Call Performance Dashboard
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 Acefone 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.
Note: The Call Performance Dashboard is currently in closed beta. Access may be limited to selected users or accounts.
- 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.
- 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:
| Field | Description |
|---|---|
| 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. |
- Metrics Displayed at the Top
- The main metrics displayed at the top include:
| Field | Description |
|---|---|
| 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: 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. 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 serves as the Hero Widget on the dashboard, helping users 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 and the previous period as another line. 2. Custom Date Ranges: Users can select any date range, and the widget automatically compares it with the same length of time before. 3. Clear Visuals: The graph uses simple visuals to show trends. 4. Helps You Take Action: By comparing current and past data, users can make data-driven decisions. |
| 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). |
- Key Performance Indicators (KPIs) at the Bottom
- The following KPIs provide data about call performance and details:
| KPI | Description |
|---|---|
| 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 (Dialer, Click-to-Call, Broadcast, etc.). |
| 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 the agent who answered the call (if applicable). |
| Hangup Cause | The reason why the call was disconnected (e.g., User Busy, No Answer, Call Rejected, Network Out of Order). |
| Agent Hangup Cause | The reason why the agent ended the call. |
| Campaign Name | The name of the campaign associated with the call (Only available for Broadcast and Dialer calls). |
| 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 conversation took place. Formula: (Call End Time - Call Answered Time). |
| Call Duration | The total duration of the call, including ringing time. |
| Missed By Agent(s) | Indicates which agents missed the call. |
| Recording File Name | The file name of the call recording (if applicable). |
| Recording | Provides a player to listen to the call recording. |
| SIP Response Code | The SIP protocol response code for the call. |
| Reason Key | The reason for the call's success or failure. |
| Circle | The telecom circle of the customer's location. (Accuracy may vary due to number portability.) |
| Operator | The telecom operator used by the customer. (Accuracy may vary due to number portability.) |
| Call Scope | Specifies whether the call is Domestic or International. |
| Auto Attendant | Displays the name of the Auto Attendant that handled the call. |
| IVR | Displays the name(s) of the IVR(s) involved in the call. |
| Department | The department where the call was routed. |
| Voicemail | Displays the Voicemail Name (if created within the call flow). |
| Time Group | Displays the Time Group associated with the call. |
| Notes | Notes added by the agent regarding the call. |
| Agent Ring Time | The time spent ringing on the agent's device. Formula: (Answer Timestamp - Ring Start Timestamp). |
| Lead ID | The identifier for the Lead associated with the call. |
| List ID | The Campaign List ID (only 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 (only for Dialer). |
| Wrap Up Duration | The time spent by the agent/user in wrapping up the call after completion. |
| Hold Duration | The total time the call was placed on hold. |
| 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 (valid for Dialer only). |
| Short Calls | Calls that ended in a short duration (below the defined SLA in the campaign). |
| Dialer Disposition | The status assigned to the lead by the agent. |
| Dialer Sub Disposition | The sub-category of the disposition. |
| First Call Resolution | Indicates if the call was 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. |
| Listen To Duration | Total time spent by agents/users/admins in listening to the call (monitoring). |
| Listen By | The name(s) of the person(s) who monitored the call. |
| Listen By Duration | The total time spent by the person monitoring the call. |
| Whisper To | Indicates whether the whisper feature was used. |
| Whisper To Duration | The total duration of whispering during the call. |
| Whisper By | The person who used the whisper feature. |
| 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 and Refresh Data
- Download Report and Refresh options are located in the top-right corner of the Call Performance Dashboard:
| Field | Description |
|---|---|
| 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 Refresh Enables 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. |
- 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.
- Recent Downloads
The "Recent Downloads" section in the Call Performance Dashboard displays a list of reports that have been recently downloaded by the user. It helps in tracking and managing previously generated reports.
| Field | Description |
|---|---|
| File Name | The name of the downloaded call performance report, covering the specified date range. |
| Start Date | The beginning date for the call data included in the report. |
| End Date | The ending date for the call data in the report. |
| Filters | Criteria applied while generating the report. |
| Download | A button to re-download the report if needed. |
Updated about 20 hours ago