Standard modules on this dashboard
Every build is custom. These are the modules we ship most often for this use case. Mix and match, add new ones, drop what you don't need.
Wait Time Distribution
Not just averages. Percentiles. Spot the 95th percentile wait that is burning your best leads.
Abandonment Rate
Calls that disconnected before being answered. By location, by hour, by day of week.
Service Level
Percentage of calls answered within N seconds. Set your target and track against it live.
Hold Time Patterns
Calls that were answered but held before being transferred. The hidden long-tail.
Spike Alerts
When wait times exceed your threshold, ping the supervisor. No one should learn about an afternoon spike from the Monday report.
Attribution to Ad Spend
Which campaigns are producing calls at times you cannot handle them. Spend reshaping, not just staffing.
Call abandonment reporting examples
Screens from a dashboard we built.
When callers go unanswered
Percent of inbound calls missed by hour and day: green is good, red is bad, and the worst hour is called out.
- Green under 10%, red at 40% and up
- The worst hour named at the top
- Hours with fewer than 5 calls are greyed out
Where the missed calls pile up
Missed calls by hour and day, with totals, so the hours that need more coverage stand out.
- Missed inbound calls only
- Darker red means more missed calls
- Totals for every day and every hour
Call us. Watch yourself appear in queue.
A live piece of what we build. Dial the number and your call shows up here within 6 seconds. Mount it on a TV in your call center and you have an operations screen your floor and leadership share.
- — The live widget polls your call system every 6 seconds
- — Caller numbers are masked to the last 4 digits
- — Perfect for a wall-mounted TV in the call center
- — Pair it with any of our standard dashboards
Call abandonment rate, split where it matters
One abandonment number hides two different problems.
Pre-queue abandons
Callers who hung up before reaching the queue. It takes around 12 seconds to get there, longer with a press-1 menu. This points at your greeting and menu.
In-queue abandons
Callers who reached the queue, waited for a person, and gave up. This points at staffing.
By campaign, location, and agent
Where callers are giving up: which campaigns, which locations, and which agents let calls ring out.
By hour and day
Heatmaps of abandons by hour of day and day of week, so the understaffed hours stand out.
Every abandon gets a call back
Abandoned callers go onto the callback list and stay there until someone reaches them.
Alerts when it spikes
An email, Slack message, or SMS to a supervisor when wait time or abandons pass a level you set.
From phone system access to live wait time reporting
1. Discovery call
We map your phone system, your teams and locations, and the questions nobody can answer today.
2. Scope + fixed quote
You get a fixed quote within 48 hours of the discovery call. No per-seat fees, and everything is month to month.
3. Build + review
We stand up your dashboard on a dedicated subdomain of trusscharts.com. You review and we iterate.
4. Launch + maintain
The dashboard refreshes every five minutes, and missed call alerts are near instant. We monitor it and add views as you grow.
Common questions
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Tell us your systems. Get a fixed quote in 48 hours.
We ask what you use, what nobody can answer today, and who needs to see the data. We come back with a fixed scope and quote within two business days of our discovery.