Guides

Call Logs

Call Performance Dashboard Overview

  • The Call Performance Dashboard provides a detailed view of call-related KPIs (Key Performance Indicators), allowing users to monitor and evaluate call metrics.

Getting Started with Call Performance Dashboard

  • To go to Call Performance Dashboard to your Smartflo account, first log in using your unique User ID and Password. Once logged in, you will be directed to the main dashboard. From there, locate the navigation menu on the left-hand side of the screen and click on "Insights". You will land on the Insights Dashboard; from there, click on Call Performance Dashboard, which is located just to the right-hand side of the navigation menu on the top-left corner of the screen.
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Note: The Call Performance Dashboard is currently in closed beta. Access may be limited to selected users or accounts.

  1. Date Selection
  • Click on the date selection tool, as shown in the screenshot above.
  • The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.
  1. Filters
  • Click on the filter tool, as shown in the screenshot above.
  • The Filter option allows users to narrow down the displayed data based on specific criteria:
FieldDescription
Call StatusFilters calls by their status (All, Missed, Answered).
DID NumberFilters calls based on a specific phone number used to make or receive calls. This helps in analyzing call activity linked to that particular number.
Call IDSearches for specific calls using their unique call ID.
Call SolutionFilters based on the call solution type, such as Click-to-Call, Incoming, Dialer, or Broadcast.
  • *Note**: Broadcast can only be selected as a standalone option and cannot be combined with other call types during filtering.
Customer NumberAllows filtering calls by a specific customer number, referring to the consumer number, i.e., the phone numbers of your customers.
  1. Metrics Displayed at the Top
  • The main metrics displayed at the top include:
FieldDescription
Total CallsThe total number of calls (incoming and outgoing) handled in the selected time period.
Missed CallsThe number of calls that were missed (not answered) by an agent or platform (missed on the department, missed on IVR, etc).
Answered CallsThe total number of calls that were successfully answered.
Unique CustomersThe number of distinct customers who called during the selected time frame. Possible Cases could be:
  1. Unique Phone Numbers: A customer’s phone number is counted only once, even if they call multiple times.
  2. Unique Customer IDs: If customers have unique IDs, it counts each customer only once, no matter how many calls they make.
  3. Unique Incoming Calls: If someone calls the business, their number is counted as 1 distinct customer, even if they call multiple times.
  4. Unique Outgoing Calls: If you call customers, each phone number you call is counted as a distinct customer.
Call SolutionsDisplays the breakdown of calls by their product (Incoming, Click to Call, Dialer, Broadcast).
Call Volume

This graph which serves as the Hero Widget on the dashboard is a key feature for the users. It helps them to compare current data with past data for the same period, making it easy to spot trends and changes.

How It Works:
  1. **Compare Current and Past Data:**The widget shows current data (e.g., last 30 days) as one line on the graph. It also shows data from the same length of time just before that (e.g., the 30 days before the current period) as another line.
  2. Custom Date Ranges: Users can select any date range they want. The widget will automatically compare it with the same length of time before the selected dates. For example, if you choose the last 15 days, it will compare that with the 15 days before that.
  3. Clear Visuals: The graph uses simple and clear visuals to show the two lines for easy comparison. You can quickly see if numbers have gone up, down, or stayed the same.
  4. Helps You Take Action: * By comparing current and past data, you can understand trends and make better decisions.This is a powerful feature that enables clients to easily track and compare performance over time, helping them make data-driven decisions and take timely action based on real insights.
Missed Call PercentageShows the percentage of missed calls relative to the total calls made or received.
Call TypeSegregates calls by type (Inbound, Outbound).
  1. Key Performance Indicators (KPIs) at the Bottom
  • The following KPIs provide data about call performance and details:
KPIDescription
DirectionIndicates whether the call was inbound or outbound.
Call StatusThe status of the call, such as Answered or Missed.
Call IDA unique identifier assigned to each call.
TimestampThe time when the call occurred.
Customer NumberThe phone number of the customer.
Call SolutionThe product that initiated or managed the call (e.g., Dialer, Click-to-Call)
DIDThe DID number used for the call.
Agent NumberThe phone number or extension of the agent handling the call.
Answered By AgentSpecifies the name of agent who answered the call (if any).
Hangup CauseRepresents the cause of the hangup call, like ‘normal clearing’.

