Dealer Services. User Guide. Call Intelligence. Applies to Integrations with ADP Network Phone Enterprise, Network Phone ASP, and Network Phone Xpress

Transcription

1 Dealer Services User Guide Call Intelligence Applies to Integrations with ADP Network Phone Enterprise, Network Phone ASP, and Network Phone Xpress *364463* April 6, FINAL April 2012

2 These materials are the property of The Dealer Services Group of ADP, Inc. and are licensed to you for the sole purpose of giving necessary instructions in proper operation of the system. All these materials must be returned to ADP at its request. Any other use or application of these materials and the information contained herein is unauthorized and not endorsed by The Dealer Services Group of ADP, Inc. Printed material is registered by individual customer. There will be a $50 charge for every such assigned copy that cannot be recovered from the customer in its entirety originally as issued, and returned to The Dealer Services Group of ADP, Inc. upon request The Dealer Services Group of ADP, Inc. All rights reserved, including translation in the United States of America, as well as in Canada and other countries of the International Copyright Union. All rights reserved under Pan-American Copyright Conventions and under the Universal Copyright Convention. No part of these materials may be reproduced, translated, or appropriated in any form or by any means (including electronic, mechanical, or other, such as photocopying, recording, or any information storage and retrieval system) without permission in writing from the publisher. Inquiries should be addressed to: ADP, Inc. Dealer Services Group 1950 Hassell Rd. Hoffman Estates, Illinois, USA ADP-Autonom Robert Bosch Strasse Wulfrath, Germany ADP Canada Co Sheppard Avenue East, 6th Floor North York, Ontario, Canada M2K 1E ADP Dealer Services (UK) Ltd. ADP House, Rawmarsh Road Rotherham, England S60 1RU Toll-free orders: Guides and quick-reference cards Bulletins option #1 Forms and Supplies ADP-ADP-ADP in U.S.A in Canada The ADP logo is a registered trademark of ADP, Inc. CallSource and CallTrack are registered trademarks of CallSource, Inc. All Rights Reserved. CallTrack, version 3, 2007 CallSource, Inc. All Rights Reserved. Printed in U.S.A. ii

3 Table of Contents Introduction... 4 Add-on Packages... 4 Audience... 4 Manual Content... 4 Manual Organization... 4 Documentation and Training... 4 MyNetwork Phone Social Networking Sites... 4 Facebook... 5 Twitter... 5 Documentation Suggestions... 5 Accessing Call Intelligence... 6 Changing Your Call Intelligence Password... 7 Understanding the Call Intelligence Home Page... 8 Main Menu... 8 Dashboard... 9 Sending Feedback to ADP Report Configuration Reports and Administrative Rights Navigating through Reports Configuring Graph Reports Changing the Graphic Display for Graph Reports Drilling Down in Graph Reports Accessing the Call Log from Reports Understanding Report Features Quick Search Performing a Quick Search Filtering Report Data Filter Details Showing/Hiding Filter Details Date/Time Filters Filtering by Date Range Filtering by Time Range Call Details Filters Filtering by Call Duration Filtering by Call Direction Filtering by Call Status Filtering by Call Type

4 Filtering by Recorded Calls Phone Users Filters Filtering by Phone User Filtering by Number, Name, or FAC Resetting Call Filters Sorting Call Details Saving Report Templates Creating One-Off Reports from My Report Templates Sending Reports via Sending Reports One Time Scheduling Reports for Unsaved Reports Scheduling Reports for Existing Report Templates Unsubscribing from Scheduled Reports Exporting Call Intelligence Reports to PDF Exporting Call Intelligence Reports to Excel Format Changing the Call Leg Display Order on Reports Call Details Reports Call Counting Working with the Call Log Viewing the Call Log Playing a Recorded Call Playing a Recorded Call Using Adobe Flash Player Playing a Recorded Call Using Windows Media Player Using the Customer Search Feature Accessing the Call Log from ADP Drive Productivity Reports Working with Department Call Volume Working with the Department Summary Working with Employee Call Volume Working with the Employee Summary Working with FAC Call Volume Working with the FAC Summary Cost Containment Reports Managing Phone Misuse Working with Frequently Called Numbers Opportunity Reports Missed Calls Report Working with Marketing Areas Working with Ad Campaigns Ad Campaign Reports by Configuration

5 Network Phone Enterprise (Cisco) Network Phone ASP (Polycom) Network Phone ASP Only (Hosted) Ad Campaigns Calls per Ad Graph: Network Phone ASP Customers (Polycom) Ad Campaigns Calls Per Ad: Network Phone ASP Customers (Polycom) Ad Campaigns: Hosted (Network Phone ASP clients only) Exporting Ad Campaign Reports into Excel Format Working with the Directory Calling Co-workers Setting up Automatic Notifications Managing Call Intelligence Settings Managing User Accounts Viewing and Updating User Details Changing the Login Password Managing the Call Tracking Login Managing User Permissions Adding Permissions for a New User Changing User Permissions Maintaining Other Users Saved Report Templates Updating the Schedule for Saved Report Templates Deleting Saved Report Templates Maintaining Group Configurations Adding New Groups Editing Groups Deleting Groups Maintaining Notification Configurations Editing Notifications Deleting Notifications Maintaining Department Aliases Adding Department Aliases Changing Department Aliases Deleting Department Aliases Appendix A: Setting Up Call Recording for Network Phone ASP Setting up the Call Tracking Customer Account Setting up Ad Campaigns Setting up Numbers for Call Recording Routing Target Numbers

6 Introduction ADP Call Intelligence is a web-based application that provides your dealership with a powerful call reporting tool for managing your business. By pulling data from your Network Phone system, you can assess productivity, identify business opportunities and contain costs through easy-to-use graphs and reports. You can run reports with customized filters and even schedule a recurring with a link to a report that you want to see when you arrive at the dealership every morning. You can print and save copies, or export the data from a table-style report to a format that your spreadsheet application can use for even greater reporting potential. Add-on Packages ADP offers add-on packages you can purchase for Call Intelligence. These add-on packages include a call tracking solution that allows you to measure the effectiveness of your ad campaigns and a call recording solution that allows you to record incoming calls and play them back through the Call Intelligence user interface. Audience All personnel responsible for configuring and viewing Call Intelligence reports should read this manual. Manual Content This guide provides all of the information that you need to use ADP Call Intelligence, including step-by-step procedures for completing specific tasks. Manual Organization This manual is organized in a sequential and functional way. The initial pages explain logging in and the Call Intelligence dashboard (home page). The body of the manual contains instructions for configuring reports. Each subsequent section focuses on an individual report. There are also appendixes for Call Intelligence ASP customers for setting-up call recording and Support and Resources. Documentation and Training ADP offers a documentation suite of quick reference cards and guides and training videos for Call Intelligence at the following URL: help.mynetworkphone.com MyNetwork Phone Social Networking Sites You can keep your finger on the pulse of Call Intelligence developments with MyNetwork Phone Facebook and Twitter pages. Both venues allow you to ask questions, provide feedback, and get to know our team. 4

7 Facebook Note: If you do not have a Facebook account, create one by navigating to filling out the fields in the Sign Up information area and clicking Sign Up. To become a fan of the MyNetwork Phone group: 1. Navigate to the MyNetwork Facebook page: 2. Click Join. 3. Navigate to the Groups area (View My Profile > Info > Groups). You are now a member of the MyNetwork Phone group. Twitter Note: If you do not have a Twitter account, create one by navigating to and clicking Sign Up Now. To follow MyNetwork Phone on Twitter: 1. Log in to your Twitter account: 2. Navigate to the MyNetwork Phone Twitter page: 3. Click Follow. Twitter displays the following message, indicating you are now a follower of the MyNetwork Phone page. 4. To view the MyNetwork Phone page from your profile, click the MyNetwork Phone link. As a follower, whenever the administrator of the MyNetwork Phone page posts a Tweet, it will display on your Twitter page. Documentation Suggestions ADP welcomes your suggestions on ways to improve our documentation. Send any comments or suggestions via to: angela.ferrannini@adp.com 5

8 Accessing Call Intelligence Note: To view the Call Intelligence interface properly, set your monitor s screen resolution at a minimum of 1024 x 768 (recommended resolution is 1280 x 1024). You can adjust your screen resolution by right-clicking on your desktop and clicking to select Properties. On the Settings tab, adjust the screen resolution as needed, and then click OK to save the setting. ADP requires you to use Microsoft Internet Explorer (IE) 7.0 or higher. If using IE 6.0, you will receive the following message: To upgrade your browser, go to the Microsoft Internet Explorer download page:: SCOM_EN_US_DLC_ICONNAV_121LSUS To access the Call Intelligence web interface: 1. If you are a first-time user, ask your System Administrator for your Call Intelligence user name and password. 2. Open a browser window (such as Internet Explorer). 3. Enter in the Address field of your browser window. An ADP Login page displays. 4. Type your Call Intelligence user name and password in the fields provided, and then click Client Login to log in. The ADP Call Intelligence Home Page displays as shown in the following example. Menu options vary depending on the Call Intelligence package that your dealership purchased and your user rights. 6

