Call Reporting and Analytics

Reporting & Analytics

Call Reporting and Analytics

Lead Fuel CRM tracks detailed data about your phone calls, giving you visibility into call volume, team performance, and conversation quality.

Accessing Call Reports

Key Call Metrics

• Total Calls: The total number of inbound and outbound calls in the selected period.
• Call Duration: Average and total call duration for your team.
• Answered vs. Missed: The percentage of calls answered versus missed or sent to voicemail.
• First-Time Calls: New contacts who called for the first time.
• Call-to-Lead Conversion: How many calls resulted in a new contact or opportunity being created.
• Peak Call Times: The hours and days when call volume is highest.

Agent Performance

Track individual team member call performance:

• Calls handled per agent (inbound and outbound).
• Average call duration by agent.
• Missed call rate by agent.
• Response time from missed call to callback.

Call Recordings

If call recording is enabled, access recordings from the call reports:

• Listen to recordings for training and quality assurance purposes.
• Search recordings by contact name, phone number, or date.
• Flag important calls for team review.

Missed Call Analysis

• View all missed calls with caller information and timestamps.
• See which missed calls have been returned and which are still pending.
• Set up automated SMS responses to missed calls (e.g., "Sorry we missed you! How can we help?").

Tip: Pay close attention to missed call rates during business hours. Every missed call is a potentially lost lead. If your missed call rate exceeds 10%, consider adjusting staffing or enabling the AI Voice Assistant for overflow coverage.

Need more help? Contact Lead Fuel CRM support for personalized assistance.