Notes	For all job records with values in the notes field

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Have additional questions?

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