How to read the Callmenu Survey Report

The CallMenu Survey Report turns the responses callers gave inside a Call menu into something you can score. It runs in one of two modes depending on what you ask for: a detailed view of one agent's calls, or a ranked summary across every Agent. Knowing which mode you are in changes how you read the numbers.

Single agent report

The first mode shows all responses to callmenu prompts on calls handled by one agent, inside the campaigns you select, for a time frame. Each call appears in chronological order, and for every call you see the prompts asked and the responses given. The columns are short and clear.

• PHONE: the customer's phone number on the call.
• START TIME: the call time, taken from the live inbound log.
• TOTAL POINTS: the point total earned from that call's responses.

At the bottom, the report totals points per prompt and per call so you can see which questions drove the score.

All agent report

The second mode is a multiple-agent summary. It uses the dates and campaigns you pick and ignores the agent field entirely. Instead of per-call detail, you get one row per agent: the prompts met and the total value of the responses given. The whole report is sorted in descending order by the total points each agent accrued, so your top performers sit at the top.

• AGENT: the name of the agent.
• TOTAL POINTS: the sum of response values across that agent's handled calls.

Choosing a mode

flowchart TD
  A[Open CallMenu Survey Report] --> B{Agent field filled in}
  B -- Yes --> C[Single agent report]
  C --> D[Per call detail in time order]
  B -- Ignored --> E[All agent report]
  E --> F[One row per agent ranked by points]

This report only makes sense once your survey Campaign is feeding it data. If the call-path side is new to you, the inbound IVR call menu report covers how callers move through a menu. For where this fits across the board, see the reports overview.

Reading the columns in order

In the single-agent view, work left to right and the call tells its own story. PHONE identifies who was on the line, START TIME anchors when the call happened, and TOTAL POINTS sums up how that caller answered. Because the calls sit in chronological order, you can scroll a shift the way it actually unfolded and spot a stretch where scores dipped, which often maps to a break, a bad list, or a tired agent late in the day.

The per-prompt and per-call totals at the bottom are where the detail mode pays off. They show which prompts contributed most to the score, so you can tell whether a high total came from one strong answer or from a caller working all the way through the menu. That distinction matters when you are deciding whether the survey is measuring what you intended or just rewarding length.

The all-agent view trades that detail for a leaderboard. With one row per agent and the whole list ranked by total points, it answers a different question: who is pulling the strongest responses across the period. Use the detail mode to investigate a single agent's calls, and the summary mode to compare the team. The two modes feeding from the same prompt values is what keeps them consistent.

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