Dealer Services. Reports Guide. Call Tracking. Applies to Call Connect Integrations. *322165* August 28,

Transcription

1 Dealer Services Reports Guide Call Tracking Applies to Call Connect Integrations *322165* August 28, August 2009

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 of North America, Inc. CallSource and CallTrack are registered trademarks of CallSource, Inc. All Rights Reserved. CallTrack, version 4.0, 2007 CallSource, Inc. All Rights Reserved. Printed in U.S.A. ii

3 Table of Contents Introduction... 1 Logging into the Reporting Interface... 2 Viewing the Online Reports... 3 Available Reports... 3 Generating an Online Report... 5 Exporting a Report into Excel Format... 7 Playing a Recorded Call... 7 Scheduling Reports for Distribution... 8 Managing Scheduled Reports Viewing the Scheduled Reports List Editing a Scheduled Report Deleting a Scheduled Report Setting up Missed Call Notifications Viewing the Account Report August 2009 ADP, Inc. iii

4 Call Tracking Reports Guide iv August 2009 ADP, Inc

5 Introduction ADP Call Connect provides your dealership with a local and long distance phone service for your existing phone system. With the Call Tracking add-on for Call Connect, your dealership can track incoming calls and measure marketing performance. The Call Tracking solution provides a Reporting web interface that allows you to: View online reports that show ad campaign call activity and statistics Schedule reports for recurring distribution to one or more recipients Set up notifications that alert recipients when calls are missed and go to voic View an account report that you can use as reference to identify tracking numbers and start and end dates for ad campaigns This guide provides information on how to access and use the Call Tracking Reporting interface August 2009 ADP, Inc. 1

6 Call Tracking Reports Guide Logging into the Reporting Interface To log into the Reporting interface: 1. If necessary, open a browser window. 2. Enter in the Address field of your browser window. A Reporting Login dialog displays. 3. Type your assigned username and password in the fields provided, and then click Login. The ADP Online Reports page displays (see example below). From the ADP Online Reports page, you can create and run reports on demand. The Reports menu in the left pane includes the other options to add and manage scheduled reports, set up notifications, and view the account report. 2 August 2009 ADP, Inc

7 Viewing the Online Reports Viewing the Online Reports The Online Reports option allows you to create and run reports on demand. These reports show call activity and statistics that can help you determine the effectiveness of your ad campaigns. Available Reports The following table lists the Call Tracking online reports that are available. Table 1. Call Tracking Online Reports Report Name 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 Description Provides a table with call tracking details for each ad campaign call (including missed calls). Allows you to play a recording of an incoming call when available (see Playing a Recorded Call on page 7). 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 August 2009 ADP, Inc. 3

8 Call Tracking Reports Guide Report Name Executive Summary Total Leads By Ad Source Cost per Lead by Ad Source Missed Calls By Day Missed Calls By Hour Peak Calls By Day Peak Calls By Hour Average Call Duration by Ad Source Call Trending by Location Lead Trending by Location Calls by Zip Code Calls by Area Code 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. 4 August 2009 ADP, Inc

9 Viewing the Online Reports Generating an Online Report To generate an online report: 1. If necessary, log into the Reporting interface (see Logging into the Reporting Interface on page 2). 2. From the ADP Online Reports page, click to select the report that you want to view from the Report Type drop-down list (see Table 1 on page 3). Detailed information about each report is available in the online help (click User Guide under Resources in the left menu). 3. 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. 4. 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 drop-down lists. By default, no custom call durations are set August 2009 ADP, Inc. 5

10 Call Tracking Reports Guide 5. To select a different date range for the report, click to select the range from the drop-down 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. 6. To limit the report to specific hours of the day or days of the week: a. Click to select the starting (From) and ending (To) hours for the time range from the drop-down lists. By default, All Hours is selected. b. Click to select Weekdays only or Weekends only from the drop-down list. By default, All is selected. 7. 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 the Print link in the upper right corner of the report. Export the report into Excel format for use in the spreadsheet application. This option is only available for table-style reports (see Exporting a Report into Excel Format on page 7). Close the report and return to the ADP Online Reports page. Click or the Close link in the upper right corner of the report. 6 August 2009 ADP, Inc

11 Viewing the Online Reports Exporting a Report into Excel Format 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 Tracking. The following activity reports can be exported 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 an online report to Excel format: 1. View the online report that you want to export to Excel format. 2. Click the EXCEL link 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 drop-down 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. Playing a Recorded Call The Call Details Report provides a playback feature that allows you to play an audio recording of an incoming call (if available). Recordings are stored in call mailboxes, one for each target number. Each mailbox holds all recordings of incoming calls from the previous 30 days. If a recording is available for an incoming call, a speaker icon displays in the Index column of the corresponding row in the Call Details Report. Click on the speaker icon to play the recording August 2009 ADP, Inc. 7

12 Call Tracking Reports Guide Scheduling Reports for Distribution The Add Scheduled Report option allows you to create a report to run on a regular schedule for distribution. Every time the report runs, the report will be automatically ed to a list of recipients that you provide. Scheduled reports can help you automate the reports that you use the most and send them to associates who may not run online reports. To add a scheduled report: 1. If necessary, log into the Reporting interface (see Logging into the Reporting Interface on page 2). 2. In the left menu, click Add Scheduled Report. An Add Scheduled Report page displays. 3. Type the name for the report (up to 20 characters) in the field provided. Report names cannot contain a / (forward slash). 4. Specify the frequency for the report as follows (defaults shown below): a. To run the report daily, click to select Daily, and then click to select how often to run the report (every 1 to 6 days) from the drop-down list. b. To run the report weekly, click to select Weekly, and then click to select how often (every 1 to 3 weeks) and which day of the week to run the report from the drop-down lists. c. To run the report monthly, click to select Monthly, and then click to select the day of the month to run the report from the drop-down list. d. To run the report quarterly, click to select Quarterly, and then click to select the day and months (by quarter) to run the report from the drop-down lists. e. Click to select the time of day to begin generating the report (Pacific Time) from the drop-down list. 8 August 2009 ADP, Inc

