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.
One Row Per Caller
Deduplicated by phone number. If someone called four times, you see them once with the most recent attempt. Click to see history.
Auto-Tag in Your Phone System
We write a needs-callback tag back to CallTrackingMetrics, CallRail, or your phone system every time a missed inbound call lands. Your native filters stay in sync.
Auto-Untag When Resolved
The moment an outbound answered call happens to the same number, we remove the tag. No manual bookkeeping.
Open in CTM / CRM in One Tap
Each row deep-links to the call in your phone system and the matching contact in your CRM.
Per-Location + Per-Agent Rollups
See which locations and which agents have the biggest unresolved queue.
SMS-Sent Signal
If an outbound SMS was sent to the caller we tag it separately so your team knows a text was tried even if the voice callback did not happen yet.
The callers nobody called back
Most calls get answered. Some get missed and someone calls back. The rest are callers who wanted to reach you, did not, and never heard from you again. Without a list, nobody knows who they are.
A missed call dashboard keeps every one of them in front of your team until somebody picks up the phone.
- Answered
- Missed, then called back
- Missed, never called back
Missed call reporting examples
Screens from a dashboard we built on CallTrackingMetrics. Location names, agent names, and caller numbers have been replaced.
Every caller still waiting for a call back
Unresolved missed calls: one row per caller who has not been called back, with ring time and a button that opens the call record.
- 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
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
Who is taking the calls
Missed calls by agent: answered, missed, and outbound calls for each agent. Calls nobody picked up are grouped as (no agent).
- Answered, missed, and outbound per agent
- Calls that never reached an agent get their own row
- Busiest agents at the top
Each agent’s numbers in one table
KPIs per agent: total calls, answered, missed, percent missed, outbound, and talk time.
- Missed calls and % missed per agent
- Outbound calls next to inbound
- Talk time for every agent
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
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.
Missed call alerts, not just reports
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 passes a level you set.
Nightly summaries
The day in one message: calls handled, calls missed, and callbacks still owed.
From phone system access to live reporting
1. Discovery call
We map your phone system, 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. Build + review
We stand up your missed call dashboard on a dedicated subdomain of trusscharts.com. You review and we iterate.
4. Launch + maintain
Reports refresh in near real time where your systems allow. We 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.