9 Changing Your Call Intelligence Password Text. 7

10 Understanding the Call Intelligence Home Page The Call Intelligence Home Page consists of two sections: Main Menu: Provides access to the different reports, views, and configurations Dashboard: Displays widgets that provide useful information at-a-glance Main Menu The Call Intelligence Home Page provides the following options on the main menu: Menu Item Home Reports Directory My Reports Explanation Returns you to the Call Intelligence Home Page. Allows you to view various phone usage reports and drill down into detailed call logs. Reports are categorized by functionality. For more information, see: Call Details Call Log Productivity Department Call Volume Graph Department Summary Employee Call Volume Graph Employee Summary FAC Call Volume Graph FAC Summary Cost Containment Phone Misuse Frequent Numbers Opportunity Missed Calls Marketing Area Ad Campaigns Network Phone Enterprise (Hosted/Cisco): Ad Campaigns Calls per Ad Graph Ad Campaigns Calls per Ad Network Phone ASP (Onsite IPNS): Ad Campaigns Allows you to view a list of all users in your enterprise with their phone numbers, departments, and user IDs. See Working with the Directory on page 55. Allows you to generate reports you saved and view, schedule, or delete saved report templates. 8

11 Menu Item Settings Explanation Allows you to view and manage (with administrative privileges) configurable application settings, including logins and notifications. See Each time the parameter is exceeded, a notification will be sent to the recipients. Managing Call Intelligence Settings on page 56. Dashboard By default, the Dashboard area of the Call Intelligence Home Page has widgets that provide useful information at a glance: Statistics, Saved Templates, Call Volume, Hourly Missed Calls, Call History, Notifications, Messages, and Missed Calls Gauge. To customize the dashboard s widgets: 1. Click Customize. A dropdown menu displays. 2. Select the checkboxes that correspond to the widgets you want to display on the dashboard. Note: There is no minimum number of widgets required; however, it is recommended you display a couple that reflects the dealership s business needs. Likewise, you can select all eight widgets to display on the dashboard. To change the display of the widgets: Hide details of a widget on the Dashboard by clicking in the widget header. Re-display the widget details, click. Refresh the data in a widget by clicking in the widget header. Remove a widget by clicking in the widget header. The following table describes each widget on the Dashboard. Dashboard Item Explanation Statistics for mm/dd/year to mm/dd/year Department Count User Count Most Inbound Calls Department Most Inbound Calls Count Indicates the dates from which the statistics were pulled; it is always a total of seven days with today s date being the to date. For example, 9/10/2011 to 9/16/2011. Total number of departments in your enterprise. Total number of phone users in your enterprise. Department that received the most incoming calls during the past seven days. Total number of incoming calls received during the past seven days. 9

12 Dashboard Item Highest Inbound Call User Highest Inbound Call Time Most Outbound Calls Department Most Outbound Calls Count Highest Outbound Call User Highest Outbound Call Time Most Missed Calls User Most Missed Calls Phone Number Most Missed Calls Count Missed Calls Gauge Explanation Name of the phone user that received the most incoming calls during the past seven days. Duration of the longest lasting incoming call during the past seven days. Department that made the most outbound calls during the past seven days. Total number of outbound calls made during the past seven days. Name of the phone user that made the most outbound calls during the past seven days. Duration of the longest lasting outbound call during the past seven days. Name of the phone user with the most missed calls during the past seven days. Telephone number with the most missed calls during the past seven days. Total number of missed calls during the past seven days. Displays the percentage of incoming, external missed calls for the day in a 3-D chart and lets you select which department s missed calls to view. Saved Templates Provides a list of your saved report templates. Click on a template name to view a current version of the saved report. For more information, see Saving Report Templates on page 23. Call Volume Displays a graph that shows the number of calls that selected departments made/received during the previous day (hourly view type) or week (daily view type). To display the Department Phone Statistics Report, click on the graph.on page 12). To display data for different departments or to change the view type, click Configure. Hourly Missed Calls Displays bar graphs for up to four departments that show the hours during which calls were missed. To display a Missed Calls Report for one of the departments, click on the bar graph for that department. To display data for different departments or to select the type of missed calls to report on, click Configure. Notifications Displays a list of the ten most recent notifications sent to alert the user when certain criteria are met. For more information, see Setting up Automatic Notifications on page 56. Messages Displays important messages and links from ADP. For example, a new Call Intelligence release is now in production. 10

13 Dashboard Item Call History Explanation Displays a list of the last 20 calls that you have made and received, which you can filter by In, Out, or Missed. Missed Calls Gauge Displays an indicator to show whether the percentage of today s missed calls for the selected department is problematic (Good vs. Bad). To display a Missed Calls Report for the selected department, click on the gauge. Sending Feedback to ADP You can send ADP feedback about the Call Intelligence application. For example, you could tell us about a new feature, a new report, or a way to make the application more user-friendly to your dealership group. Note: Do not use this feedback tool for sending ADP issues that you are having with Call Intelligence; continue to communicate any such issues to ADP Support. To send ADP feedback regarding the Call Intelligence application: 1. At the bottom of any page in Call Intelligence, click. The Send Us Your Comments and Suggestions window displays. By default, the Address: field contains the address associated with your login. If you prefer, you can enter a different address. 2. Type your feedback in the Send Feedback field. 3. Click OK to send your feedback to ADP. 11

14 Report Configuration When you view a report in Call Intelligence, there are several additional options that allow you to: Change the default filter values. Save a template of the report with your custom-defined filters. Send an with a report link to allow recipients to log into Call Intelligence and view the report. Schedule a recurring with a report link with your custom-defined filters. Create a PDF file of the report to save electronically or print for your paper files or distribution. Export report data to Microsoft Excel format that you can manipulate and analyze using the spreadsheet application. Configure the order in which the call legs display on the report (if applicable). Reports and Administrative Rights Users without administrative privileges can only view call data for the departments and groups that they have permission to view. For more information, see Managing User Permissions. Navigating through Reports Before explaining the configuration options for Call Intelligence, it is important to understand basic report navigation. At the bottom of each report, the following toolbar displays: A plus sign displays next to calls that have multiple legs in the call path. Click to display (expand) rows for the additional call legs. Click to hide (collapse) the additional rows. To change the order in which the call legs display, click in the Options bar. To view the columns on the far right, move the scroll bar to the right or click. To view the next page, click. To view the last page, click. To view the previous page, click. To view the first page, click. To view a specific page, enter the page number in the field provided on the navigation bar. To refresh the page, click. To know which batch of call records you are viewing, note the batch indicated. 12

15 Tip: Call Intelligence displays records in batches of 50. The Employee and Department Summary reports feature a Totals toolbar above the report toolbar. The Totals toolbar provides the following information: Total number of voic s Total percentage of voic s Total number of missed calls Total percentage of missed calls Total number of incoming calls Total number of outgoing calls Total number of all calls Total time of calls Average time of all calls Configuring Graph Reports Changing the Graphic Display for Graph Reports By default, graph reports as line reports. You can, however, change the display criteria. To display the report filter criteria, click Show Filter Details. To change type of graph (options include Line, Column, Bar, 3D Column, 3D Bar), click to select the appropriate option from the Graph dropdown list. To change the time interval for the display, click to select the appropriate view (Hourly, Daily, Weekly, or Monthly) from the View dropdown list. To display different statistics, click to select Number of Calls (by total number of calls), Total Call Time (by time on the phone overall), or Avg Call Time (by time on the phone per call) from the Statistic dropdown list. To change the display size, click to select the appropriate percentage from the Size dropdown list. Drilling Down in Graph Reports To display details for a department s indicated calls, click on the corresponding data point in the graph for that department. You are given the opportunity to return to your graph by clicking on Go Back to Department Call Volume Graph above the detail report. For more information about the Call Log, see Working with the Call Log. 13

16 Accessing the Call Log from Reports You can access the Call Log while drilling down in all reports. Links display in the report under their corresponding column (for example, Voice Mail, 26 for Honda Sales). Clicking the number link displays the Call Log for the 26 calls sent to voic for the Honda Sales department. 14

17 Understanding Report Features The following list shows the available features for each Call Intelligence report. Quick Search Filter and Reset Filters Template Schedule PDF Excel Configure Report features differ from report-to-report. Refer to the individual report in Call Intelligence. The following sections, however, explain how to perform the tasks associated with the above features. Quick Search The Quick Search feature allows you to search for specific call records using a name or phone number search string. Call records that match the criteria display in the resulting Call Log. Performing a Quick Search If performing a quick search, remember the following: Quick Search only can search a string of characters (for example, McDo but not McD; 5031 but not 503) To perform a quick search: 1. Enter the search string. Once you type four characters, a dropdown menu displays a number or name that matches the search criteria (for example, if you typed 5035, phone numbers such and would display; if you typed, Smit, names such as Smith or Smithers would display). 2. View the corresponding call log (that contains call records that match the search string by doing one of the following: 15

