Call Performance Dashboard

Call Status

Filters calls by their status (All, Missed, Answered).

DID Number

Filters 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 ID

Searches for specific calls using their unique call ID.

Call Solution

Filters 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 Number

Allows filtering calls by a specific customer number, referring to the consumer number, i.e., the phone numbers of your customers.

Total Calls

The total number of calls (incoming and outgoing) handled in the selected time period.

Missed Calls

The number of calls that were missed (not answered) by an agent or platform (missed on the department, missed on IVR, etc).

Answered Calls

The total number of calls that were successfully answered.

Unique Customers

The 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 Solutions

Displays 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 Percentage

Shows the percentage of missed calls relative to the total calls made or received.

Call Type

Segregates calls by type (Inbound, Outbound).

Direction

Indicates whether the call was inbound or outbound.

Call Status

The status of the call, such as Answered or Missed.

Call ID

A unique identifier assigned to each call.

Timestamp

The time when the call occurred.

Customer Number

The phone number of the customer.

Call Solution

The product that initiated or managed the call (e.g., Dialer, Click-to-Call)

DID

The DID number used for the call.

Agent Number

The phone number or extension of the agent handling the call.

Answered By Agent

Specifies the name of agent who answered the call (if any).

Hangup Cause

Represents the cause of the hangup call, like ‘normal clearing’.

Possible Cases could be:

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

Agent Hangup Cause

Indicates the reason why the agent ended the call.

Possible Cases:1. Normal specified2. Unallocated3. No route transit net4. No route destination

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

Campaign Name

The name of the campaign associated with the call, which will only be available in the case of Broadcastand Dialercalls.

Call Start Time

The time when the call started.

Call Answered Time

The time when the call was answered.

Call End Time

The time when the call ended.

Conversation Duration

The total amount of time the actual talk happened from customer.

• *Calculation:** Conversation Duration is = (Call End time Stamp- Call Answered time stamp)

Call Duration

The 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 Name

The file name of the call recording, if applicable.

Recording

Provides a player to listen to the recording of the call.

SIP Response Code

The SIP protocol response code for the call.

Reason Key

The reason for the call's success or failure.

Possible Cases:1. Normal specified2. Unallocated3. No route transit net4. No route destination

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

Circle

The 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.

Operator

The 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 Scope

This 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 Attendant

It will display the name of the auto-attendant that handled the call.

IVR

It 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.

Department

The department responsible for handling the call, which refers to the department where the call was routed.

Voicemail

It will only display the name of the voicemail, only if it was created within the flow.

Time Group

The time group associated with the call, which will display the name of the time group.

Notes

Notes added by the agent regarding the call.

Agent Ring Time

The time spent ringing on the agent's device.

• *Calculation:** Agent Ring Time= Answer Timestamp- Ring Start Timestamp

Lead ID

The identifier for the lead associated with the call.

List ID

The identifier for the lead list used, which refers to the Campaign List ID (either for Broadcast or Dialer campaigns).

List Name

The name of the Lead list used.

Campaign ID

The identifier for the campaign associated with the call.

Inbound Queue

The queue in which the call was placed for inbound calls (only for dialer).

Wrap Up Duration

The time spent by the agent/user in wrapping up the call after the call was completed.

Hold Duration

The total time the call was placed on hold during the entire call.

Hold Count

The number of times the call was placed on hold.

Retry Count

The number of retry attempts for the call.

SLA Adherence

Indicates whether the call met SLA (Service Level Agreement) guidelines. (only valid for Dialer).

Short Calls

Calls 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 Disposition

The status assigned to the lead by the agent

Dialer Sub Disposition

The sub-category of the disposition

First Call Resolution

Agent can mark the call as 'First Call Resolution' if the call has been resolved in the first attempt.

Ring Duration

The total time the call spent ringing before being answered or disconnected.

Listen To

Indicates whether the call was monitored (listened to).

Listen To Duration

Total time spent by agent(s)/user(s)/admin(s) in listening to the call (monitoring).

Listen By

The 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 Duration

The total time spent by the person monitoring the call.

Whisper To

Indicates whether the whisper feature was used during the call.

Whisper To Duration

The total duration of whispering during the call.

Whisper By

The person who used the whisper feature during the call.

Whisper By Duration

The time spent whispering by the person.

Barge To

Indicates whether the call was barged.

Barge To Duration

The total duration of the barge during the call.

Barge By

The person who barged into the call.

Barge By Duration

The time spent by the person barging into the call.

Download Report

Users 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.