The Phone Lookup Report provides you with quick and easy access to call records for specific phone numbers dialed or inbound calls received by the Contact Center. This is useful in the event of customer complaints or quality assurance initiatives. Expand below to learn about options for searching and how to interpret outcomes.

This report may only be generated with a start and end time frame no greater than 365 days.  Data can be generated from up to 730 days back. By default, all times are in UTC.

 

A phone number is required to begin a search  

  • Date Range – Enables you to type in dates or choose them using the calendar drop-down buttons. The calendar allows you to select the start and end date ranges.
    • Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
      • Multiple sequential or non-sequential dates can be selected using the Multiple option.  You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
  • Transaction Type - Enables you to select the transaction type (Inbound, Outbound, Inbound SMS, Outbound SMS, Outbound Email, Inbound Email) from the drop-down menu.
  • Call Center – Select a call center with a drop-down menu.
    • Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu will open the multiple call center selection window
      • Multiple Call Centers can be easily chosen by holding down the ‘Ctrl’ key when making selections.
      • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
      • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services /call centers with the multiple arrow buttons.
  • Service – A particular service can be selected using the service drop-down box.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
    • Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the multiple service selection window:  
      • Multiple Services can be easily chosen by holding down the ‘CTRL’ key when making selections.
      • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
  • Contact Target - Specify either an email ID, or single/multiple phone numbers dialed to be searched for, or, in researching inbound calls, the caller ID of the inbound caller. A maximum of 10 phone numbers can be searched at a time using a comma as a delimiter.
  • Service Type – A particular service type can be selected using the Service Type drop-down box. If a particular service type is selected, services available for that particular service type will only appear in the Services drop-down list.
    • Multiple Service Selection – Clicking on the link next to the Service Type drop-down menu will open the multiple service type selection window:  
      • Multiple Service Types can be chosen easily by holding down the ‘Ctrl’ key when making selections.
      • You may sort service types in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The report generates the following data:

  • Call Center: Call Center Name
  • Service: Service Name
  • Name: First and Last Name of customer
  • Account: Account number associated with the phone number

  • Original Account Number: An alternate account number that is different from the unique account identifier within the client's CRM platform

  • Contact Target: Displays the contact target as a phone number or email
  • Agent: Agent name (if available)
  • Date: Date and time of the call
  • Start: Start time of the call in Hours: Minutes: Seconds
  • End: End time of the call in Hours: Minutes: Seconds
  • Campaign: Name of the campaign the phone number was found within
  • Contact from: Displays the source of contact
  • Outcome: Result code assigned to the call

  • Interaction Type: Displays the transaction type

  • Message Body: Displays the interaction text

  • Attachments: Contains  if the interaction type is email and if the email contains an attachment. To download the attachment, double-click , and then click the attachment in the Download Email Attachment window.

Additional Links 

  • Export to: CSV, PDF, and Excel – provides you the ability to export the report and data to another file type for storage and analysis.