Possible Cases could be:1. Normal specified2. Unallocated3. No route transit net4. No route destination5. Channel unacceptable

  1. Call awarded delivered
  2. Normal unexpected
  3. User busy
  4. No user response
  5. No answer
  6. Subscriber absent
  7. Call rejected
  8. Number changed
  9. Destination out of order
  10. Invalid number format
  11. Facility rejected
  12. Response to status enquiry
  13. Normal unspecified
  14. Normal circuit congestion
  15. Network out of order
  16. Normal temporary failure
  17. Switch congestion
  18. Access info discarded
  19. Requested channel unavailable
  20. Preempted
  21. Facility not subscribed
  22. Outgoing call barred
  23. Incoming call barred
  24. Bearer capability not authorized
  25. Bearer capability not available
  26. Bearer capability not implemented
  27. Channel not implemented
  28. Facility not implemented
  29. Invalid call reference
  30. Incompatible destination
  31. Invalid message unspecified
  32. Mandatory IE missing
  33. Message type does not exist
  34. Wrong message
  35. IE does not exist
  36. Invalid IE contents
  37. Wrong call state
  38. Recovery on timer expire
  39. Mandatory IE length error
  40. Protocol error
  41. Interworking
  42. Number in DND
  43. Outbound calls are blocked for this agent
Agent Hangup CauseIndicates the reason why the agent ended the call.

Possible Cases:1. Normal specified2. Unallocated3. No route transit net4. No route destination5. Channel unacceptable

  1. Call awarded delivered
  2. Normal unexpected
  3. User busy
  4. No user response
  5. No answer
  6. Subscriber absent
  7. Call rejected
  8. Number changed
  9. Destination out of order
  10. Invalid number format
  11. Facility rejected
  12. Response to status enquiry
  13. Normal unspecified
  14. Normal circuit congestion
  15. Network out of order
  16. Normal temporary failure
  17. Switch congestion
  18. Access info discarded
  19. Requested channel unavailable
  20. Preempted
  21. Facility not subscribed
  22. Outgoing call barred
  23. Incoming call barred
  24. Bearer capability not authorized
  25. Bearer capability not available
  26. Bearer capability not implemented
  27. Channel not implemented
  28. Facility not implemented
  29. Invalid call reference
  30. Incompatible destination
  31. Invalid message unspecified
  32. Mandatory IE missing
  33. Message type does not exist
  34. Wrong message
  35. IE does not exist
  36. Invalid IE contents
  37. Wrong call state
  38. Recovery on timer expire
  39. Mandatory IE length error
  40. Protocol error
  41. Interworking
  42. Number in DND
  43. Outbound calls are blocked for this agent
Campaign NameThe name of the campaign associated with the call, which will only be available in the case of Broadcastand Dialercalls.
Call Start TimeThe time when the call started.
Call Answered TimeThe time when the call was answered.
Call End TimeThe time when the call ended.
Conversation DurationThe total amount of time the actual talk happened from customer.
  • *Calculation:** Conversation Duration is = (Call End time Stamp- Call Answered time stamp)
Call DurationThe total duration of the call, including ringing time.
Missed By Agent(s)Indicates which agents missed the call (if the call was missed by an agent).
Recording File NameThe file name of the call recording, if applicable.
RecordingProvides a player to listen to the recording of the call.
SIP Response CodeThe SIP protocol response code for the call.
Reason KeyThe reason for the call's success or failure.

Possible Cases:1. Normal specified2. Unallocated3. No route transit net4. No route destination5. Channel unacceptable

