A Reference Guide to Call Logs and Call Details
Overview:
This guide provides clear and standardized definitions for all data headers found in the RYNOTrax 2.0 Call Logs and details page. It is the primary resource for understanding the information captured during customer phone calls.
Maintaining data consistency is essential for effective reporting and operational excellence. Please refer to this document to ensure you have an understanding of each data field and its function.
| Name | Description | Service |
| Action |
Call Summary – A brief summary indicating the reason and outcome of the call Play the Call – Listen to the call from the Call Log screen (control speed, play/pause, forward/reverse 10 seconds download call) |
Track AI |
| Address, City, State, Zip | Caller’s address, city, state, zip if provided during the call | Track AI |
| Agent Name | Name of the agent(s) who spoke with the caller | Coach AI |
| Agent Rating* |
Numerical scores of how well an agent performed on a call based on a combination of call quality metrics. Rational - logic and examples used to determine the rating Agent Coaching Opportunities - suggestions on how to improve rating |
Coach AI |
| Business Related | Does the call represent potential new business for the core services/products offered | Track AI |
| Call Conversion Page | Page that generated the phone call | Track AI |
| Call Direction | Inbound | Track AI |
| Call ID | Unique call identifier associated with the call | Track AI |
| Call Insights | Important insights about the call that are tagged for quick reference. Example: Customer “Complaint” or requests for “Emergency” services | Coach AI |
| Call Start | Date and time in the company’s local time zone | Track AI |
| Call Status | Answered / Missed / Voicemail | Track AI |
| Call Summary | Summary of the key points discussed on the call | Coach AI |
| Caller Name | Name the caller used to identify themselves | Coach AI |
| Caller Number | Calling party phone number | Track AI |
| Caller Sentiment* |
Numerical scores based on the overall feelings, attitudes, and emotions a customer displayed toward the brand/service over several key indicators (language, behavior, tone, etc) on the call Rationale - logic and examples used to determine the rating Improvement Suggestions - suggestions on how to improve rating |
Coach AI |
| Connected Duration | Total duration, in minutes and seconds, the call was connected to the destination number. | Track AI |
| Customer Type | Residential / Commercial / Unsure | Coach AI |
| Client ID | Unique client identifier | Track AI |
| Destination number | Phone number the dialed number forwards to | Track AI |
| Dialed Number | Number the caller dialed | Track AI |
| Duration | Total duration of the call in minutes and seconds | Track AI |
| Estimated AI Job Value | AI generated estimated job value based on the location of the company | Coach AI |
| Landing Page | Page the visitor lands on after clicking link | Track AI |
| Lead Booked | Call resulted in a scheduled appointment or sale of goods | Track AI |
| Marketing Call Attribution | Marketing Phone Line associated with the call (Organic-GMB Listing, GLSA, etc.). | Track AI |
| Marketing Group | Marketing group associated with the call (Direct, Organic, PPC, etc.) | Track AI |
| New Customer |
Callers who identified they have not used the company's services before Yes / No / Unsure |
Track AI |
| Organization | Company Name | Track AI |
| Qualified Lead | Inquiry about goods or services that are offered by the company and fall within their service area | Track AI |
| Reason for Lead Not Booked |
Reason an appointment was not scheduled, or goods were not purchased during the call Price Shopper / Time Requirement / Not the Homeowner, etc. |
Track AI |
| Reason for Not Qualified Lead |
Reason the call was determined not a qualified lead Rework / Out of Service Capabilities / Out of Service Area / Reschedule / Cancel |
Track AI |
| Reason Not Business Related |
Reason the call was not determined business related. Solicitation / Robot/Spam / Wrong Number, etc. |
Track AI |
| Referring Domain | The source that sends the visitor to the site | Track AI |
| Service Detail |
Specific work requested during the call Garbage Disposal / Furnace / Kitchen Faucet / Duct Work, etc. |
Coach AI |
| Service Line |
Category of service(s) requested during the call HVAC / Plumbing / Electrical, etc |
Coach AI |
| Service Rating* |
Numerical scores of the overall quality of service the business provided to the customer, based on the information gathered during the call. Long hold times, poor service, etc. Rationale - logic and examples used to determine the rating Call Actionable Opportunities - suggestions on how to improve rating |
Coach AI |
| Service Type |
Type of service requested during the call Install & Replace / Service & Repair / Maintenance |
Coach AI |
| Transcript | Written record of everything said during the call | Coach AI |
*Understanding Our Rating System
We are committed to continuously improving our rating system to ensure it remains a valuable tool.
Our rating system provides a comprehensive overview of each call through three key metrics:
• Agent Rating: Evaluates the agent's performance and adherence to best practices
• Caller Sentiment: Gauges the caller's overall emotional tone and satisfaction.
• Service Rating: Assesses the organization's ability to satisfy the caller's needs and overall experience.
Ratings are designed to offer general insights and are not industry specific. Ratings are calculated across multiple criteria and assigned a weight. Scores are then combined to produce a final rating on a scale of 1 (lowest) to 5 (highest). Each rating is accompanied by a Rationale explaining the score and Opportunities/Suggestions that offer guidance for improving future interactions.