18 a. Click the name or phone number in the dropdown. b. Highlight the name or phone number in the dropdown and then click the magnifying glass icon ( ). Filtering Report Data Each report is set up with default filter values, but the filter values differ from report-to-report. Note: Users without administrative privileges can only filter call data by the departments and groups they have permission to view. For more information, see Managing User Permissions on page 60. Filter Details Showing/Hiding Filter Details By default, all reports do not show filter details. To show filter details: 1. Select and view a report. 2. Click the next to Show Filter Details. The Show Filter Details changes to Hide Filter Details and displays the filter options selected. Date/Time Filters Filtering by Date Range To filter calls by a different date range: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 3. If necessary, click the Date/Time tab. The Date Range and Time of Day call filter options display (see example below). 16

19 4. Under Date Range, type the starting and ending dates for the range in the fields provided, or click to select a date from the calendar. To navigate to a different month on the calendar, click on the arrow in the date header. 5. Click OK to apply the new date range filter to the report. Filtering by Time Range To filter a report for specific hours in the day: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 3. If necessary, click the Date/Time tab. The Date Range and Time of Day call filter options display. 4. Under Time of Day, click to select the starting and ending hour for the time range from the After and Before dropdown lists. Tip: If you have multiple dealerships spanning different time zones, it is recommended you select a range that specifically covers the time zone you want to search. 5. Click OK to apply the new filters to the report. Call Details Filters Filtering by Call Duration The default Call Duration filter for most reports is to show calls of any length, but you can change this to show only calls that lasted more than 5, 15, or 30 minutes. For example, if you select the over 15 minute option, only calls that lasted 15 minutes or more show on the report. To filter calls by their duration: 1. View the report that you want to filter. 17

20 2. Click in the Options bar. The Call Filter Options window displays. 3. Click the Call Details tab. The filter settings for Call Duration, Call Direction (if applicable), Call Status (if applicable), Call Type (if applicable), and Recorded Calls (if applicable) display. Note: The Call Details tab does not display for the Missed Calls Report. 4. Click to select the duration to filter by from the Call Duration dropdown list. 5. Click OK to apply the new filter to the report. Filtering by Call Direction The default Call Direction filter for most reports is all directions, but you can change this setting to show only incoming or outgoing calls. To filter calls by their direction: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 3. Click the Call Details tab. The filter settings for Call Duration, Call Direction (if applicable), Call Status (if applicable), Call Type (if applicable), and Recorded Calls (if applicable) display. 4. Click to select the direction to filter by from the Call Direction dropdown list. 5. Click OK to apply the new filter to the report. Filtering by Call Status The default Call Type filter for most reports is all call types, but you can change this to show only a specific call status. For example, if you select Missed (no voic ), only missed calls that did not leave a voic show on the report. You can select from the following: All All Missed Missed (no voic ) Voice Mail No Answer Busy Connected Fwd All Park Call Pickup Error 18

21 Unknown. To filter calls by their call status: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 3. Click the Call Details tab. Where applicable, the following filter settings display: Call Duration Call Direction Call Status Call Type Recorded Calls (if applicable) Note: The Call Details tab does not display for the Missed Calls Report. 4. Click to select the call type to filter by from the Call Status dropdown list. 5. Click OK to apply the new filter to the report. Filtering by Call Type The default Call Type filter for most reports is all call types, but you can change this to show only internal or external calls. For example, if you select Internal, only calls that originate within your dealership show on the report. You can select from the following: All Internal External All External All LD External Local External Local LD External Natl LD External Interntl Toll Free Emergency Unknown To filter calls by their call type: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 6. Click the Call Details tab. Where applicable, the following filter settings display: Call Duration 19

22 Call Direction Internal/External Note: The Call Details tab does not display for the Missed Calls Report. 3. Click to select the call type to filter by from the Call Type dropdown list. 4. Click OK to apply the new filter to the report. Filtering by Recorded Calls You can filter the Call Log report to show only recorded calls. To filter the Call Log so that it only shows recorded calls: 1. View the Call Log. 2. Click in the Options bar. The Call Filter Options window displays. 3. Click the Call Details tab. Where applicable, the following filter settings display: Call Duration Call Direction Call Status Call Type Recorded Calls (if applicable) 4. Click to select the Show recorded calls only checkbox. 5. Click OK to apply the new filter to the report. Phone Users Filters Filtering by Phone User You can filter reports to only show data for specific departments, groups, or users. When you select a group, the group s corresponding departments display in the Departments area, giving you to the option of selecting departments for your search. If you select departments, Call Intelligence displays the corresponding users for the selected departments, letting you select specific users to make your search even more granular. For example, you can apply a filter to a report to show only calls that are associated with users in the Parts department of ADP Motors West. By default, no groups are selected on the Phone Users tab. Important! An issue was reported that when searching the Call Log by entering the area code and 7-digit number (for a total of 10 digits; for example, ) and not returning any results even though the call record(s) exist. This issue typically occurs when a dealership was in a locale that does not require dialing the area code (for example, entering is acceptable). Several ADP applications do log the call record with just the seven digits used to dial the call (with some applications also dropping the 8 or 9 to signify an outside call and 1 for long distance). Call Intelligence lets you search phone and extension numbers three different ways (Exact Match, Starts with, and Contains). When performing a search, you can now use a 7-digit phone number instead of a 10-digit phone number using the Exact Match or Contains search criteria. Using this method, your search results will 20

23 now return only 7-digit phone numbers or the phone number and the area code from the 7- or 10-digit search string you entered. Using this method also improves the likelihood Call Intelligence finds the call records you want. To filter calls by specific phone users: 1. View the report that you want to filter. 2. Click in the Options bar. The Call Filter Options window displays. 3. Click the Phone Users tab. The filter settings for Phone Users display. 4. To filter the report by one or more groups: a. If you want to filter by a specific group, click to select the applicable group in the Groups area. When a group is selected, the Departments area populates with departments associated with that group. If you select multiple groups, multiple departments may display in the Departments area. To select more than one group, press Ctrl+left-click for each group you want to add. Click Select All to select all departments. If necessary, click None to clear all selections. 5. To filter the report further using one or more departments: a. If you want to filter by a specific department, click to select the applicable department in the Departments area. When a department is selected, the Users area populates with users associated with that department. If you select multiple departments, multiple users may display in the Users area. To select more than one department, press Ctrl+left-click for each department you want to add. Click Select All to select all departments. If necessary, click None to clear all selections. 6. To filter the report further using one or more users: Important! If you do not know if a user is not associated with a department, you cannot use the Phone Users tab to find calls. Instead, use the Search tab s Name(s) field to search for a user. a. If you want to filter by a specific user, click to select the applicable user in the Users area. To select more than one user, press Ctrl+left-click for each user you want to add. Click Select All to select all users. If necessary, click None to clear all selections. 7. Click OK to apply the new filter settings. 21

24 Filtering by Number, Name, or FAC You can filter reports to only show data for specific numbers, names, or Forced Authorization Codes (FACs). Important! Not all reports let you search by number, name, or FAC; for example, the Missed Calls report only lets you search by number or name. The following instructions explain how to search for number, name, or FAC. For more information on which searches you can perform for each report, refer to the Filtering Report Data table. Tip: To select multiple names, numbers, or FACs, separate each search string (for example, a phone number) with a semicolon (;). Pay extra attention to the dropdown item you select to ensure you yield the search results you want. 1. To search for and filter by specific names, phone numbers, or FACs: a. Type the search criteria in the respective Search field (Number(s), Name(s), or FAC(s)) and then select the search condition (Exact Match, Starts With, or Contains) from the dropdown list. Auto-complete is available for the Number(s), Name(s), and FAC(s) fields. Auto-complete automatically displays a drop-down menu with the numbers/names/facs that match the search string entered. For the Name search, auto-complete is only available for first name search when entering the first four letters of a first and last name or first four numbers of a phone number or FAC. Note: Call Intelligence does not count blank spaces, so make sure to enter four characters to return auto-complete results. For example, enter Ava M to return Ava Moore. Just entering Ava would not yield any search results. Call Intelligence automatically displays a drop-down menu with the results that match the search string entered. Matching information displays in the Selection Summary area of the Search tab (see screenshot below). Each field (Numbers, Names, or FACs) has its own column; for example, if you enter a number that matches a number in the call records, a Numbers column displays with the search string entered. You can remove the search criteria by clicking the red X next to the corresponding search string (for example, in the Numbers column in the following screenshot, you would remove 5032 from the search). 22

25 Important! When using Exact Match when searching on the Phone User s name, it must contain a first and last name. For example, Abraham Lincoln. If searching for multiple names (for example, George Washington and Abraham Lincoln), you must enter: George Washington; Abraham Lincoln. If you entered just Washington; Lincoln for an exact name search, Call Intelligence would not return reports with George Washington and Abraham Lincoln. 2. Click OK to apply the new filter settings. Resetting Call Filters To reset all call filters for a report to their default values: 1. View the report requiring an all call filters reset. 2. Click in the Options bar. Sorting Call Details Call Intelligence sorts the data on several reports using a default sort order. You have the option of sorting the data by any of the columns and in either ascending (A-Z) or descending (Z-A) order. To sort the call details for a report: 1. Click the column header for the column that you want to sort by. The report is now sorted in ascending order by the column, and an arrow pointing up displays next to the column header. 2. To sort the records in descending order, click the column header again. The report is now sorted in descending order by the column, and an arrow pointing down displays next to the column header. Saving Report Templates If you normally apply different filters to a report and do not use the default settings, you can save a template of the report with your custom filters applied. By saving the template, you can view the report without defining the filters again. When you save a report template, you are saving the framework of the report and not the actual data within that instance of the report; so each time you view it, the data will be different because the report filters are applied relative to the current date. To save a report template: 23