  1. Call awarded delivered
  2. Normal unexpected
  3. User busy
  4. No user response
  5. No answer
  6. Subscriber absent
  7. Call rejected
  8. Number changed
  9. Destination out of order
  10. Invalid number format
  11. Facility rejected
  12. Response to status enquiry
  13. Normal unspecified
  14. Normal circuit congestion
  15. Network out of order
  16. Normal temporary failure
  17. Switch congestion
  18. Access info discarded
  19. Requested channel unavailable
  20. Preempted
  21. Facility not subscribed
  22. Outgoing call barred
  23. Incoming call barred
  24. Bearer capability not authorized
  25. Bearer capability not available
  26. Bearer capability not implemented
  27. Channel not implemented
  28. Facility not implemented
  29. Invalid call reference
  30. Incompatible destination
  31. Invalid message unspecified
  32. Mandatory IE missing
  33. Message type does not exist
  34. Wrong message
  35. IE does not exist
  36. Invalid IE contents
  37. Wrong call state
  38. Recovery on timer expire
  39. Mandatory IE length error
  40. Protocol error
  41. Interworking
  42. Number in DND
  43. Outbound calls are blocked for this agent
CircleThe telecom circle of the customer’s location.
  • *Disclaimer:** The accuracy of this information may vary as customers can port their numbers to a different circle. The data is displayed based on the mobile number series originally owned by the telecom provider.
OperatorThe telecom operator used by the customer.
  • *Disclaimer:** The accuracy of this information may vary as customers can port their numbers to a different operator. The data is displayed based on the mobile number series originally owned by the telecom provider.
Call ScopeThis indicates the geographical location of the call, specifying whether it is domestic or international.
  1. Domestic Call: A call made or received within the same country.
  2. International Call: A call made or received between different countries.
Auto AttendantIt will display the name of the auto-attendant that handled the call.
IVRIt will display the name of the IVR that handled the call. If the call flow has multiple IVRs, there will be multiple names (all IVR names), separated by commas.
DepartmentThe department responsible for handling the call, which refers to the department where the call was routed.
VoicemailIt will only display the name of the voicemail, only if it was created within the flow.
Time GroupThe time group associated with the call, which will display the name of the time group.
NotesNotes added by the agent regarding the call.
Agent Ring TimeThe time spent ringing on the agent's device.
  • *Calculation:** Agent Ring Time= Answer Timestamp- Ring Start Timestamp
Lead IDThe identifier for the lead associated with the call.
List IDThe identifier for the lead list used, which refers to the Campaign List ID (either for Broadcast or Dialer campaigns).
List NameThe name of the Lead list used.
Campaign IDThe identifier for the campaign associated with the call.
Inbound QueueThe queue in which the call was placed for inbound calls (only for dialer).
Wrap Up DurationThe time spent by the agent/user in wrapping up the call after the call was completed.
Hold DurationThe total time the call was placed on hold during the entire call.
Hold CountThe number of times the call was placed on hold.
Retry CountThe number of retry attempts for the call.
SLA AdherenceIndicates whether the call met SLA (Service Level Agreement) guidelines. (only valid for Dialer).
Short CallsCalls that ended after a very short duration. (If any inbound or outbound call duration is less than the defined SLA in the campaign then such calls are defined as short calls).
Dialer DispositionThe status assigned to the lead by the agent
Dialer Sub DispositionThe sub-category of the disposition
First Call ResolutionAgent can mark the call as 'First Call Resolution' if the call has been resolved in the first attempt.
Ring DurationThe total time the call spent ringing before being answered or disconnected.
Listen ToIndicates whether the call was monitored (listened to).
Listen To DurationTotal time spent by agent(s)/user(s)/admin(s) in listening to the call (monitoring).
Listen ByThe name(s) of the person(s) who monitored the call. If multiple agents/users listened to the call, it will display the names of all those individuals.
Listen By DurationThe total time spent by the person monitoring the call.
Whisper ToIndicates whether the whisper feature was used during the call.
Whisper To DurationThe total duration of whispering during the call.
Whisper ByThe person who used the whisper feature during the call.
Whisper By DurationThe time spent whispering by the person.
Barge ToIndicates whether the call was barged.
Barge To DurationThe total duration of the barge during the call.
Barge ByThe person who barged into the call.
Barge By DurationThe time spent by the person barging into the call.
  1. Download Report and Refresh Data
  • Download Report and Refresh options are located in the top-right corner of the Call Performance Dashboard:
FieldDescription
Download ReportUsers can export call performance data as reports for offline analysis and record-keeping. This feature is particularly useful for sharing insights with teams or reviewing historical performance metrics.

Top Features of Download Report:- Delivery: Reports are sent to users via email.- Format: Reports are provided in CSV format for compatibility and easy analysis.- File Packaging: Reports are compressed and sent as ZIP files to facilitate easier downloads.- Data Handling:- If the data exceeds Excel's limit of 1 million rows (e.g., 3 million rows), the ZIP file will include multiple CSV files.

  • Each CSV file will contain up to 1 million rows, ensuring all data is captured and accessible.
Refresh Icon

Real-Time Data RefreshEnables users to refresh the dashboard data to view the latest call performance metrics in real-time. This ensures that the displayed data is always accurate and up-to-date.

  1. Steps to Download the Call Performance Report:
  • Navigate to the Call Performance Dashboard and click on the Download icon located in the top-right corner (highlighted in the screenshot).
  • After clicking, a notification will appear, stating: "Your report is almost ready. We’ll email it to you shortly."
  • The report will be sent to your registered email address. Open the email titled "Here’s Your Call Performance Report!" to access the download link.
  • Click on Download, and the file will be saved to your device's default download location.