Unlock Deeper Performance Insights with REW CRM's 24 Hour Call Report
Monitoring both your own performance and your team’s progress, internally and with clients, is an important part of a growing business. In our latest Spring Release, we introduced a new feature to give you better visibility of outgoing calls to leads: the 24 Hour Call Report.
REW CRM's 24 Hour Call Report
Think of this as yet another way to track and foster personal development for the teams you run, presented in an easy-to-understand visual format. Read on to discover more about how this can be beneficial for your business.
Table of Contents
What Is The 24 Hour Call Report?
Exactly what it says—and a whole lot more!
The 24 Hour Call Report allows you to view Agent call data. It is presented in a color-coded bubble chart, illustrating the following metrics:
- New - The number of new leads coming in through the site
- Calls - The number of outgoing agent calls
- Conversations - The number of agent-client conversations
- Appointments - The number of agent appointments
- Stacked - Means that more than one metric is occurring at once. Hover over the circle to view a breakdown of the data
This data, which is custom for each Agent, serves to illustrate when and what type of client interactions are happening. Access this by going to the Agent view of the CRM, selecting My Setup, and then clicking on “24 Hour Call Report” in the bottom right corner. This will then open up a new window with the graph and metrics. For an in-depth tutorial on how to use this feature, read our Spring Release blog post.
Finding the 24 Hour Call Report via My Setup in the Agents page
But the 24 Hour Call Report doesn’t just record data from the last day. You can toggle the date features to view the past 7 days, past 14 days, and more, including a custom date range.
This feature is available to Admins, however an additional permissions can be toggled so that individual Agents can view all of the call reports company-wide—as opposed to just their own data.
How To Use The 24 Hour Call Report To Your Advantage
With the 24 Hour Call Report, it’s now easier to pinpoint individual Agents’ performance. Think of it like an easy way to provide a framework for accountability, while also illustrating changes over time.
For businesses, this can be exceptionally helpful to monitor the performance of your agents, and ultimately learn more about their patterns, strengths, weaknesses, and the types of clients that your site attracts.
Example of Agents call performance during the day
As an example, an Agent who has significantly more calls at a certain time of day might want to rework their schedule around this for maximum productivity or attempt to balance this out by moving certain tasks around. This also might say a lot about your clientele and what they prefer, as well.
You might observe that the number of Appointments may have decreased over the past 3 months, and this might be something that you address internally. Or, there might be an increase in how many New Leads turn into Calls, which later turn into Appointments. There are numerous ways for the data to appear as well as what action plans you can take once interpreting the data.
The best part is, you can easily see how your changes have impacted the data and the performance of your team!
REW CRM's 24 Hour Call Report feature helps monitor team performance and personal development through visual metrics tracking. In this video, learn where to find this feature, how it works and where to set permissions for Agents.
How To Use The 24 Hour Call Report
Upgrading To The Latest Renaissance Platform
The 24 Hour Call Report, along with many of REW’s newest features, is available on the GKE platform. If you’re currently using an older system, upgrading to Renaissance gives you access to the latest AI capabilities, performance enhancements, and continuous feature updates. Not sure where your platform stands or what the upgrade involves? Check out our blog on upgrading or contact our team to learn more.
Benefits of upgrading to the latest Renaissance
24 Hour Call Report FAQ
What is the 24 Hour Call Report in the REW CRM?
The 24 Hour Call Report is a feature that provides a visual overview of agent call activity using a color-coded bubble chart. It tracks key metrics like new leads, outgoing calls, conversations, and appointments to help you better understand performance.
What metrics are included in the 24 Hour Call Report?
The report highlights four main metrics: new leads, calls, conversations, and appointments. It also includes a stacked view, allowing you to see when multiple activities occur at the same time, with detailed breakdowns available on hover.
Can I view data beyond just the last 24 hours?
Yes, while it’s called the 24 Hour Call Report, you can adjust the date range to view data from the past 7 days, 14 days, or even set a custom range for deeper analysis over time.
Who can access the 24 Hour Call Report?
The feature is available to Admins by default, but permissions can be enabled to allow individual agents to view company-wide data, not just their own performance.
How can the 24 Hour Call Report improve team performance?
It helps identify patterns, strengths, and areas for improvement by showing when and how agents interact with leads. This makes it easier to build accountability, optimize schedules, and track how changes impact overall performance.
Is the 24 Hour Call Report available on all REW platforms?
No, the 24 Hour Call Report is only available on REW’s latest Renaissance platform, which runs on GKE. If you’re using an older system, upgrading is required to access this feature, along with the latest AI tools, performance improvements, and ongoing feature updates. Contact us for more details.