13 Scheduling Reports for Distribution 5. Click to select the report that you want to schedule from the Report Type drop-down list (see Table 1 on page 3). Detailed information about each report is available in the online help (click User Guide under Resources in the left menu). 6. 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. 7. 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 drop-down lists. 8. To limit the report to specific hours of the day or days of the week: a. Click to select the starting (From) and ending (To) hours for the time range from the drop-down lists. b. Click to select Weekdays only or Weekends only from the drop-down list August 2009 ADP, Inc. 9

14 Call Tracking Reports Guide 9. Leave the default start and stop dates (ASAP and Never) to run the report from now on, or click to select different start and stop dates (Set Custom, Tomorrow, Next Week, or Next Month) from the drop-down lists. If you selected Set Custom, click to select the month, date, and year for the starting (From) and ending (To) dates. By default, the current date is selected. 10. Type the addresses of the recipients for the report (one per line) in the Select Recipients text box (see example below). 11. Click to add the scheduled report. The Managed Scheduled Reports page displays with your new scheduled report listed (see example below). For more information on viewing and managing your scheduled reports, see Managing Scheduled Reports on page August 2009 ADP, Inc

15 Managing Scheduled Reports Managing Scheduled Reports The Manage Scheduled Reports option allows you to view or edit your list of scheduled reports. From the Managed Scheduled Reports page, you can: Search for a report by name, customer/site, or address Verify when the next report will run Select a scheduled report to edit or delete Viewing the Scheduled Reports List To view a list of your scheduled reports: 1. If necessary, log into the Reporting interface (see Logging into the Reporting Interface on page 2). 2. In the left menu, click Manage Scheduled Reports. The Manage Scheduled Reports page displays with a list of your scheduled reports (see example below). The following information displays for each scheduled report: Assigned name of report Report type and frequency Customer(s) included in the report Username of who created the report Start and end date of scheduled runs Date or time of the next scheduled run Status of the previous run Note. The Last Status indicates if the report was successfully sent but not if it was successfully delivered or received. A status of OK can display even if recipients have blocked the or the landed in the recipient s spam folder. 3. To filter the scheduled report list: a. Click to select the report field to search by (Any Report Field, Report Name, Customer Name, or Address) from the drop-down list. b. Type the filter text in the field provided. c. Click Find to display only matching scheduled reports August 2009 ADP, Inc. 11

16 Call Tracking Reports Guide Editing a Scheduled Report To edit a scheduled report: 1. From the Manage Scheduled Reports page, click to select the report that you want to edit, and then click Edit Scheduled Report. 2. Update the scheduled report as needed. Note the following: You can change all fields, other than Frequency. If you need to change the frequency of the report, you must create a new scheduled report and then delete the old one. 3. Click to save the changes to your scheduled report. Deleting a Scheduled Report To delete a scheduled report: 1. From the Manage Scheduled Reports page, click to select the report that you want to edit, and then click Delete Scheduled Report. You are asked to confirm your decision. 2. Click OK to permanently delete the scheduled report, or click Cancel to exit without changes. 12 August 2009 ADP, Inc

17 Setting up Missed Call Notifications Setting up Missed Call Notifications The Set up Notification option allows you to activate an notification that sends an alert to one or more recipients when a call is missed and goes to voic . To activate the notification: 1. If necessary, log into the Reporting interface (see Logging into the Reporting Interface on page 2). 2. In the left menu, click Set Up Notification. A Set Up Notification page displays. 3. If necessary, click to select a different customer/site from the drop-down list, and then click Go. An Notification Setup page displays. Note. notification settings are managed independently for each customer/site. 4. Set up the notification as follows (see example below): a. Verify that Activate missed call notification is selected. b. Type the addresses of the recipients for the notification (one per line) in the text box provided. c. Click Submit Changes to save the notification. 5. To make changes to the list of recipients, use Steps 1 through 3 to display the notification, update the addresses as needed, and then click Submit Changes. Any changes made to the settings take effect on the following day. 6. To deactivate the notification, use Steps 1 through 3 to display the notification, click to clear the Activate missed call notification setting, and then click Submit Changes August 2009 ADP, Inc. 13

18 Call Tracking Reports Guide Viewing the Account Report The View Account Report option allows you to view details about each advertising campaign by customer/site. You can use this report as a reference when you need to identify a tracking number or the start and end dates for an ad campaign. To view the account report: 1. If necessary, log into the Reporting interface (see Logging into the Reporting Interface on page 2). 2. In the left menu, click View Account Report. The Account Report displays as shown in the following example. Note. Ad cost and basis data only displays if your dealership provided ADP with the data to use when setting up your ad campaigns. 3. To print the report, click the Print link in the upper right corner of the report. 4. To export the report to Excel format: a. Click the EXCEL link in the upper right corner of the report. A File Download dialog prompts you to open or save the file. b. Click Save to save the file to your workstation or any other computer on your network. The Save As window displays. c. From the Save in drop-down list, select the appropriate folder in which to save the report. d. In the File name field, type a name that will help identify the file later. e. 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. 5. To close the report, click or the Close link in the upper right corner of the report. 14 August 2009 ADP, Inc