Learn how the Anonymous calls statistics card works within Analytics.
User Level:
Supervisor
Analyst
Anonymous Call Count
The Anonymous calls statistics card counts calls made anonymously. This allows admin and authorized supervisors or analysts to correlate the percentage of anonymous calls with pickup rates.
Analytics View
The Anonymous calls card can be found within the Statistics section of Group, Agent, or Call Log reports. As with other stat cards, the number on this card will dynamically change when Analytics filters are added or removed, or when the time range is changed.
Select the Anonymous calls card to update the call log table at the bottom of the report to show only anonymous calls for the selected period.
Anonymous Calls Success
The easiest ways to observe improvements in pickup rate after implementing anonymous calling would be to do one of the following:
Compare the
Outbound calls success ratein the current period of using anonymous calling to theOutbound calls success ratein previous periods, before anonymous calling was implemented.In your company setup, admin can designate particular groups or agents who are solely responsible for anonymous calling.
In Analytics, this would allow you to filter by group in order to see the
Outbound calls success ratefor non-anonymous call groups as a separate value from theOutbound calls success rateof an anonymous-only call group. You could then compare the values between these group types.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!