Telephony Dashboard
Many industries today—from education to healthcare—are increasingly adopting digital tools like chatbots, emails, and self-service portals, but telecommunication remains a trusted and preferred channel for many customers, as it offers quicker resolutions for urgent issues in addition to a more personal connection.
Let's say a broadband service provider offers support services to customers by phone in addition to other channels, like email, instant messaging, and a ticketing system. They receive multiple calls as customers experience service interruptions across their state. As the call volume increases, the company's support team becomes overwhelmed, and many calls are left unanswered.
This results in customer dissatisfaction and negative feedback regarding the support provided. To avoid scenarios like these, the service provider must ensure that all incoming and missed calls are tracked efficiently.
Benefits
Zoho Desk's telephony dashboard offers an overview of incoming calls to enable effective management and operational insights. Its key benefits include the following:
- Identify gaps - The dashboard helps analyze the number of calls answered or missed, and highlights which agents handled the most calls. These insights enable managers to understand why multiple calls may have gone unattended and identify areas where additional training or guidance is needed to improve team performance.
- Analyze the team's workload - By monitoring both incoming and outgoing calls alongside agent availability, the dashboard provides a clear picture of the team’s workload. This enables managers to delegate calls and distribute workloads more efficiently based on real-time availability.
- Calculate billable hours - Zoho Desk's telephony dashboard tracks the number of calls each agent has attended and calculates the total amount of time spent on these calls. For organizations that compensate agents on an hourly basis, this automated tracking ensures accurate recording of billable hours without the need for manual intervention.
The calls dashboard displays the following metrics:
- Inbound answered vs. unanswered calls
- Outbound answered vs. unanswered calls
- Inbound vs. outbound calls
- Agent call stats
- Call metrics by hour
Filtering the dashboard
You can customize the dashboard components to view stats for a specific duration or agent by using the following filters:
- Agent
- Duration
- Last 24 hours
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom duration
Call metrics
The dashboard's call metrics display the total number of calls received for the selected period, segregated as follows:
Metrics | Description |
Inbound answered | Calls made by customers that agents answered |
Inbound missed | Calls made by customers that agents missed |
Outbound answered | Calls made by agents that customers answered |
Outbound unanswered | Calls made by agents that customers didn't answer |
Users can click on the legends to view the number of calls under each metric. Hovering on the graph will display the call count of each metric.
Inbound answered vs. missed
Inbound calls refer to calls from customers to the support team.
This component compares the number of calls that agents attended versus those that agents missed, which managers can use to evaluate the team's efficiency, workload, and responsiveness to customer calls. It also helps in understanding how well agents are handling incoming calls.
Outbound answered vs. unanswered
Outbound calls refer to calls that agents initiate to customers.
This component compares calls that customers answered and those that customers didn't answer.
Many customer inquiries require follow-ups to gather more context or to check if customers are satisfied with the resolutions offered. Managers can use this component to identify the team's efficiency, ensure timely follow-ups, and optimize customer engagement and satisfaction.
Inbound vs. outbound
This component provides a comparison between inbound and outbound call volumes to help the managers understand the complete picture of the number of calls that agents receive and make.
Managers can assess the types of calls agents receive and monitor call durations in instances of high call volumes in order to re-distribute agent workloads and optimize resources effectively.
Agent call stats
Support teams typically have multiple agents managing dozens or hundreds of calls each day. Rather than manually reviewing call logs, managers can monitor the dashboard's agent call stats to assess individual performance in terms of each agent's number of answered calls. This enables efficient performance tracking, recognition of top performers, identification of agents who may need additional training, and overall improvement in the quality of support provided.
For example, in call centers or customer support teams, agents are often assessed based on the number of calls they've answered, and their billing is calculated by their total hours spent on calls. By using agent call stats, managers can effectively evaluate each agent's performance.
The component displays agent names and the calls they've attended, initiated, and missed.
Managers can search for a specific agent using the search bar in the component's top-right corner.
Call metrics by hour
Knowing when your business's peak hours are crucial to ensure smooth and efficient operations. Analyzing call metrics by hour yields a clear hourly breakdown of inbound and outbound call volumes. For instance, if agents receive or initiate the highest number of calls between 10 AM and 12 PM, managers can reassign or increase agent availability during that window to handle the load more effectively.
Similarly, if agents miss a significant number of calls between 7 PM and 10 PM, managers can make shift adjustments to ensure better coverage and reduce missed calls.
This helps in optimizing resource allocation, improving response times, and enhancing overall customer service.
Users can click on the legends to view the number of calls under each metric. Hovering on the graph will display the call count of each metric.
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