Get a Deep Dive into Your Business Phone Calls with Call Reporting

Hi there, my name is Richie, and I’m the Product Manager for our Phones product here at Podium. I’m here to walk you through our new Call Reporting feature.

This feature allows you to dive deep into your business’s phone calls. It can help you answer questions like:

• Am I getting more inbound calls this month than last?
• Where are most of my leads coming from?
• And who on my staff is making the most calls?

To access our new reports, just log into Podium, head over to Reporting on your top navigation bar, and click Dashboard or Leaderboard.

Let’s start with the Dashboard.

This is where you can find a number of different useful reports related to your business’s Podium usage. The first I’ll talk about is our Inbound Leads report. This report shows you the leads you’ve captured in Podium and where they came from, such as through Webchat on your website.

New to this report is Phone calls as a lead source. Any conversation that’s started in Podium by a customer calling you is counted as a lead from a Phone Call. By default, this report will show you “Leads by Month” over the last 12 months, but you can adjust the filters to view this report by week or day.

The next report I’ll cover is brand new—it’s called Total Calls.

This report is accessible by clicking its tile in your main reporting Dashboard, or by clicking the report specifically in the side menu under Inbox. It shows you every call that happened within Podium along with its type and status. You can see, for example, the number of missed calls, or the number of outbound calls you made. Similar to the last report, there are filters available to change the time period and date range displayed.

The last report I’ll talk about is our Leaderboard.

This is a report that shows you performance metrics by “Employee” or by “Location” (for multi-location businesses). This can be a great way to keep your team motivated. Our Leaderboard tracks important metrics like review invites sent. New to the Leaderboard is the ability to rank by Total Calls Answered and Total Calls Made.

One thing to note—only calls made on our web browser or mobile phone will be attributed to a specific “User” on this report. Any call made on one of our desk phones will show as attributed to the desk phone. For example, if Front Desk 1 made 200 calls, it will show separately on the Leaderboard.

That’s a quick overview of our new call reporting feature in Podium. If you’re interested in Podium Phones for your business, go to podium.com/phones to talk to an expert.