How can we Help?

Calls Dashboard

Follow

The Calls Dashboard is the place where you can request and see a summarized version of your calls statistical data, in those cases where you just need a quick snapshot.

To access these call metrics, please follow these steps:

  • Select the Reporting section [1].
  • Click the Explore tab [2].
  • Click the Calls Dashboard [3].

Explore_Default_Dashboards_Calls.png

 

Filters

 

  • Configure the filters you wish to apply [4].
  • Press Run [5].

Calls_Dashboard_filters.png

 

 

These are the filters available in the Calls Dashboard:

  • Date - Choose the desired time period for your analysis.
  • Timezone - By default the dashboard is using your account Timezone, but you can adjust to a Time zone that better reflects your needs.
  • Call Ring Group - By default the dashboard displays all calls received by your company, but it might be useful for you to only see calls handled by specific ring groups.
  • Dedicated Line - With this filter you can opt to keep or remove from the dashboard the calls handled on dedicated lines.
  • Phone Number - Narrow down your analysis to check the activity for a specific phone number of your Talkdesk account.
  • Agent - Use this filter in case you want to narrow the scope of the agents you’re looking at.
  • Call Disposition - If you want to focus your attention in a specific Disposition, this is the field you’ll use to narrow your search.

 

For more information, please check the article Filtering Dashboards and Reports.

 

Call Metrics:

The list of the calls corresponding to the timeframe and the other parameters that you’ve picked will be listed on the dashboard, up to the limit of 500 rows:

Explore_Calls_dashboard.png

Call Type:

Voicemails_icon.png  Voicemail.

Inbound_Calls_icon.png  Inbound call.

Missed_calls_icon.png  Missed call.

Outbound_calls_icon.png  Outbound call.

Abandoned_calls_icon.png  Abandoned call.

Short_Abandoned_Calls_icon.png Short abandoned call.

 

Interaction ID: it is the unique identifier of the call. It can be used for troubleshooting by the Support team.

Ring Groups: the ring groups through which the call was made or received.

Dedicated Line: indicates whether the call was handled by a dedicated line or not (TRUE/FALSE).

Call Start Time: timestamp for the beginning of the call.

Call End time: timestamp for the end of the call.

Talkdesk Phone Number: the Talkdesk number through which the call was made or received.

Customer Phone: the phone number of the contact.

Agent Name: the agent that received or made the call.

Talk Time: the time that the agent and caller have spent talking.

Disposition: the summary of the call.

Rating: the rating (on a scale of 1-5; 5 being excellent) that the agent gave to the quality of the call, in Callbar.

Recording Link: you can press play to hear the call recording.

 

If you have the permissions to do so, you can also download this dashboard for a more detailed analysis according to your needs. To do this, simply click the gear icon and chose the option. You can also request the report to be sent to specific e-mail addresses and set a schedule. For more information, please check the articles Downloading and Sending Dashboards and Creating Schedules.

To obtain a complete Calls report, please navigate to Default Reports and pick the Calls Report:

Explore_access_Calls_Report.png

When there, select the option that best suits your needs:

  • Download - information for the last 7 days or up to 500 rows;
  • Send - adjust the filters as needed and receive the report in your email;
  • Schedule - adjust the filters as needed and receive the report in your email at the most convenient time.

For more details please check the article Default Reports. For a complete list of the metrics, you can refer to our Data Dictionary (in development).

 

 

Have more questions? Submit a request

Comments

Powered by Zendesk