This article describes the information you find when you expand a row in the Call Details table of the Reporting screen. This feature is available to Admin users. Some reporting information is available on a read-only basis to Buyer and Publisher users.
You access this information by following these steps:
- From anywhere in the application, click Reporting from the left navigation bar.
- Click a report to open. If you don't have a previously saved report you want to open, click Default. The Call Details table appears as the last table on the screen.
- Find the call you want to review and click the down arrow on the left side of the row to expand it.
For information about the rest of the Reporting screen, see the Reporting article.
This article contains the following sections:
Call Details Row
Each row in the Call Details table represents a call. You can click rows to select them to perform actions from the Edit Calls menu above the table. From this menu you can annotate the call to add custom reporting, block the number, adjust the payment, and send the recording for transcription.
To export and download a copy of the Call Details Report, click the Export CSV button in the upper-right corner of the panel. The Call Details Report exports include all the data from every page, not only the visible page. This download may take longer than others due to data size.
Each row in the table has a color-coded triangle in the upper left corner. The colors indicate the call results:
- Green: Live
- Red: Blocked
- Yellow: Completed-No Conversion
- White: Completed-Conversion
You can hover your mouse over the triangle to show a tooltip with the meaning of the color.
The row contains several columns of information. You can customize which columns to show by clicking Customize Columns from the menu above the table. The list of columns is too long to list here, but after you add a column to your display, you can see a description by hovering your mouse over the column header. Click a column header to sort the table by that value. Click the column header again to reverse the sort order.
You can hover over a value in any of the columns to show a menu where you can open the item (if applicable), filter the report to include only rows with that same value, or copy the value into your clipboard.
Three particular columns let you engage with this record:
- The Recording column contains an icon you click to play the call recording, if one exists.
- The Transcript column contains an icon you click to see the call recording transcript, if you have sent the recording for transcription. See Call Transcription for more information.
- The Actions column contains icons to block the number the call came from, add tag annotations, or adjust the call payout. Note these actions are also available from the Edit Calls menu above the table.
You click the down arrow on the left side of the row to open more details about the record. The expanded record shows the following tabs:
- Events Tab
- Record Tab
- Tags Tab
- Ring Tree Events Tab (if applicable)
- Transcript Tab (if applicable)
The following sections describe these tabs in more detail.
Events Tab
The Events tab shows every step of the call's journey. The following image shows the first three steps for a call: the Routing Plan, Ring Tree Pinging Summary, and Target Dialed steps.
This example goes on with the following kinds of steps:
- Connected: Indicates when the call connected and to which target.
- Completed: Contains details about when the call completed, how long it was, and its cost.
- Payout Call: Contains details about the payout for the call.
- End Call Source: Indicates who ended the call. Can contain Caller (the lead ended the call), System (Ringba ended the call, probably because no targets were available to receive it), and Target (the target ended the call; contact the target for more information).
- Recorded: Contains the timestamp of the recording and the URL.
- Transcription Requested: Contains information about the call recording being sent for transcription.
- Transcription: Contains information about the call recording transcript.
This is not an exhaustive list of the events possible for a call. Review the Events tab for a call any time you want to verify that your calls are working or research the path of a certain call.
Record Tab
The Record tab provides basic details about the call and how it was tracked in the Ringba platform. The following image shows the Record tab with information like the names and IDs for the campaign, publisher, target, and buyer. Plus, it also has the inbound call ID, dialed number, and other information about the call.
The example goes on with additional information about the cost, payout, and profit as well as information about bids, recordings, and transcription. This is not an exhaustive list of the information you find on this tab. Use the Record tab to help you in your compliance and quality assurance processes.
Tags Tab
The Tags tab includes all the attribute data that Ringba’s call tracking engine has gathered about the call. For example, you can find the Geolocation, Technology / Device, Connection Info, and Caller Information. The following image shows tags captures about the call, time, date, and campaign.
The example goes on to contain tags about the publisher, inbound number, dialed number, call length, and how the call ended. This is not an exhaustive list of the tags that can appear in this tab. Custom tags from URL Parameters and Tag Annotations can also be found in this section. Tags are particularly useful as they can be used for Call Routing and creating dynamic call flows. See Tag Routing Filters for more information.
Ring Tree Events Tab
The Ring Tree Events tab shows details of the call's journey through the ring tree. The following image shows the first three steps for a call: the Ring Tree Raw Result, Ring Tree Target Success, and another Ring Tree Raw Result.
The example goes on to contain another Ring Tree Target Success event. This is not an exhaustive list of the types of events you can find on this tab.
Transcript Tag
The Transcript tab is where you can send a call recording for transcription or find the transcript of a call recording that has already been transcribed. There is a fee associated with transcribing call recordings. See Call Transcription for more details.
If the call is eligible for transcription, you can find a button to start the process on this tab. You can also start the process for one or more call recordings using the Edit Calls menu.
Once the transcription process is complete, you can return to this tab to see the text of the transcript.