26 1. View the report that you want to save as a template. 2. Click in the Options bar. A Save Template window displays. 3. Type the name for the report template in the field provided, and then click OK to save the template. Use a name that will help you easily identify it later. Note: You cannot change the name of a template. If you want to create the same report with different filters, refer to Creating One-Off Reports from My Report Templates. 4. From the main menu, click My Reports. 5. Verify the new report template displays in your My Reports list (refer to the following example). Note the template is also listed in the Saved Templates widget on the Home Page Dashboard. From the My Templates page, you can: Generate a report with current call data based on the filters saved in your template. Click on the Template Name link to view the report. Schedule a report based on your template to be ed on a regular basis (see Scheduling Reports for Existing Report Templates on page 26). Delete an existing saved report template. Click (Delete) in the row for the template that you want to delete. Note: When you save a report template, the corresponding report is available from the My Reports tab. Creating One-Off Reports from My Report Templates Templates are useful for generating one-off reports; that is, if your dealership creates a report but wants to adjust the filters to create a similar report with different filter characteristics (for example, you create a Department Summary Template for the first quarter but want to create reports for the following three quarters). To save a one-off report template: 1. From the main menu, click My Reports. 2. Click the template name you want to use as the foundation for your report. The report displays. 3. Click Filter to change the filter characteristics based on the data you want to retrieve. 4. Click Template. 5. Enter the name of the new template and click OK. 6. Click My Reports again. The new template is available on the My Reports page. 24

27 Sending Reports via You can send a report from Call Intelligence to anyone with an address. The contains a PDF attachment of the report and provides a link to the report so recipients can log into Call Intelligence and view the report. You have the option of sending the report one time or on a recurring schedule (daily, weekly, or monthly). For a list of the reports that you can send in an , refer to Understanding Report Features. Sending Reports One Time To send a report one time: 6. View the report that you want to a link to. 7. Click in the Options bar. An Report window displays. 8. Type one or more addresses (separated by semi-colons) in the address field, and then click Send. Scheduling Reports for Unsaved Reports To schedule a report that has not been saved as a template for recurring s: 1. View the report you want to schedule for recurring s. 2. Click in the Options bar. A Schedule Report window displays. 3. Schedule the report as follows: a. Type a name for the report template in the field provided. Use a name that will help you easily identify it later. b. Type one or more addresses (separated by semi-colons) in the Recipients field. c. Click to select how often you want to send the (Daily, Weekly, or Monthly) from the Frequency dropdown list. Note: Daily s are sent at 11 p.m., weekly s are sent on Sunday at 9 p.m., and monthly s are sent on the last day of the month at 7 p.m. d. Click OK to save the report template and recurring schedule. 25

28 Scheduling Reports for Existing Report Templates To schedule reports for an existing saved report template: 1. From the main menu, click My Reports. A list of your existing saved report templates display. 2. Click in the row for the saved report template that you want to on a regular basis. The Schedule Report window displays. 3. Schedule the report as follows: a. Type one or more addresses (separated by semi-colons) in the Recipients field. b. Click to select how often you want to send the (Daily, Weekly, or Monthly) from the Frequency dropdown list. Note: Daily s are sent at 11 p.m., weekly s are sent on Sunday at 9 p.m., and monthly s are sent on the last day of the month at 7 p.m. c. Click OK to save the report template and recurring schedule. Unsubscribing from Scheduled Reports If you are subscribed to a report that you did not set up and now want to unsubscribe from the list, you can do so from the report . To unsubscribe from a scheduled report: 1. In the report , click the Click here link. Your application opens a new message that is addressed to CIUnsubsribe@adp.com. 2. Send the message as is to ADP to remove your address from this report s subscription list. Exporting Call Intelligence Reports to PDF You can create a PDF version of any of the Call Intelligence reports to allow you to distribute the report to other employees or to keep a hardcopy for historical purposes. To create a PDF version of a report: 26

29 1. View the report that you want to export to PDF. 2. Click in the Options bar. An Exporting dialog displays, followed by a File Download dialog that prompts you to open or save the file. 3. Click Save to save the file to your workstation or any other computer on your network. The Save As window displays. 4. Define the properties for the file as follows: a. From the Save in dropdown list, select the appropriate file folder in which to save the report. b. In the File name field, type a name that will help you identify the file later. 5. Click Save to save the file to the folder that you specified. You can now distribute the file as needed or open the file for viewing or printing. Exporting Call Intelligence Reports to Excel Format You can export many of the Call Intelligence reports to an Excel format that you can then open using the spreadsheet application. The Excel format is useful if you want to use the report data to perform additional calculations or to create additional reports outside of Call Intelligence. For a list of the reports that you can export to Excel format, refer to the report features table on page 12. To export the report to Excel format: 1. View the report that you want to export to Excel format. 2. Click in the Options bar. An Exporting dialog displays, followed by a File Download dialog that prompts you to open or save the file. 3. Click Save to save the file to your workstation or any other computer on your network. The Save As window displays. 4. Define the properties for the file as follows: a. From the Save in dropdown list, select the appropriate file folder in which to save the report. b. In the File name field, type a name that will help you identify the file later. 5. Click Save to save the file to the folder that you specified. You can now open, edit, and save the file in Excel as needed. Changing the Call Leg Display Order on Reports For the Call Log, Phone Abuse Report, and Missed Calls Report, you can choose to display the initial call leg first or the final call leg first for multiple leg calls. To change the order in which the call legs display: 1. View the Call Log, Phone Abuse Report, or Missed Calls Report. 2. Click in the Options bar. A Configure window displays. 27

30 3. Click to select the call leg display order, and then click OK to save the change. The following examples show initial call leg first and final call leg first, respectively. 28

31 Call Details Reports The Call Details reports let you view detailed information about calls made or received and access call recordings. Currently, only one Call Details report is available: Call Log. Call Counting Before you begin reviewing call records in Call Intelligene, you may want to familiarize yourself with how calls are counted in Call Intelligence. Specifically, when a call has multiple legs or the route of the call leads to different places (for example, voic or call park), Call Intelligence counts the calls using specific criteria. For a better understanding, refer to Appendix B: Understanding Report Call Counts. Working with the Call Log The Call Log shows the details for each call record. This log is the lowest level of detail you can view within Call Intelligence allowing you to view detailed information about any call made or received on your phone system. Note: If your dealership purchased the call recording add-on, the Call Log also provides a playback feature that allows authorized personnel to listen to audio recordings of incoming calls through the Call Intelligence Audio Player (see Playing a Recorded Call on page 31). If your dealership has CTI Desktop integrated with ADP Drive or ADP CRM, the Call Log also provides a customer search feature that allows you to search for and retrieve customer information based on the phone number in the Call Log. Viewing the Call Log To view the Call Log: 1. From the main menu, roll your mouse over Reports, and then click Call Log. The Call Log page displays as shown in the following example. 29

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33 Item The following table explains each data item that displays in the Call Log: Explanation Play If a recording is available for a call, a play icon displays in the corresponding row. Click on the icon to play back the recording (see Playing a Recorded Call). Date/Time Caller Name Caller # Caller Department Called Name Called # Called Department Duration Status Direction Type FAC Route Date and time of day the phone user placed or received the call. Name of the user who placed the call. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number. Extension or 10-digit telephone number that the call was made from. Name of the department associated with the employee who placed the call. Name of the user who received the call. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number. If the number belongs to a hunt group, a icon displays next to the name. Click the icon to display a list of all names associated with the hunt group. Extension or 10-digit telephone number that the call was made to. Name of the department called (received the call). Length of the call in minutes and seconds. Status of call: Busy, Connected, No Answer, or Voic . Displays Error or Unknown if the call status cannot be determined. Indicates whether the call was Incoming or Outgoing. Type of call: Internal, External, Toll Free, Emergency, or Unknown. Displays Unknown if the call type is undetermined. Note: External and internal call types also have subtypes (for example, External Local). Includes a description when a forced authorization code (FAC) is used to make the outgoing call. Indicates the call route path for Call Forwards and Transfers. Note: Available for Network Phone Xpress and Network Phone ASP phone systems only. For instructions on how to apply different filters to the Call Log, see Filtering Report Data. Playing a Recorded Call Note: The call playback feature is only available if your dealership purchased the call recording add-on. You must have Adobe Flash Player 9.0 or higher installed on your workstation to play back call recordings. If you need a the Adobe Flash Player, visit: 31

