Identifying Call Trends: Repeat Callers

In evaluating strategies for your call center, you may find yourself trying to identify call trends for specific callers — how often they're calling in, the times of day, and the count of their repeat interactions. This can be done using the ANI or Caller ID field, which is available on detail reports.

1. 1

   Navigate to the Reports page on the left sidebar and select Create New Report at the bottom of the page or the plus button on top.

2. 2

   Select Sessions, Queues, or Agent Activity Data from the popup options for Genesys Cloud, or Call Data/Call Party Activity for Mitel.

3. 3

   Select the detail option.

4. 4

   Apply a filter to the Call Date/Time column for the time period you want to report on. Then open your Fields on the left-hand side, click the 3 dots menu next to ANI or Caller ID, and choose Add Filter so the dimension appears on top.

   

   Important

   This is pulling detailed data with only a date filter, which can result in a large number of records if you have high call volume. Shorter Call Date/Time range parameters are recommended to ensure data is pulled in a timely fashion.

5. 5

   From inside the Fields box, drag the Call Date/Time dimension into the Columns box and the ANI/Caller ID dimension into the Rows box.

6. 6

   Click the arrow next to Advanced Sorting Options to expand it. Check both Only show record count and Sort groupings by record count.

7. 7

   Click Run Report to see the results.

   

To learn how to save the report to run again in the future, or how to schedule it to be emailed regularly, see our article on Scheduling Reports.

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