Overview
The Inbound Summary report in Kixie provides insights into the number of incoming calls each Kixie phone number receives, along with key performance metrics such as missed calls, call connections, and average call duration.
This report is especially useful for teams that use multiple phone numbers for marketing campaigns, customer support lines, or sales tracking. By analyzing inbound call data, businesses can determine which phone numbers and campaigns are driving the most engagement.
Use Case Example
A marketing team might use different phone numbers in various advertising campaigns to track which ads generate the most calls. The Inbound Summary report allows them to compare inbound call volumes for each number and assess the effectiveness of different campaigns.
Understanding the Report Columns
- Number: This is the Kixie phone number receiving inbound calls.
- Name: This is a user-assigned label that helps identify the purpose of the number. Assigning a name makes it easier to distinguish between multiple numbers that may be tied to the same destination. For example, a business might name a number "Google Ads Campaign" or "Support Line" to clarify its purpose.
- Destination: This refers to the Kixie entity that the phone number is assigned to. The destination can be an IVR (Interactive Voice Response), a call queue, or an agent’s direct phone number.
- Incoming: This is the total count of inbound calls to the number within the selected date range.
- Incoming Connections: This represents the number of calls that met the defined "connection" threshold. In Kixie, a connection is based on a call duration set by the business. For example, a company might define a connection as any call lasting at least 60 seconds, while Kixie’s default connection threshold is 180 seconds.
- Missed: This is the total number of inbound calls that were missed, meaning they were not answered.
- Missed Percentage: This indicates the percentage of incoming calls to that number that were missed.
- Average Duration: This metric shows the average duration of all inbound calls to that number.
How the “Name” Field Helps with Tracking
When configuring a phone number in Kixie, users can assign a custom name to make it easier to identify in reports like the Inbound Summary. This is particularly helpful when multiple numbers are assigned to the same Destination (such as an IVR or call queue).
For example, if a business runs multiple marketing campaigns, they can label their phone numbers based on each campaign. This way, instead of just seeing a list of numbers in the Inbound Summary report, they can quickly identify which phone number is associated with which campaign.
Conclusion
The Inbound Summary report is a valuable tool for tracking call performance, improving campaign effectiveness, and ensuring that inbound calls are properly handled. By leveraging the data in this report, businesses can optimize their call-handling strategies and maximize customer engagement.
For further assistance, please reach out to Kixie Support.