34 The Call Log provides a playback feature that allows authorized personnel to play an audio recording of an incoming call through the Call Intelligence Audio Player. If a recording is available for a call, a play icon displays in the Play column of the corresponding row in the Call Log. Playing a Recorded Call Using Adobe Flash Player To play back a call recording: 1. Click in the Play column of the corresponding row for the call that you want to hear. A Call Intelligence Audio Player window displays. 2. To play the call recording, click. As needed, use the slider bar to move forward or back in the recording, or click to the right of the play arrow to stop the recording. 3. To save a recording to your workstation, click Save Recording. The file is downloaded from the server. From the File Download window, click Save Recording. Accept the default filename with the date and time of the call, or type in a filename of your choice. 4. To close the Call Intelligence Audio Player window, click Close. Playing a Recorded Call Using Windows Media Player To play back a call recording saved to your workstation using Windows Media Player: 1. Navigate to the area where you saved the call recording (Step 3 in Playing a Recorded Call) and double-click the call you want to listen to. The Windows Media Player opens and automatically begins playing the audio recording. 2. To pause the recording, click. As needed, use the slider bar to move forward or back in the recording, or click to stop the recording. 3. To close the Windows Media Player, click. 32

35 Using the Customer Search Feature If you have CTI Desktop integrated with your ADP Drive or ADP CRM application, the Call Log provides a customer search feature that you can use to search for and retrieve customer information based on the phone number in the Call Log. Note: The Customer Search feature is only active if you are logged into the ADP Drive or ADP CRM application when you view the Call Log. If you use Customer Search and are not logged in to ADP Drive or ADP CRM, the following error message displays. To clear the error message, click OK and, depending on the application your dealership uses, log in to either ADP Drive or ADP CRM. If the customer search feature is available, a search icon telephone number in the Call Log. To perform a customer search: displays next to the 1. Click next to the phone number that you want to perform the search on. When you move your mouse pointer over the icon, the hover text indicates the name of the database (for the active application in CTI Desktop) that will be used for the search. After you click on the icon, the utility launches the active application s customer search page, searches through customer records in the respective database for a phone number match, and displays the results on the customer search page. 2. If one or more matching records are found, the customer search page lists the number of matching records and a list of the associated customer names. To view customer details, click the customer s name. If there are no matching customer records, a no records found message displays. Accessing the Call Log from ADP Drive You can access the Call Log from the ADP Drive Full Customer View. Click the Call Log link on the Full Customer View window to view the Call Log. If your dealership purchased the Call Intelligence ASP Package, you can listen to recorded calls from the Call Log in ADP Drive. Click the in the row for the call you want to play back. 33

36 Productivity Reports Productivity reports identify department and employee trends and statistics. The following lists all productivity reports: Department Call Volume Graph Department Summary Employee Call Volume Graph Employee Summary FAC Call Volume Graph FAC Summary Working with Department Call Volume The Department Call Volume Graph is a graph report that shows each department s phone use. You can display this report as one of several types of graphs and change the view to show number of calls, total call time, or average call time. This report is useful to see which departments are using your dealership phone system the most and the least. To view Department Call Volume: From the main menu, roll your mouse over Reports, and then click Department Call Volume Graph. The Department Call Volume Graph page displays as shown in the following example. You have the option of selecting various graph types including Line, Column, Bar, 3D Bar, or 3D Column. Clicking on a point or bar in the graph will generate a detailed Call Log report of the volume. 34

37 Working with the Department Summary The Department Summary Report shows call activity totals for each department. This report is useful to see how many calls are handled by each department, how many of the calls go to voice mail or are missed, and the total and average time spent on the calls. To view the Department Summary Report: From the main menu, roll your mouse over Reports, and then click Department Summary. The Department Summary Report page displays as shown in the following example. 35

38 The following table explains each data item in the Department Summary Report. Item Explanation Name Voice Mail Voice % Missed Calls Missed % Incoming Outgoing Total Calls Total Time Average Time Totals Department name Total number of incoming calls answered by voice mail Total percentage of incoming calls answered by voice mail. This gives you a better idea of how many inbound calls to the department were answered by voice mail. For example, 50 calls answered by voice mail is not bad if it s only 5% of total inbound calls. Total number of incoming calls missed Total percentage of missed calls. This gives you a better idea of how many inbound calls to the department were actually missed. For example, 25 missed calls is not bad if it s only 2.5% of total inbound calls. Total number of incoming calls Total number of outgoing calls Total number of calls made to or from the phone number assigned to the department Total number of minutes and seconds spent calling into or out from the phone number associated with the department Average number of minutes and seconds spent for each call made or received by the department Toolbar (row) that displays the totals for all columns in the Department Summary Report For instructions on how to apply different filters to the Department Summary Report, see Filtering Report Data. Clicking on an underlined quantity in the report will generate a detailed Call Log of the records matching the data criteria. 36

39 Working with Employee Call Volume The Employee Call Volume Graph shows the top ten phone users in your dealership. You can display this report as one of several types of graphs and change the view to show number of calls, total call time, or average call time. This report shows you who is using your phone system the most, which can be a positive or negative thing depending on the context. To view Employee Call Volume: From the main menu, roll your mouse over Reports, and then click Employee Call Volume Graph. The Employee Call Volume Graph page displays as shown in the following example. You have the option of selecting various graph types including Line, Column, Bar, 3D Bar, or 3D Column. Clicking on a point or bar in the graph will generate a detailed Call Log report of the volume. Working with the Employee Summary The Employee Summary Report shows call activity totals for each phone user. This report is useful to see how many calls are handled by each user, how many of the calls go to voice mail or are missed, and the total and average time spent on the calls. To view the Employee Summary Report: From the main menu, roll your mouse over Reports, and then click Employee Summary. The Employee Summary Report page displays as shown in the following example. 37

40 The following table explains each data item in the Employee Summary Report. Item Name Voice Mail Voice % Missed Calls Missed % Incoming Outgoing Total Calls Total Time Explanation Name of employee or phone user Total number of incoming calls that were answered by voice mail Total percentage of incoming calls that were answered by voice mail. This gives you a better idea of how many inbound calls to an employee were answered by voice mail. For example, 50 calls answered by voice mail are not bad if it s only 5% of total inbound calls. Total number of incoming calls that were missed Total percentage of missed calls. This gives you a better idea of how many inbound calls to an employee were actually missed. For example, 25 missed calls is not bad if it s only 2.5% of total inbound calls. Total number of incoming calls Total number of outgoing calls Total number of calls made to or from the phone number assigned to the employee Total number of minutes and seconds spent calling into or out from the phone number associated with the employee 38

41 Item Explanation Average Time Totals Average number of minutes and seconds spent for each call made or received by the employee Toolbar (row) that displays the totals for all columns in the Employee Summary report. This helps your dealership get an overall picture of all employee activity. For instructions on how to apply different filters to the Employee Summary Report, see Filtering Report Data. Clicking on an underlined quantity in the report will generate a detailed Call Log of the records matching the data criteria. Working with FAC Call Volume The FAC Call Volume Graph is a graph report that shows when a Forced Authorization Code (FAC) was used. You can display this report as one of several types of graphs and change the view to show number of calls, total call time, or average call time. This report is useful to see which FAC is being used, who is using it, and how often. Since FACs can be used to make calls from a restricted line (for example, lines that block long-distance calls), this shows if FACs are being misused. To view the FAC Call Volume Graph Report: From the main menu, roll your mouse over Reports, and then click FAC Call Volume Graph. The FAC Call Volume Graph page displays as shown in the following example. You have the option of selecting various graph types including Line, Column, Bar, 3D Bar, or 3D Column. Clicking on a point or bar in the graph will generate a detailed Call Log report of the volume. 39

42 Working with the FAC Summary The FAC Summary Report shows call activity totals for each FAC used even if the FAC name is not configured, the FAC Summary Report lists these FACs as Not Configured. This report is useful to see how often a FAC is used, how many of the calls per FAC were dialed, and the total and average time spent on the calls. To view the FAC Summary Report: From the main menu, roll your mouse over Reports, and then click FAC Summary. The FAC Summary Report page displays as shown in the following example. The following table explains each data item in the FAC Summary Report. Item Name Total Calls Total Time Average Time Totals Explanation FAC name. If one is not associated with the FAC, the name is listed as Not Configured. Total number of calls made to or from the phone number assigned to the FAC name Total number of minutes and seconds spent calling into or out from the phone number associated with the FAC name Average number of minutes and seconds spent for each call made or received by the FAC name Toolbar (row) that displays the totals for all columns in the FAC Summary report. This helps your dealership get an overall picture of all FAC activity. For instructions on how to apply different filters to the FAC Summary Report, see Filtering Report Data. Clicking on the Total Calls quantity will generate a detailed Call Log report for the particular FAC name. 40

43 Cost Containment Reports Cost containment reports identify behaviors or practices that might result in unnecessary costs. The following lists all cost containment reports: Phone Misuse Frequent Numbers Managing Phone Misuse The Phone Misuse Report shows calls that are potentially abusive to your dealership, helping you see calls that were made after business hours or lasted longer than a specified amount of time. To view the Phone Misuse Report: 1. From the main menu, roll your mouse over Reports, and then click Phone Misuse. The Phone Misuse page displays (see example below). The following table explains each data item that displays in the Phone Misuse Report: Item Name Total Calls Total Time Explanation The phone abuse summary report groups potentially abusive phone calls by the following categories: After Hours: Calls made or received after normal business hours for a specific date range. Default after hours range is from 9:00 p.m. to 8:00 a.m. This view is helpful for identifying potentially abusive calls while your dealership is closed. International: Calls where Call Type is International Long Distance: Calls where Call Type is Long Distance Over 5/15/30 Minutes: Calls that lasted longer than 5, 15, and 30 minutes Total number of calls made to or from the dealership matching the misuse category Total number of minutes and seconds spent calling into or out from the dealership matching the misuse category 41

