YR & CVR — CallRail Call Analysis

1. Source File. All call-level data sourced from HR-CVR Call Log Nov2025-Mar2026.xlsx (non-API manual export), sheet “Call Log Nov1-Mar27”, located at: /Volumes/Crucial External 2TB Mini 1/Dropbox/OpenClaw Transfer 1/Top of the Funnel analysis/Call Analysis/. This file contains 412 raw rows covering Nov 1, 2025 – Mar 27, 2026. Two rows were excluded as duplicates or data artifacts during processing, yielding 410 countable call records across 9 tracked numbers. A second file, HR-CVR Call Log Nov2025-Mar2026 (API).xlsx, was also reviewed for comparison. The non-API export was selected as source of record because it contained 1–2 additional answered records on the CVR Google Ads tracker.

2. Tracking Numbers Included. This dashboard covers 7 of the 9 CallRail tracking numbers present in the source file: HR YR Website Prime (866-667-4884), HR Yard Ramp 2 GA (847-499-1588), HR CVR Website Prime (866-582-4945), CVR Google Ads (866-582-6203), CVR.com website (262-228-9360), Google YR Rentals (877-596-7017), and Bing PPC (847-616-8504). Two numbers were excluded: HR GA Yard Ramp (847-665-1094, 2 total calls, 0 answered) and Yard Ramp Billboard (262-435-5538, 0 calls in this export period). All 7 included numbers route through either the YR Call Flow or CVR Call Flow in CallRail.

3. Call Status Definitions. Each call in the source file carries one of three statuses, applied directly from the CallRail export without modification: Answered — a rep’s Vonage DID picked up the call; Missed — the call rang through the full call flow and no rep answered; Abandoned — the caller hung up before the call was routed to any rep’s phone. Abandoned calls are a caller-initiated event and do not indicate a staffing gap, though a high abandoned rate may suggest the call flow greeting or routing delay is too long. These three statuses are mutually exclusive and sum to the total in every table.

4. Business Hours Definition. Business hours are defined as Monday–Friday, 8:00 AM – 4:00 PM CT, consistent with the schedule gate configured in both the YR Call Flow 2025-10-15 and CVR Call Flow 2025-11 in CallRail. “Before Business Hours” = weekday calls before 8:00 AM; “After Business Hours” = weekday calls at or after 4:00 PM. The Missed by Time of Day table (Table 2) excludes Saturday and Sunday missed calls (4 weekend calls omitted), since after-hours weekend routing is a separate operational question. The Business Hours vs. After Hours table includes all answered calls including weekends.

5. Rep Attribution. Rep identity is determined by the “Agent Name” field in the CallRail export, which reflects the Vonage DID that answered the call. DIV-to-rep mappings were confirmed against the Vonage Users Summary report. Main Line (847-680-7700) is the Handi-Ramp main switchboard number, not a salesperson; it appears in the data because calls occasionally routed to that DID (primarily Bing PPC calls) and is shown in muted styling throughout to distinguish it from the sales team.

6. Analysis Method. All counts were computed programmatically in Python using openpyxl to read the source .xlsx file directly. No manual counting or spreadsheet formulas were used. Each table was derived from the same single-pass read of the “Call Log Nov1-Mar27” sheet, filtered to the 7 included tracking numbers. Column totals were verified to sum correctly (Answered + Missed + Abandoned = Total) before publishing.

8. Round Robin / Simulcall Estimation. Vonage’s Call Groups report does not distinguish between a call that escalated from Round Robin to Simulcall and one that simply overflowed the queue entirely — both appear as forwarded with no destination detail. Hop-level segment data (which rep was rung first, whether Simulcall fired, who answered) is only available via the Vonage REST API or manual per-call drill-down in the admin portal, neither of which was accessible for bulk export.

As a proxy, we estimated Simulcall activity using the distribution of answered CallRail calls across the five core sales reps (Nov 2025 – Mar 27, 2026). In a balanced Round Robin, each rep would answer approximately 54 calls (272 total ÷ 5). The sum of deficits below that mean — reps whose missed RR turns would have triggered Simulcall — yields an estimate of ~50 Simulcall escalations, or roughly 18% of answered calls over the period.

7. Period & Refresh. Data covers Nov 1, 2025 – Mar 27, 2026 (147 days). This is a static export — it does not auto-refresh. To update for a new period, a new CallRail export must be downloaded and the analysis re-run against the updated file. Dashboard built May 5, 2026 using OpenClaw / Forge.