Reports
The metrics ClearTalk tracks, what each chart actually tells you, and the three numbers worth watching every week.
Reports is the overview of what your agents have been doing — calls, minutes, appointments, messages, and spend — over whatever date range you pick.
The headline metrics
| Metric | What it counts |
|---|---|
| Total Calls | Every call placed or received |
| Call Minutes | Total talk time — this is what you're billed on |
| Appointments (or your primary result) | See below |
| SMS Sent | Messages sent |
| Total Cost | Spend across everything in the period |
The third card takes your own name for it
Once you've marked a call result as your primary one, this card renames itself to match — "Demos Booked", "Quotes Sent", whatever you called it — and counts that instead. Until you do, it reads "Appointments".
It's the most visible payoff for spending ten minutes on defining what counts as a win, and the reason to do that before you start reading these numbers seriously.
The charts
Calls over time, Spend over time, and SMS over time are the trend lines. Useful for spotting the day something changed — a campaign starting, a number getting flagged, a workflow breaking over a weekend.
How calls ended breaks calls down by the result your agent recorded — appointment booked, voicemail, do-not-call, and the rest. This is the quality chart.
Renaming a result doesn't break your history
The chart shows your current names, including on calls that happened before you renamed anything. Rename "Appointment Booked" to "Consultation Booked" today and last month's calls re-label themselves too — nothing is orphaned and no history is lost. Rename freely.
Calls by connection shows whether calls actually connected, were missed, failed, or are still in progress. This is the plumbing chart.
Those last two answer completely different questions. "Calls by connection" tells you whether your calls are reaching people — a deliverability and list-quality issue. "How calls ended" tells you whether the conversations are working — an agent-quality issue. Diagnosing one with the other is how people spend a week fixing the wrong thing.
The three numbers worth watching weekly
Connect
rate — are calls reaching people at all?
Result
mix — of the ones that connect, what happens?
Cost
per appointment — not per call
Connect rate is your early warning system. A falling connect rate on the same list, with nothing else changed, usually means a number's reputation is going — see Outbound calling without getting flagged.
Result mix is agent quality. If connects hold steady but appointments fall, the conversations changed, not the plumbing. Go read transcripts in Conversations.
Cost per appointment is the only number that means anything commercially. Cost per call is nearly useless on its own: a campaign with longer, more expensive calls that books twice as many people is the better campaign.
Work it out as Total Cost ÷ Appointments for the period. Track it weekly, and treat any change as something to explain.
Exporting
Export Excel downloads the underlying data as a workbook. Worth it when you want to slice by something the charts don't offer, build your own view, or hand numbers to someone who lives in a spreadsheet.
Export availability depends on your plan.
What reports won't tell you
Reports are a dashboard, not a diagnosis. They tell you that something changed, never why.
- 1
Reports shows the drop
Appointments down 30% week on week.
- 2
Check connection first
Did calls stop reaching people, or did conversations stop working? Different fix.
- 3
Go to Conversations
Filter to the period and the failing result. Read five transcripts.
- 4
Fix one thing
Then watch the same number next week.
Compare against yourself
There's no useful industry benchmark for any of these. Answer rates vary wildly by list, offer, region, and time of day. Your own numbers from last month are the only honest comparison you have — which is why it's worth writing them down somewhere before you start changing things.
Per-campaign figures
For campaign-level breakdowns — calls, answer rate, appointments, and cost per campaign — use the table on My Campaigns rather than Reports. Reports is your whole organization; that table is per campaign, over the range you choose.