44 Item Average Time Explanation Average number of minutes and seconds spent for each call You can change any of the default filters, and they will be applied across each of the available report types. For instructions on how to apply different filters to the Phone Misuse Report, see Filtering Report Data. Clicking on the Total Calls quantity will generate a detailed Call Log report. Working with Frequently Called Numbers The Frequent Numbers Report shows which phone numbers are called most frequently by your dealership. These numbers can be either external or internal extensions. To view the Frequent Numbers Report: From the main menu, roll your mouse over Reports, and then click Frequent Numbers. The Frequent Numbers page displays as shown in the following example. The following table explains each data item in the Frequent Numbers Report. Item Called # Total Calls Total Time Average Time Explanation The frequently called phone number Total number of calls made to the phone number Total number of minutes and seconds spent while calling the phone number Average number of minutes and seconds spent for each call made to the phone number For instructions on how to apply different filters to the Frequent Numbers Report, see Filtering Report Data. 42

45 Clicking on the phone number will generate a detailed Call Log report related to this phone number. Opportunity Reports Opportunity reports target potential untapped revenue opportunities from specific customers or geographic areas. The following lists all opportunity reports: Missed Calls Marketing Area Ad Campaigns Calls per Ad Network Phone Enterprise (Cisco) Ad Campaigns - Calls Per Ad Graph: Network Phone ASP Customers (Polycom) Ad Campaigns: Hosted (Network Phone ASP clients only) Missed Calls Report The Missed Calls Report shows details for any incoming call that does not connect to the called number. Note: This report does not display internal calls. This report is useful for viewing detailed information about any call that comes into your phone system and receives a busy signal, goes unanswered, or transfers into voic . To view the Missed Call Report: From the main menu, roll your mouse over Reports, and then click Missed Calls. The Missed Calls page displays as shown in the following example. 43

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47 The following table explains each data item that displays in the Missed Calls Report: Item Date/Time Caller Name Caller # Called Name Called # Called Department Status Explanation Date and time of day the phone user placed the call. Name of user who placed the call. 10-digit telephone number that the call was made from. Name of user being called. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number. Extension or 10-digit telephone number that the call was made to. Name of the department called (received the call). Status of call: Busy, No Answer, or Voice Mail. For instructions on how to apply different filters to the Missed Call Report, see Filtering Report Data. Clicking on the underlined phone number or extension will generate a detailed Missed Calls report related to this number. Working with Marketing Areas The Marketing Area Report breaks out calls by the origination and destination city and state. For example, if your dealership makes 10 outgoing calls to numbers in Dallas, Texas, and receives 15 inbound calls from numbers in Dallas Texas, the report shows 25 total calls for the Dallas calling area. Call Intelligence groups phone numbers into calling areas based on North American Numbering Plan Administration data. To view the Marketing Area Report: From the main menu, roll your mouse over Reports, and then click Marketing Area. The Marketing Area Report page displays as shown in the following example. The report lists each calling area (city and state/province) and the total number of calls made to and from the calling area. 45

48 The following table explains each data item that displays in the Marketing Area Report: Chart Item City State/Province Total Calls Explanation Name of the city associated with the calling area. Name of the state/province associated with the calling area. Total number of calls made to or from the phone number assigned to the calling area. For instructions on how to apply different filters to the Marketing Area Report, see Filtering Report Data. Clicking on a listed city will generate a detailed Call Log report of related calling area calls. Clicking on a state/province will generate a detailed Call Log report of related calls for that state/province. 46

49 Working with Ad Campaigns Note: To view online ad campaign reports, you must have an assigned Call Tracking login that is associated with an ADP Call Tracking user account and enterprise user account. If necessary, contact your dealership s System Administrator to obtain your Call Tracking username and password. Call Intelligence ASP provides a call tracking solution that allows you to view online ad campaign reports and see the effectiveness of your ad campaigns. These reports show call activity and statistics that can help you determine the effectiveness of your ad campaigns. Ad Campaign Reports by Configuration Based on your configuration (phone system), Call Intelligence offers the following Ad Campaign reports: Network Phone Enterprise (Cisco) Calls per Ad Network Phone Enterprise (Cisco): Accessible via the Call Intelligence interface. Provides two reports for your dealership: Ad Campaigns Calls per Ad Graph: Graphical report that provides call statistics for each ad campaign. Ad Campaigns Calls per Ad: Report that provides a summary of ad campaign calls. 47

50 Network Phone ASP (Polycom) Ad Campaigns - Calls Per Ad Graph: Network Phone ASP Customers (Polycom) Network Phone ASP Only (Hosted) Ad Campaigns: Hosted (Network Phone ASP clients only): Accessible via a separate browser window. The following sections explain ad campaigns for Network Phone Enterprise and Hosted: Network Phone ASP clients, respectively. Ad Campaigns Calls per Ad Graph: Network Phone ASP Customers (Polycom) The Ad Campaigns Calls per Ad Graph report table explains the report names and their respective descriptions for ad campaigns for Network Phone Hosted clients. ADP Support or your system administrator must set up the Ad Campaign reports. For setting-up ad campaigns, refer to Appendix A: Setting Up Call Recording for Call Intelligence ASP Only. The Ad Campaigns Calls per Ad Graph shows monthly statistics (for the selected timeframe) for calls generated in response to your dealership s ad campaigns. You can display this report as a line or bar graph. This report shows you which month(s) generated the most calls for ad campaigns for that month, which can let you proactively decide which months need more or fewer ad campaigns. To view the Calls per Ad Graph: From the main menu, roll your mouse over Reports, and then click Ad Campaigns Calls per Ad Graph. The Ad Campaigns Calls per Ad Graph page displays as shown in the following example. 48

51 Report Name Activity Reports Call Details Traffic Snapshot Call Journal Number and Feature Summary Traffic Analysis Monthly Lead Trending by Ad Source Call Summary by Date Call Summary by Status Calls By Zip Code and Ad Source Calls By Date and Ad Source Caller Names and Addresses Multiple Calls from a Single Location Executive Summary Description Provides a table with call tracking details for each ad campaign call (including missed calls). Provides a table that shows statistics for each ad campaign source and a summary of call traffic. Provides a table with call tracking details for each ad campaign call (including missed calls). Displays similar information as Call Details with columns organized differently. Also includes journal notes for each call. Provides a table that lists tracking number assignments and their active features. Provides call traffic statistics and a collection of ad campaign reports for analysis. Reports include: Leads by Day of Week (bar chart), Calls by Hours (bar chart), Calls by Day of Week (bar chart), Leads by Ad Source (pie chart), and Call Details (table). Provides a table that shows month-by-month ad response traffic to help identify ad sources with no calls. Provides a table that shows call routing outcomes (connected, busy, no answer, forwarded by time-of-day or overflow, and voic ) and percentages of tracked calls that were answered. Provides a table that shows day-to-day call status totals. Provides a table that shows call counts by postal (zip) code for each advertising source. Provides a table that shows call counts by dates on which ad campaign sources generated calls. Provides a list of caller phone numbers and their names and addresses (if available). Also includes a history for each caller. Provides a table that shows call counts for all phone numbers that have called ad campaign numbers multiple times. 49

52 Report Name Executive Summary PDF Format Charts and Graphs Total Leads By Ad Source Bar Chart Cost per Lead by Ad Source Bar Chart Missed Calls By Day Bar Chart Missed Calls By Hour Bar Chart Peak Calls By Day Bar Chart Peak Calls By Hour Bar Chart Average Call Duration by Ad Source Bar Chart Call Trending by Location Bar Chart Lead Trending by Location Bar Chart Calls by Zip Code Pie Chart Calls by Area Code Chart Description Provides a collection of summary reports for ad campaign analysis. Reports include: Location Summary Campaign Summary Feature Summary Call and Lead Summary Total Call and Lead Analysis Total Calls by Location (pie chart) Total Leads by Location (pie chart) Call Time Analysis (bar charts) Leads by Ad Source (bar chart) Provides a bar chart that shows how many leads each ad campaign source brings in. Provides a bar chart that shows the cost per lead (in dollars) for each ad campaign source. The Traffic Snapshot report provides the same information in a table format. Provides a bar chart that shows on which days of the week the most missed calls occur. Provides a bar chart that shows during which hours of the day the most missed calls occur. Provides a bar chart that shows the total number of calls generated by ad campaigns for each day of the week. Provides a bar chart that shows the total number of calls generated by ad campaigns for each hour of the day. Provides a bar chart that shows the average call duration (in minutes) for each ad campaign source. Provides a bar chart that shows call trends from month to month with a different color for each site. Provides a bar chart that shows ad campaign trends from month to month with a different color for each site. Provides a pie chart that shows ad campaign calls by zip code. Provides a pie chart that shows ad campaign calls by area code. 50

