The Dashboard helps you quickly evaluate your telephony performance without spending time searching for the required information in different reports. All the most important metrics are gathered on a single screen: the number of calls, missed calls, reasons for missed calls, call processing status, and call trends for the selected period.
Number of calls
Missed inquiries
Reasons for missed inquiries
Processing status
Change trends over the selected period
General information
After opening the Dashboard, you will immediately see brief information about your project:
your subscription expiration date;
your current balance;
an option to quickly top up your account;
a period selector for viewing statistics.
Call Log
The first block contains the main statistics for the selected period.
Here you can see:
the total number of calls;
the number of incoming calls;
the number of outgoing calls;
the number of missed calls;
the number of processed missed calls.
For each metric, you can also see the change compared to the previous equivalent period. This makes it easy to understand whether your results have improved or whether they require attention.
Missed inbound calls by reason
If you have missed calls, the next block helps you understand the reason.
Statistics are grouped by the most common scenarios:
Outside of business hours — the call was received outside the company's working hours.
Abandoned on an IVR line — the caller ended the call while navigating the IVR menu.
Abandoned during welcome message — the caller ended the call before the welcome message finished playing.
All managers were unavailable — there was no available manager to answer the call.
Abandoned before 10 seconds — the caller ended the call less than 10 seconds after the connection was established.
Not answered by managers — the call was routed to managers, but none of them answered.
Call forwarding scheme did not work — the call could not be routed according to the configured call forwarding scheme.
Call from or to forbidden destination — the call could not be completed because the source or destination is restricted.
For each reason, you can see the number of such calls, their share among all missed calls, and a comparison with the previous period.
This block helps you quickly identify bottlenecks. For example, if most calls are missed because all managers are busy, you may want to review your call distribution scheme or increase the number of available employees during peak hours.
Missed Call Processing Status
In this block, you can see what happened to missed calls after they were processed by managers.
The following statuses are available:
Unprocessed left — calls that remained unprocessed during the selected period.
Manager called back — the employee successfully reached the client by phone.
Client called back — the client called back independently.
Failed to contact — the call was handled manually, but the employee was unable to reach the client.
Contacted the client using another channel — the call was handled manually, and the employee contacted the client through another communication channel.
The client called back from another number — the call was handled manually, and the client called back using a different phone number.
Another variant — the call was handled manually, and the employee selected a custom handling option.
This information helps you evaluate not only the number of missed calls but also how effectively your team follows up on them.
Call Trends
The block below shows how the number of calls has changed over time.
You can view the data:
by day;
by week;
by month;
by year.
Two display modes are also available.
Chart
If you need to quickly evaluate trends, use the chart. It displays incoming, outgoing, and missed calls.
If necessary, you can enable value signature to see the exact number of calls at each point on the chart.
Table
In Table mode, statistics are displayed in a detailed table.
The table includes:
the total number of inbound, outbound, and missed inbound calls;
dynamics compared to the previous period;
a breakdown of statistics by each date.
This format is convenient for detailed analysis and for identifying specific days when the workload changed.
The Dashboard allows you to answer the most important questions in just a few minutes:
How many calls did the company receive?
How many inquiries were missed?
Why couldn't customers reach you?
Were missed calls processed by managers?
How has the workload changed over time?
With this information, you can identify issues more quickly, evaluate your team's performance, and make decisions based on up-to-date statistics.