In this Volley 15 webinar, host Summer introduces two new product features presented by Liza. First, the campaign performance report has been migrated to a new reporting framework, offering a refreshed layout with high‑level metrics (contact rate, appointment conversion), visual charts, and a detailed data table at the bottom. Users can filter the view by date, export the report as PDF or CSV, and must ensure each campaign is labeled as inbound or outbound for accurate categorization. Liza also teases upcoming reports—Heat Report and Agent Efficiency Report—that will soon join the new framework. Second, Pulse gains two new filtering options: a “suspicious‑only” filter that isolates calls flagged for unusual activity (short duration, false DNCs, mismatched appointment claims) and a topic filter that lets users select one or more conversation topics and choose matching logic (any vs. all) to narrow call reviews. Documentation and support resources are available, and the features are live immediately after the call.
Chapters
Okay, hello everyone. Welcome back to another Volley 15. We have 2 different features that Liza is going to be going over today with you guys. So let's go ahead and get started. Liza, take it away.
Great, thank you. Yeah, so 2 things that should be familiar, kind of some fresh changes on reports and then on Pulse filtering. So I will go ahead and share my screen. I'm going to start with the reports. So we have a— this is a familiar report, but transition to our new framework. So campaign performance report is one of my go-tos when I'm looking to see the production, I guess, the productivity, the effectiveness of one campaign versus another. So I can see my contact rate, my conversion on specific campaigns that I'm running. This is in the new reporting framework. So I just clicked on reports from my main left-hand menu. Hopefully you guys have already played around a bit in the agent reports. This newest is the campaign performance report. It should look relatively familiar as far as metrics, but the layout is obviously newer, fresher than what the report looked like in the old framework. I'm in our demo account, so I'm just going to change this to the past 6 months. So we have a little bit more to look at here. But you can see it's a lot of those similar— it's your high-level campaign performance, the things that you care about at a zoomed-out level. So contact rate, appointment conversion rate, it's pulling in for me my top performing inbound versus my top performing outbound campaigns as far as appointment. Conversion or generating appointments. The inbound and outbound designations here, just as a reminder, those are coming from the campaign types that you have set up at the campaign level. If you're not certain where to go for that, reach out to our team. We can help you get those categories set up. Those categories play in a lot, those different campaign types come into play in multiple different ways in the new reporting. So you're going to want to make sure that you have an inbound or an outbound designation on all of your, on all of your campaigns. If we scroll down a little bit further, you have, if you're a visual person, some more charts. So I can see where my appointments are coming from as far as method, communication method. And then I can also track over time the attempts that I'm making, the contacts that I'm making on those attempts. So contacts, I mean, customers are actually picking up and then appointments that I'm setting when I'm having those conversations. If you are a spreadsheet person and you like seeing tables and charts of just the raw data, Then you should scroll all the way down to the bottom of the report and you have that detailed breakdown. This is a theme in all of our new reporting. At the bottom of those reports, they all have this kind of table breakdown. So looks more similar to what our report may have shown in the past in that older framework. So this is where I'm seeing individual campaigns and those performance metrics. Don't forget that these can be exported. So you can download just this section if you want, or the entire report you can download as a PDF or as a CSV. So if you need to send this data to someone else who isn't logged into Volley, it makes it really easy to do that. So new report, there are more coming. I know our team is being asked a lot about the heat report and the agent efficiency report when those will be moved over. Haley on my team and myself, we've gotten some sneak peeks into what's coming. So I know the heat report is right around the corner. We think it's awesome. So biased, of course, because we had— we gave some feedback on getting it all built. So we're really excited to get that to everyone. There's a really big push volley-wide to get all of these reports moved over to the new framework. So If you have questions, please, please talk to us about them. Our engineering team has given us multiple resources to help train us, train you kind of thing on these new reports. So we want to make sure that everyone's comfortable. You know, if we can help provide different resources, we've got lots of people on the team who want to create those resources for us. So new report, campaign performance report. I'm gonna flip into my second tab. So I'm gonna switch to talking about Pulse now. And we've added some additional filtering options. So I'm gonna go straight over to my filters on the right. One to talk about, one of the new ones is this suspicious only filter. We have other parts in the app where we refer to suspicious calls. Pulse allows us to be a little bit more insightful in what is suspicious. So your time is better spent looking at things that really need your attention. The Pulse Integrity Review is looking at unusual activity compared against a normal call. So this could be things like very short duration calls paired with disposition issues. It could be false DNCs where Pulse is identifying that a customer was opted out of communications when in fact they didn't request that, or maybe false appointment claims. So something being marked as an appointment when the Pulse reading doesn't, doesn't pick up on that appointment topic. So suspicious only, just a filter. So it can help you narrow down on those calls that you might wanna QC. Speaking of topics, the second additional filter that we added is a topic filter. So you can select from any of these kind of general topics that we have here. Filtering for a topic will limit the calls that you're looking at to calls where Pulse identified that this topic was discussed on the call. It could be that it was the primary topic, or it can just be that even if it wasn't the primary thing that was discussed, it was, it was brought up at some point on the call. So you can add one or multiple topics when you're executing your search here. If you have more than one topic that you're looking for, you can use this matching to decide how you want to stack those criteria. So I've selected appointment scheduling and informational inquiry. I can use this matching to say I want any call that discusses either appointment scheduling or there's an informational inquiry, or I can say only show me calls where both appointment scheduling and informational inquiries appear as a topic. So that allows you to say all of the above, I guess, where, you know, any of these topics are discussed, or specifically calls where all of these topics appear in one phone call. So some new filters in Pulse. I know people have already seen this. I was on a call with someone this morning and they were telling me how they liked using the topics filters. So maybe you guys have already seen these options, but if not, topics, and then the suspicious only. If you have questions on this, like I just mentioned, reach out to our team. We have updated documentation on the Pulse reports, so we can share that with you or just walk you through it on your next meeting. Awesome. And everything I have, Summer, both of these are live, right?
So they can be using these as soon as we get off this call. So And it doesn't seem like any questions have come through. So I honestly think we're good. Thank you guys so much for attending. Liza, thank you so much for showing those to us today. We appreciate it. And everybody else, we'll see you next time. Great.