53 Ad Campaigns Calls Per Ad: Network Phone ASP Customers (Polycom) The following table explains the Ad Campaigns Calls Per Ad summary report fields for ad campaigns for Network Phone Enterprise clients. ADP Support or your system administrator must set up the Ad Campaign reports. For setting-up ad campaigns, refer to Appendix A: Setting Up Call Recording for Call Intelligence ASP Only. The following table explains each data item that displays in the Ad Campaigns Calls Per Ad Summary: Item Name Voice Mail Voice % Missed Calls Missed % Total Time Total Calls Average Time Explanation Lists the source of the Ad Campaign examples include media (KHTV), and websites (Cars.com) and search engines (Google). Total number of incoming calls answered by voice mail. Total percentage of incoming calls to the ad campaign phone number that were answered by voice mail. This gives you a better idea of how many inbound calls (responding to an ad) were answered by voice mail. For example, 50 calls answered by voice mail are not bad if it s only 5% of total inbound calls. Total number of incoming calls that were missed. Total percentage of missed calls that were generated from the ad campaign phone number. This gives you a better idea of how many inbound calls (responding to an ad) were missed. For example, 25 missed calls are not bad if it s only 2.5% of total inbound calls. Total number of minutes and seconds spent calling into or out from the phone number associated with the ad campaign. Total number of calls made to or from the phone number assigned to the ad campaign. Average number of minutes and seconds spent for each call made or received by the number associated with the ad campaign. 51

54 Item Totals Explanation Toolbar (row) that displays the totals for all columns in the Employee Summary report. This helps your dealership get an overall picture of success for all the dealership s ad campaigns. Ad Campaigns: Hosted (Network Phone ASP clients only) As mentioned previously, this section explains ad campaigns for Hosted: Network Phone ASP clients and shows you how to view and configure the reports. To view the ad campaign reports: 1. From the main menu, click Ad Campaigns. The ADP Online Reports page for Call Tracking displays. Note: If you are prompted to log into Call Tracking, type your Call Tracking user name and password (case-sensitive) in the fields provided, and click Submit. 2. From the ADP Online Reports page, click to select the report you want to view from the Report Type dropdown list (see 3. on page 48). Detailed information about each report is available in the online help (click User Guide under Resources in the left menu). 4. As needed, select any report filters to limit the customers/sites, call results, or ad sources that display on the report. By default, All is selected. 52

55 5. To limit the call duration to report, click to select a custom start and stop time or custom time range from the Select Call Duration dropdown lists. By default, no custom call durations are set. 6. To select a different date range for the report, click to select the range from the dropdown list. If you selected Custom Date Range, click to select the month, date, and year for the starting (From) and ending (To) dates. By default, the current date is selected. 7. To limit the report to specific hours of the day or days of the week: c. Click to select the starting (From) and ending (To) hours for the time range from the dropdown lists. By default, All Hours is selected. d. Click to select Weekdays only or Weekends only from the dropdown list. By default, All is selected. 8. Click to display the selected report. The report header shows the report type and any filter selections that you made. From the Report pages, you can: Print a hardcopy of the report. Click Print in the upper-right corner of the report. 53

56 Export the report into Excel format for use in the spreadsheet application. This option is only available for table-style reports (see Exporting Ad Campaign Reports into Excel Format below). Close the report and return to the ADP Online Reports page. Click or the Close link in the upper right corner of the report. Exporting Ad Campaign Reports into Excel Format Note: You can only export the Ad Campaigns Hosted (Network Phone ASP clients only) using the following method. For the Ad Campaigns Calls Per Ad Report, the Call Intelligence interface provides an Excel link ( report to an Excel (.xls) spreadsheet. ) you click to export the You can export table-style reports into Excel format, which you can then open using the spreadsheet application. The Excel format is useful if you want to use the report data to perform additional calculations or to create additional reports outside of Call Intelligence. You can export the following activity reports into Excel format: Call Details Traffic Snapshot Call Journal Number and Feature Summary Monthly Lead Trending by Ad Source Call Summary by Date Call Summary by Status Calls By Zip Code and Ad Source Calls By Date and Ad Source Caller Names and Addresses Multiple Calls from a Single Location To export the Ad Campaigns - Hosted report to Excel format: 1. View the ad campaign report that you want to export to Excel format. 2. Click Excel in the upper-right corner of the report. A File Download dialog prompts you to open or save the file. 3. Click Save to save the file to your workstation or any other computer on your network. The Save As window displays. 4. Define the properties for the file as follows: a. From the Save in dropdown list, select the appropriate file folder in which to save the report. b. In the File name field, type a name that will help you identify the file later. 5. Click Save to save the file to the folder that you specified. You can now open, edit, and save the file in Excel as needed. 54

57 Working with the Directory The Directory provides a list of all users in your enterprise with their respective phone numbers, departments, and user IDs. This list is dynamically maintained from the system. To view the Directory: 1. Click Directory from the main menu. The Directory displays as shown in the following example. Users are listed alphabetically by first name. 2. To view the next page, click. To view the last page, click. To view the previous page, click. To view the first page, click. To view a specific page, enter the page number in the field provided on the navigation bar and click or. To refresh the page, click. Note: You can export the Directory to PDF or Excel format. For more information, see Exporting Call Intelligence Reports to Excel Format. Calling Co-workers If you have CTI Desktop integrated with your ADP Drive or ADP CRM application, the Directory provides a call feature that you can use to dial the user s phone number or search for the number. Note: The call feature is only active if you are logged into the ADP Drive or ADP CRM application when you view the Directory. If the call feature is available, a phone icon or search icon displays next to the phone number listed in the Directory. To dial the phone number or perform a search, click on the associated icon. 55

58 Setting up Automatic Notifications If you have Enterprise Administration privileges and access, you can set up Call Intelligence to send you notifications when criteria that you set for departments or users are reached. For example, you could set up Call Intelligence to send you a notification whenever the Sales Department misses an incoming call or a specific employee exceeds a specified number of calls per hour. To create a new notification: 1. From the main menu, roll your mouse over Settings, and then click Notification Configuration. A list of existing notifications display. 2. Click Create New. A Notification Properties window displays. 3. Set up the notification criteria as follows: a. Click to select Enabled to enable the notification. b. Type a descriptive name for the notification in the Titled field. c. Enter the addresses of users receiving the notification. Tip: Separate multiple addresses with a semicolon (;). d. Click to select Any Department (include all departments), Any User (include all users), Specific Department (one department), or Specific User (one user) from the When dropdown list. If you select Specific Department or Specific User, an additional dropdown list displays; click to select the appropriate department or user from the dropdown list. e. Click to select Number of Calls or Number of Missed Calls from the And dropdown list. f. Type the number of calls that must be exceeded to trigger the notification in the Has Exceeded field. g. Click to select the threshold time period (An Hour, 24 Hours, 7 Days, or 30 Days) from the Within dropdown list. h. Type one or more addresses (separated by semi-colons) to receive the notification in the field. i. Click OK to save the new notification. Each time the parameter is exceeded, a notification will be sent to the recipients. 56

59 Managing Call Intelligence Settings The Settings option allows you to view and manage Call Intelligence settings that affect your use of the application. The settings that are available to you for configuration depend on your user privileges. To access the Call Intelligence settings, roll your mouse over Settings from the main menu. The Settings menu displays with options based on your user privileges. Settings Menu for Standard Users Settings Menu for Users with Administrative Privileges Managing User Accounts The Enterprise Administration option allows you to access the Users Enterprise Administration page to view and manage your user account. From this page, you can: View your user login information Update your user login with a new address or time zone Change the password for your user login Create or update your call tracking login Viewing and Updating User Details To view and/or update your user details: 1. From the main menu, roll your mouse over Settings, and then click Enterprise Administration. A Users Enterprise Administration page displays. 2. From the Search Type dropdown, select whether you want to search by user name or and then click Search. The corresponding search results display. 3. Click the row that contains your user information. The row becomes highlighted in green and click the Edit button at the bottom of the screen. 4. From the Users page, click Edit user details. A User Details dialog displays. 57

60 5. Update the user s information as follows: Note: You cannot change the user name once a user is created and saved in Enterprise Administration. a. Type the user s address in the field provided. b. (Optional) Type a description in the field provided. c. From the Time Zone dropdown, select the correct time zone. d. Click the Use Daylight Savings checkbox to use Daylight Savings time for the user s login. e. Click the Enabled checkbox to enable the user s login. If this not checked, the user cannot log in. 6. Click OK. Changing the Login Password To change the password for your user login: 1. From the main menu, click Settings. A list of configurable settings display. 2. Click Enterprise Administration. A Users Enterprise Administration page displays. 3. From the Search Type dropdown, select whether you want to search by user name or and then click Search. The corresponding search results display. 4. Click the row that contains your user information. The row becomes highlighted in green. Click the Edit button at the bottom of the screen. 5. From the Users page, click Reset Password. A Change Password dialog displays, asking you to confirm that you want to reset the password. 58

