How to use call tracking widgets in Dashboard
Effective call tracking is essential for businesses that rely heavily on telecommunication. Call-tracking widgets in a dashboard provide a comprehensive way to monitor and analyze call-related metrics, helping businesses improve their customer interactions and operational efficiency. This article will guide you through setting up and utilizing call-tracking widgets to gain valuable insights into your call activities.
1. Access the Dashboard Section : Navigate to the dashboard section of your account.
2. Create a New Dashboard : Click on the option to create a new dashboard. Name your dashboard (e.g., “Call Dashboard”) to reflect its purpose.
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3. After clicking on the dashboard, you will be presented with three options, and you can choose any of them depending on your needs:
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4. Each option serves different purposes and can be selected based on whether you want to create
5. Privacy Settings : Choose whether this dashboard will be private or accessible to everyone in your sub-account.
6. Confirm Creation : Confirm the creation of the new dashboard.
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1. Edit Dashboard : Click on the pencil icon or the “edit dashboard” button.
2. Add Widget : Select the option to add a widget. You will see various categories, including calls.
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3. Select Call Widgets : Choose from the available call tracking widgets. Each widget can display different types of information based on call data.
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4. Configure Widget Settings : Customize each widget by configuring advanced settings, such as sorting order, number of entries displayed, date ranges, and chart types. Options for date ranges include:
5. Chart Types: Choose from different chart types like donut charts, line charts, bar charts, and horizontal bar charts.
Outgoing Call Status: Groups and displays the count of outgoing calls based on their status.
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Outgoing Calls Average Duration: Tracks the average duration of outgoing calls.
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Outgoing Call Average Duration by Attendee: Tracks the average duration of outgoing calls grouped by the user who made the calls.
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First-Time Call Total Duration: Tracks the total duration of first-time incoming calls.
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By utilizing these widgets, businesses can monitor the performance of their call activities in real-time. For instance, tracking the status and duration of calls can help identify peak call times, assess the efficiency of call handling, and improve customer service strategies.
The ability to filter data by various date ranges and display types allows for a deeper analysis of call trends. Businesses can track changes in call volumes, durations, and statuses over specific periods, helping to inform strategic decisions.
Grouping call data by call attendees provides insights into individual performance. This can be useful for training purposes, performance reviews, and recognizing top performers.
FAQS
Question: How do I access the dashboard section?
Answer: Navigate to the dashboard section of your account from the main menu or navigation bar.
Question: What should I name my new dashboard?
Answer: Choose a descriptive name that reflects its purpose, like “Call Dashboard.”
Question: How do I set privacy settings for my dashboard?
Answer: During creation, you can choose to set the dashboard as private or make it accessible to everyone in your sub-account.
Question: How do I confirm the creation of the new dashboard?
Answer: After naming and setting privacy options, click the confirm or save button to finalize creation.
Question: How do I edit my dashboard to add widgets?
Answer: Click on the pencil icon or “edit dashboard” button to enter edit mode.
Question: How do I add a new widget?
Answer: Select the option to add a widget, then choose the calls category from the available options.
Question: What types of call-tracking widgets are available?**
**Answer: Widgets include those for incoming and outgoing call status, call duration tracking, call attendee metrics, and first-time call metrics.
Question: How do I configure widget settings?
Answer: Customize each widget by setting options like sorting order, number of entries displayed, date ranges, and chart types.
Question: What date ranges can I choose from?**
**Answer: Options include Yesterday, Today, Tomorrow, This Week, Next Week, Last Week, Last 7 Days, This Month, Last Month, Next Month, Quarters, Years, and Custom date ranges.
Question: How can I use dashboards to improve call efficiency?
Answer: By analyzing trends, identifying peak call times, and monitoring team performance, you can optimize staffing and training to enhance overall efficiency.
Question: How do I know if my “Average Call Duration” is good?
Answer: It depends on your goal! For a Support Team , a shorter duration might mean they are solving problems quickly. For a Sales Team , a longer duration usually means they are building a good relationship with the lead. Use the “Last Month” filter to set a baseline for your team.
Question: Can I export the charts from my dashboard for a client report?
Answer: Yes. When in “View” mode, you can often click the three dots on a specific widget to Export as CSV or Download as Image. You can also use the “Share Dashboard” feature to send a live, view-only link to a client or manager so they can monitor performance in real-time.