Introduction to the Call Report

Hi everyone. We all know that monitoring both your own performance and your team's progress is an important part of a growing business. REW CRM's twenty four hour call report is designed to track and foster personal development for the teams you run, presented in an easy to understand visual format. In this video, I'll show you where you can find the twenty four hour call report and walk you through how to set permissions for each agent.

Navigating to the 24 Hour Call Report

So let's get into it. Log into the REW CRM and head to the agent's homepage.

On the bottom left corner of the screen, click on my setup.

In this modal, you'll notice a new section for the twenty four hour call report.

Click into this.

Here, you'll find the metrics for your twenty four hour call report.

By default, the report will show results for today's date.

As you can see, I currently have no data to show. So let's change the date by clicking on this dropdown.

Similar to your agent's graph, you have the ability to choose specific dates, timeframes, or select a custom range.

Interpreting the Report Metrics

Now that we have some metrics to show, let's go through what each bubble represents.

There are four metrics available.

Pink represents new leads, orange is for calls, Green for conversations, and blue for appointments.

I'll run through exactly what stacked means in just a moment.

So how does this chart work? The left side of the chart shows the totals of each metric, while the bottom shows the time of the day these metrics have occurred.

If you hover over each bubble, the system will display the summary of each activity.

Now the yellow bubble or stacked means that two or more activities have occurred with similar totals and at the same time.

For example, this bubble here shows me that two conversations and two calls have been made at three pm.

Customizing the Report View

You also have the ability to view selected metrics and a specific agent's report.

So let's say I only wanna view calls and conversations. All I have to do is click on this dropdown and deselect the other metrics I don't wanna see.

Just make sure you hit go to refresh the report.

And if I wanted to view a specific agent's report, just follow the same steps.

But this time, select your agent from the middle dropdown.

It's that simple.

Think of this chart as an additional way to provide a framework for accountability, which will help you monitor the performance of your agents and learn more about their patterns, strengths, weaknesses, and the types of clients your site attracts.

Agent Access and Permissions Overview

So are all agents able to access this feature?

Absolutely.

By default, super admins will have access to their own plus their whole team's twenty four hour call report data, and agents are able to view their own. Super admins can however manually disable or grant special permissions to a specific agent to allow them access to other agents' reports. Let's run through the process.

Setting Permissions for Agents

Navigate to the hamburger menu on the top right of the screen and head to the company page.

Select an agent you want to set permissions to.

Within the agent summary dropdown, click on permissions.

Expand the agent privileges section.

Towards the bottom, enable or disable the view twenty four hour call report box.

With this toggled on, this will grant this agent access to this feature and ability to view their own report.

Additionally, if you wish to allow this agent to view other agents' twenty four hour call report data, simply tick the add and edit agents box.

And finally, save your changes.

And that's about it for the twenty four hour call report.

If you have any questions or wanna learn more about this feature, please reach out to us at rew.com or join the conversation on our forums page.

Thanks for watching.