Report on Inbound vs Outbound

Cradle puts different text into the Call notes field of an engagement. We recommend using the following terms as a search filter to narrow down the types of calls to either inbound or outbound and then reporting these separately. 

Steps

1. Create custom report from the report page
2. Select Single Object, and choose activities, click next
3. Add the following properties to the data your report brings in
   1. Activity date
   2. Activity type
   3. Call duration
   4. Call notes
   5. Call outcome
   6. Activity assigned to
   7. Details
      
4. Filter for the time period you want, and then add the following filters
   1. Activity type: is any of Call
   2. Call notes contains exactly {search term from above table}
      
5. Then proceed to visualise this data as you want to. This is an example of the count of incoming calls compared to the previous period. 
   
   

If you need help with custom reports, please get in touch!

Notes

• If your team make custom notes within the engagement, and include any of the search terms, or delete the Cradle entered search terms, the results may not be accurate. 
• Call durations within HubSpot are often different to what is listed in Cradle for a combination of the following reasons:
  • We can only post one leg of a call into HubSpot, so if a call is transferred, put on hold, or otherwise has multiple legs in our system (i.e. part of the call is recorded), the duration will not be what is listed in Cradle
  • We only list the duration of time on the phone in HubSpot, not the time the customer spent in a ringing state. In the Cradle reporting tools, ringing time is included.