Inbound Call Tracker

  • Category: CRM
  • Platform: Microsoft Excel
  • Description: The Inbound Call Tracker is a powerful Excel spreadsheet that enables individuals and teams to easily log their incoming calls, emails, and Live Chat sessions. With this spreadsheet, you can track your inbound communication activities and measure your productivity and effectiveness. The spreadsheet features customizable fields for contact information, call outcomes, and notes, as well as dynamic charts and graphs that provide visual insights into your performance. The Inbound Call Tracker is perfect for Support teams, sales professionals, customer service representatives, and anyone who needs to manage their inbound communication tasks. Use it to boost your efficiency, organize your workflow, and achieve your communication goals. Are you looking for an Outbound call tracker instead? Good news - there's one available in our shop!



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Features

✔️Modern & Easy to use interface.
✔️Multi-purpose tracker - Can be used for Sales teams, Customer Service, Technical support etc...
✔️Easily log all your Calls, Emails and Live Chat sessions.
✔️A powerful Timeframe selector lets you filter your data for a predefined timeframe or you may specify a date range.
✔️See escalation rates (%). Average call time is also calculated for inbound calls.
✔️Customizable - You can edit anything you'd like in this spreadsheet if needed.

Get started with your Tracker

Learn how to get the most from your new contact center tracker

Logging

Inbound Call Tracker has 1 input sheet for each type of communication channel: Call Center, Email and Live Chat. Start by logging your data into each sheet. If your business does not support one of these communication channels, such as Live Chat, simply leave it blank.
Here are the columns you can populate:

  • Date: The date which the call, email or Live Chat session took place.
  • Name: Your contact's Name.
  • Account #: Select your contact's internal account number. The Accounts list is specified on the 'Settings' sheet.
  • Subject: Pick a subject (also known as a Reason) for the call, email or live chat session. The Subject list is specified on the 'Settings' sheet.
  • Status: Select a Status from the dropdown. The Status list is specified on the 'Settings' sheet.
  • Call Time: Enter the time it took to complete the call. Format: HH:MM:SS (Example: 00:15:00 is a 15 minute call)
  • Escalated?: Select Yes or No from the dropdown. This is helpful if you need to track how many cases are escalated over time.
  • Description: Describe the reason for the call, email or live chat session.
  • Solution: Enter the Solution for the call, email or live chat session.

🟢 Tip: You can easily add more columns if there are additional statistics you'd like to track.



Overview Dashboard

The Overview Dashboard provides you with a clear operations summary, based on all the data you previously submitted.
The following data will be generated based on the Timeframe you select:

  • Communication Channel %: See what percentage of inbound traffic came from Calls, Email and Live Chat.
  • Received: See the total amount of Calls, Emails and SMS messages for the given timeframe.
  • Escalations: See the total amount of Escalations for the given timeframe.
  • Escalation rate: See the average Escalation rate % for each communication channel based on the given timeframe.
  • Average call time: See the average call time for the given timeframe.

The following data will always be generated based on the "All Time" Timeframe:

  • Status: The status tiles help identify how many call, email or SMS message interactions are still In Progress.
  • Breakdown by Quarter: Bar charts show you how much inbound traffic was generated per quarter.
  • Breakdown by Month: Smooth line charts show you how much inbound traffic was generated per month.

🟢 Tip: Place your mouse cursor over the charts to reveal figures.