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.

Setting Up a Call Tracking Dashboard

Creating a New Dashboard

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.
3.  After clicking on the dashboard, you will be presented with three options, and you can choose any of them depending on your needs:

• Create a Blank Dashboard: Select this to start with a clean slate and customize your dashboard from scratch.
• From Template Library: Use this option if you prefer to start with a pre-made template from the library, which you can then customize as needed.
• Clone Existing Dashboard: Choose this if you want to make a duplicate of an existing dashboard and possibly modify it, which can save time if you need a similar setup to what you already have.

Each option serves different purposes and can be selected based on whether you want to create

1. Privacy Settings: Choose whether this dashboard will be private or accessible to everyone in your sub-account.
2. Confirm Creation: Confirm the creation of the new dashboard.
   

Adding and Configuring Widgets

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.
3. Select Call Widgets: Choose from the available call tracking widgets. Each widget can display different types of information based on call data.
   
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:
   • Yesterday, Today, Tomorrow
   • This Week, Next Week, Last Week
   • Last 7 Days, This Month, Last Month, Next Month
   • Quarters and Years
   • Custom date ranges
5. Chart Types: Choose from different chart types like donut charts, line charts, bar charts, and horizontal bar charts.

Detailed Overview of Call Tracking Widgets

Incoming and Outgoing Call Status

• Incoming Call Status: Groups and displays the count of incoming calls based on their status.
• Outgoing Call Status: Groups and displays the count of outgoing calls based on their status.
  

Call Duration Tracking

• Incoming Calls Total Duration: Tracks the total duration of all incoming calls.
• Outgoing Calls Total Duration: Tracks the total duration of all outgoing calls.
• Incoming Calls Average Duration: Tracks the average duration of incoming calls.
• Outgoing Calls Average Duration: Tracks the average duration of outgoing calls.
  

Call Attendee Metrics

• Total Calls by Call Attendee: Tracks the number of calls grouped by the user who made the calls.
• Incoming Call Average Duration by Attendee: Tracks the average duration of incoming calls grouped by the user who attended the calls.
• Outgoing Call Average Duration by Attendee: Tracks the average duration of outgoing calls grouped by the user who made the calls.
  

First-Time Call Metrics

• First-Time Call by Status: Tracks the count of first-time incoming calls based on their status.
• First-Time Call Average Duration: Tracks the average duration of first-time incoming calls.
• First-Time Call Average Duration by Attendee: Tracks the average duration of first-time incoming calls grouped by the user who attended the calls.
• First-Time Call Total Duration: Tracks the total duration of first-time incoming calls.
  

Practical Application of Call Widgets

Monitoring Call Performance

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.

Analyzing Call Trends

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.

Enhancing Team Performance

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

How do I access the dashboard section? 

Navigate to the dashboard section of your account from the main menu or navigation bar.

What should I name my new dashboard? 

Choose a descriptive name that reflects its purpose, like "Call Dashboard."

How do I set privacy settings for my dashboard? 

During creation, you can choose to set the dashboard as private or make it accessible to everyone in your sub-account.

How do I confirm the creation of the new dashboard? 

After naming and setting privacy options, click the confirm or save button to finalize creation.

How do I edit my dashboard to add widgets? 

Click on the pencil icon or "edit dashboard" button to enter edit mode.

How do I add a new widget? 

Select the option to add a widget, then choose the calls category from the available options.

What types of call-tracking widgets are available?

 Widgets include those for incoming and outgoing call status, call duration tracking, call attendee metrics, and first-time call metrics.

How do I configure widget settings? 

Customize each widget by setting options like sorting order, number of entries displayed, date ranges, and chart types.

What date ranges can I choose from?

 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.