61 6. Click Close to close the dialog. A Reset Password message is sent to the user, which provides the new password and a link to the Enterprise Administration Logins page for changing the password. Managing the Call Tracking Login Note: You need only set up a Call Tracking login if your dealership purchased the Call Intelligence ASP Package, which includes the call tracking solution for ad campaigns. To create or update your Call Tracking login: 1. From the main menu, roll your mouse over Settings, and then click Enterprise Administration. A Users Enterprise Administration page displays. 2. From the Search Type dropdown, select whether you want to search by user name or and then click Search. The corresponding search results display. 3. Click the row that contains your user information. The row becomes highlighted in green. Click the Edit button at the bottom of the screen. 4. From the Users page, click Add Call Source credentials. The Call Tracking User Mapping dialog displays. 59

62 5. Update the Call Tracking login as follows (see example below): a. To change the user name, type a new User Name in the field provided. If an user name is used, users can use the user names without address extension. b. To change the password, type the new password in the Password and Confirm Password fields. 6. Click OK to save the Call Tracking credentials. Managing User Permissions By default, users do not have access to view call data for any groups or departments. Users with administrative privileges can set up and maintain user permissions to specify what groups and departments a user has access to. If your dealership purchased the Call Intelligence ASP Package, these permissions also apply to the call recordings that are available for playback. Note: Users with administrative privileges are granted access to all departments and groups. System administration privileges override any Call Intelligence user permissions, unless the system administration privileges are removed. Adding Permissions for a New User To update a user s permissions: 1. From the main menu, roll your mouse over Settings, and then click Enterprise Administration. A Users Enterprise Administration page displays. 2. From the Search Type dropdown, select whether you want to search by user name or and then click Search. The corresponding search results display. 3. Click the row that contains your user information. The row becomes highlighted in green. Click the Edit button at the bottom of the screen. 4. From the Users page, click Edit Permissions. The Permissions Details dialog displays. 60

63 5. From the Groups dropdown, select which group s departments you want to view. By default, All is selected. 6. Click Add to move the unassigned department to the Assigned Departments list. Tip: Click All to select all departments or click None to remove all departments selected. To remove a department, click to select the department from the Assigned Departments list, and then click Remove. The department is moved to the Unassigned Departments: list. To remove more than one department, press the Ctrl key as you make your selections. 7. Click Save. Changing User Permissions To change permissions for an existing user: 1. From the main menu, roll your mouse over Settings, and then click Enterprise Administration. The Users Enterprise Administration page displays. 2. From the Search Type dropdown, select whether you want to search by user name or and then click Search. The corresponding search results display. 3. Click the row that contains your user information. The row becomes highlighted in green. Click the Edit button at the bottom of the screen. 4. From the Users page, click Edit Permissions. The Permissions Details dialog displays. 5. As needed, click to select new permissions, or click to clear (remove) existing permissions as needed. 6. Click Save. Maintaining Other Users Saved Report Templates Users with administrative privileges can manage report templates that other users have saved in Call Intelligence. Maintenance tasks include: 61

64 Updating the recipient list or schedule for sending reports based on another user s template Deleting any report template that another user has saved Updating the Schedule for Saved Report Templates To update the recipient list or schedule for a saved report template: 1. From the main menu, click Saved Report Templates or roll your mouse over Settings, and then click Saved Report Templates. A list of the report templates that other users have saved displays. 2. Click in the row for the saved report template that you want to update. The Schedule Report window displays. 3. Update the report settings as follows: a. To change the distribution for the report, add or delete addresses in the Recipients field as needed. Note: Daily s are sent at 11 p.m., weekly s are sent on Sunday at 9 p.m., and monthly s are sent on the last day of the month at 7 p.m. b. To change how often to send the , click to select the new interval (Daily, Weekly, or Monthly) from the Frequency dropdown list. c. Click OK to save the changes. Deleting Saved Report Templates To delete a saved report template that another user created: 1. From the main menu, click or roll your mouse over Settings, and then click Saved Report Templates. A list of the report templates that other users have saved displays. 2. Click (Delete) in the row for the saved report template that you want to delete. You are asked to confirm your decision. 3. Click OK to confirm that you want to delete the saved report template. Maintaining Group Configurations Users with administrative privileges can set up user-defined groups that allow your dealership to manage and organize department data for reporting. The groups that are initially set up in the phone system for your enterprise typically consist of one or more departments, which you can then group by stores, locations, functions, and so 62

65 on. For example, you could set up a group for all Sales departments or Newest Stores to allow users to easily filter report data by these new groups. Adding New Groups To add a new group: 1. From the main menu, roll your mouse over Settings, and then click Group Configuration. The Group Configuration page displays (see example below). 2. Click Create New. A Group Properties window displays. 3. Define the new group as follows: a. Type a descriptive group name in the field provided. b. Click to select Departments or Groups from the Member Type dropdown list, depending on what type of group you are setting up. c. To select the appropriate groups or departments (depending on the Member Type) from the list of available choices, click the box next to the member name. d. Click OK to save the new group. The new entry is added to the Group Configuration list. Editing Groups To edit an existing group: 1. From the main menu, click or roll your mouse over Settings, and then click Group Configuration. The Group Configuration page displays. 2. Click to highlight the group that you want to edit, and then click Edit. 63

66 3. Edit the selected members as needed, and then click OK to save the changes. 4. NOTE: PBX Groups are defined at the network level and are not editable. Deleting Groups To delete an existing group: 1. From the main menu, roll your mouse over Settings, and then click Group Configuration. The Group Configuration page displays. 2. Click to highlight the group that you need to delete, and then click Delete. You are prompted to confirm your decision. 3. Click OK to confirm that you want to delete the group. 4. NOTE: PBX Groups are defined at the network level and are not editable. Maintaining Notification Configurations Users with or without administrative privileges can maintain the notifications that they set up to alert them by when certain conditions have been met. For more information on how to create a new notification, see Setting up Automatic Notifications on page 56. Editing Notifications To edit a notification that you set up previously: 1. From the main menu, click or roll your mouse over Settings, and then click Notification Configuration. The Notifications page displays. 2. Click to highlight the notification that you want to edit, and then click Edit. 3. Change the settings as needed. To disable the notification, click to clear Enabled. 64

67 4. Click OK to save the changes. Deleting Notifications You can delete a notification you set up; you cannot delete notifications created by other users. To delete a notification: 1. From the main menu, roll your mouse over Settings, and then click Notification Configuration. The Notifications page displays. 2. Click to highlight the notification that you need to delete, and then click Delete. You are asked to confirm your decision. 3. Click OK to confirm that you want to delete the notification. Maintaining Department Aliases Users with administrative privileges can set up department aliases that can make department names easier to read when users view reports or select report filters. You may want to shorten the dealership name that displays after the department name or place the dealership name first and the department name second. For example, you could create a department alias for Sales (City Honda Auto Group) with the name Sales (Honda) or Honda Sales. Adding Department Aliases To add a department alias: 1. From the main menu, click or roll your mouse over Settings, and then click Department Aliases. The Department Aliases page displays (see example below). 2. Click to select the department name that you want to add an alias for, and then click Add/Change Alias. A Department Alias Properties window displays. 3. Type the department alias in the field provided, and then click OK to save it. The alias displays next to the department name in the list. Changing Department Aliases To change an existing department alias: 1. From the main menu, click or roll your mouse over Settings and then click Department Aliases. The Department Aliases page displays. 65

68 2. Click to highlight the alias that you want to change and then click Add/Change Alias. 3. Change the alias name as needed, and then click OK to save the change. Deleting Department Aliases To remove an existing department alias: 1. From the main menu, roll your mouse over Settings and then click Department Aliases. The Department Aliases page displays. 2. Click to highlight the alias that you want to remove, and then click Remove Alias. You are prompted to confirm your decision. 3. Click OK to confirm that you want to remove the alias. 66

69 Appendix A: Setting Up Call Recording for Network Phone ASP Note: The following instructions set up Call Recording for Call Intelligence Network Phone ASP customers ONLY. To enable Call Recording and Ad Campaign Tracking for ASP customers, you must: Set up a customer account in the Call Source system Set up ad campaigns to track call activity for Set up phone numbers for recording incoming calls (if applicable) Route target numbers from the Network Phone ASP system to the Call Tracking system Setting up the Call Tracking Customer Account To set up the new account in the Call Tracking system: 1. Log in to the Call Source website ( using an administrative login and click Login. The Manage Account List page displays. 2. In the left pane under Accounts, click Add Account. The Add Account page displays. 3. Under Account Info, enter the following information (refer to the accompanying screenshot for reference): a. Type the name of the entity (enterprise, group, or dealership) in the Company Name field. b. Type the CMF number associated with the entity in the Company ID field. 67

70 c. Click to select Auto from the Company Type dropdown list. d. Leave the defaults for the remaining Account Info settings. 4. Under Main Contact, enter the following information (refer to the accompanying screenshot for reference): a. Type the contact name for the account in the Name field. b. Type the contact s address, city, and zip code in the fields provided, and click to select the state from the dropdown list. c. Type the contact s phone number in the field provided. d. Type the contact s address in the field provided. 5. Under Billing Contact, click to select check if billing same as contact. 6. Under Support, leave the defaults (blank fields). 7. Under Customizations, type adp_reports in the Branding Key field. The field should fill in after you enter the first or second letter. 68

71 8. Click Continue. An Account Features page displays. 9. Set the Account Features as follows: 69