Anyone who evaluates telephony usually starts with the number of calls. It is easy to count and says little: twenty calls to one customer are not the same as twenty calls to twenty customers. The number alone cannot tell them apart.
Haus iT Caller ID offers two levels for this. The reports answer what happened on the phone. Sales monitoring answers what that means for the customers.
- ReportsHow much was phoned?
- Sales monitoringWith which customers – and who is missing?
- Act on the phoneCall back, call list, note in the CRM
What the reports answer
The reports are the level for the overview. They show whether the company can be reached and how much has been left undone – without lists and without figures on individual people.
- Calls: total, inbound, outbound and missed – compared with the previous period and the previous year
- Reachability: as a rate, per location and per day
- Talk time: total and per call
- Open call-backs: as a number
What only sales monitoring shows
The details: call log, queues, employees
Every view with names is part of sales monitoring (as of 15 September 2026): the call log with filters, the queues with abandoned calls, waiting time and repeat callers, the figures per employee and department – and how the day fills up, by hour and as a daily timeline per employee.
Customers instead of calls
Sales monitoring counts how many different customers were spoken to and how many were called but not reached – per employee and per department. A busy day on the phone can then be told apart from a day on which many customers were reached.
What is missing never shows up in call statistics
A customer nobody has called for eight weeks does not produce a single row. They are simply missing. Sales monitoring lists these customers – with the day of the last conversation and a period you set yourself.
How quickly missed calls are returned
A missed call only becomes a problem when nobody calls back. Sales monitoring groups missed calls into incidents, shows the typical time until the call-back and lists those never called back as a list you can work through. Calls less than an hour old count as still fresh and are not rated.
The figures as a spreadsheet
Every table in sales monitoring can be exported as a CSV file, and so can the call log – with the same filters as on screen. Anyone who processes the figures in their own reports needs this step; it is not included in the reports.
The comparison
| Reports | Sales monitoring | |
|---|---|---|
| Calls, reachability, talk time, calls per day and location | yes | yes |
| Open call-backs | as a number | one by one, longest waiting first |
| How the day fills up | – | by hour and as a daily timeline per employee |
| Call log with filters | – | yes |
| Queues | – | answer rate, abandoned calls, waiting time and repeat calls |
| Figures per person | – | per user and employee, plus customers reached and contacted |
| Customers not called for a long time | – | list with an adjustable period |
| Response time to missed calls | – | time until call-back, “never called back” list |
| Talk time per customer | – | yes |
| Spreadsheet export | – | yes |
| Price per company per month, plus VAT (as of 13 September 2026) | EUR 49 | EUR 190, 50 lines included |
What it costs – and what that is per line
Sales monitoring costs EUR 190 per company per month, the reports EUR 49, both plus VAT (as of 13 September 2026). The extra EUR 141 pays for everything with a name: customers, employees, individual calls. 50 evaluated lines are included; that is EUR 3.80 per line – but only when all of them are used. A company with 20 lines pays the same base price.
Why companies choose it
Because a problem gets a name and a number. “Never called back: 23” is not a mood but a list you can work through. (The 23 is an example of the format, not a measurement.)
And because sales monitoring shows whether other measures work: whether the time until the call-back falls since the team works with the call centre and the power dialer, and whether the list of customers not called for a long time gets shorter.
What sales monitoring does not do
- It gives no grades to people. Judgement stays with humans.
- It does not listen to calls and stores no call content.
- It does not show waiting callers in real time.
Frequently asked questions
What is the difference between the reports and sales monitoring?
The reports count calls: how many, how many were missed and how reachable the company is – as simple statistics, without lists and without figures on individual people. Sales monitoring names names: the call log, the queues, the employees, how the day fills up – and it assigns the calls to customers: who was spoken to, whom nobody has reached for weeks and how quickly missed calls are returned. The reports are included in sales monitoring.
What does sales monitoring cost?
EUR 190 per company per month plus VAT, with 50 evaluated lines; each further block of up to 25 lines adds EUR 50 (as of 13 September 2026). The reports on their own cost EUR 49.
Do I need the Webex tile for it?
No. Sales monitoring needs neither the tile nor a Webex client, only the call data the portal already synchronises from Webex Calling.
Is the spreadsheet export included in the reports?
No. The export belongs to sales monitoring: the call log and every table of the sales controlling as a CSV file, with the same filters as on screen.
May I evaluate figures for individual employees?
In Germany, evaluations of individual employees are subject to co-determination under Section 87(1) No. 6 of the Works Constitution Act (BetrVG). Agree the introduction with your works council. The portal gives no grades and makes no decisions about people.