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.
Live Call Queue Widget
See calls in queue as they come in. Caller ID masking, wait timers, per-queue counts. The widget you can mount on a TV in your call center.
Agent Activity: Ready / Not Ready / On Call
Minute-by-minute state tracking per agent. Works for in-office, hybrid, remote, and overseas teams on the same CTM account.
Missed Call Auto-Tagging
We write "needs-callback" tags back to CTM when a call is missed, and remove the tag the moment someone follows up. Your dashboard and your CTM filters stay in sync.
Smart Router Visualization
See which routes are hot, which are overflowing, and which are underused. Spot broken schedules the day they break.
Attribution Join: CTM + CRM + Ads
Which campaign produced which call that produced which deal. Join CTM session data with your CRM pipeline and your ad platforms.
Per-Office + Per-Team Rollups
If you run multiple tracking numbers for multiple locations or brands, every manager gets their own cut without a new login.
Custom CallTrackingMetrics reporting examples
Screens from a dashboard we built on the CTM API. Location names and caller numbers have been replaced.
Spot the bad day
Total calls, missed calls, and the missed-call rate day by day, so a bad day stands out.
- Total calls and missed calls on one chart
- The percent missed on its own scale
- One point per day
Which office is dropping calls
By location: answered, missed, and outbound calls for every office, side by side.
- Answered, missed, and outbound for every location
- Long red bars stand out at a glance
- Sorted by total calls
The numbers behind each location
The same breakdown as a sortable table, with the miss rate for each location.
- Total, answered, missed, and outbound columns
- Miss % for every location
- Click any column to sort
When the phones ring
All inbound calls by hour and day, with a total for every day and every hour.
- Every hour of every day of the week
- Darker cells mean more calls
- Busiest day and busiest hour called out
Office hours or every hour
The same heatmap with Office Hours switched on: only calls Monday to Friday, 6am to 6pm, so closed hours do not count against the team.
- One switch filters every report to your open hours
- Weekend and after-hours calls stop counting against the team
- Busiest day and busiest hour recalculated for open hours
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
Every caller still waiting for a call back
Unresolved missed calls: one row per caller who has not been called back, each with a button that opens the call record in CTM.
- One row per caller, not one per missed call
- Ring time shows how long the call rang before it was missed
- Open in CTM jumps straight to the call record
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
Missed and abandoned call reporting that shows you where to act
Where callers give up, who let the call ring out, when you are understaffed, and which missed callers nobody has called back.
Pre-queue vs. in-queue abandons
It takes around 12 seconds for a caller to reach a queue, and longer if they have to press 1 or 2 first. A caller who hangs up before that is a pre-queue abandon. A caller who reached the queue, waited for a person, and gave up is an in-queue abandon. We report the two separately, because they have different causes: one points at your greeting and menu, the other at staffing.
Abandons by campaign, location, and agent
See where callers are giving up: which campaigns send calls that never get answered, which locations drop the most, and which agents let calls ring out.
KPIs per agent
Calls answered, calls missed, callbacks made, and talk time for each agent, next to the team average.
Callbacks: the money left on the table
When you take 400 or more calls a day, the missed calls nobody returns add up fast. Every missed caller stays on the list until someone calls them back.
All calls vs. missed calls, hour by hour
Two heatmaps on the same grid, day of week by hour of day: one for every call, one for missed inbound calls only. Side by side, the understaffed hours are obvious.
Staffing levels across the week
See which days and hours need more people on the phones and which have more coverage than calls. Adjust the schedule, then check the following week to see whether the missed calls moved.
Custom CallTrackingMetrics reports that go beyond CTM
The CTM API exposes far more than the built-in reports show. These are the custom reports teams ask us for most.
Missed calls by location and agent
With hourly and daily heatmaps, split into pre-queue and in-queue abandons.
Called back or still pending
Every missed call shows whether it was returned or is still waiting. One row per caller, cleared automatically when someone calls them back.
Links to the call or CRM record
Each row opens the call record in CTM or the matching record in your CRM, so whoever follows up is one click from the details.
Calls by campaign, through to the deal
Which source produced the call, and whether that call turned into revenue in your CRM.
Wait time and abandonment
How long callers waited and how many gave up, by queue and by hour.
After-hours calls
Every call that came in outside business hours and whether it got a callback.
CallTrackingMetrics monitoring and alerts
Reports tell you what happened. Monitoring tells you while it is happening.
Alerts in Slack or Microsoft Teams
Missed-call pings sent to the channel your team already watches.
Threshold alerts
An email, Slack message, or SMS to a supervisor when the callback queue or wait time passes a level you set.
Live queue on the wall
Callers waiting right now, on a TV the floor and leadership both see.
Nightly summaries
The day in one message: calls handled, calls missed, and callbacks still owed.
CallTrackingMetrics integrations, built for reporting
We are a reporting company. We connect CTM to your other systems so your reports can answer bigger questions.
CTM + your CRM
Salesforce, Zoho CRM, HubSpot, and Pipedrive. Match each call to the contact, deal, or opportunity it became.
CTM + your ad platforms
Google Ads, Meta Ads, Bing Ads, and TikTok Ads. See spend, calls, and closed deals by campaign on one line.
CTM + Slack or Microsoft Teams
So alerts and summaries land where your team already works.
From CTM access to live reporting
1. Discovery call
We map your CTM account, your other systems, 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. Live queue first
The live queue widget can be running against your CTM account within two days of getting access.
4. Build, launch, maintain
We add your custom reports and dashboards on a dedicated subdomain of trusscharts.com, then monitor them 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.