The dashboard
From client dashboards built on CallTrackingMetrics, with names removed. The overview is the newest design.
Today in one sentence
Today at a glance: 126 calls, 12% of incoming calls missed, 5 still need a call back, and the missed rate down from 19% yesterday.
- A plain-English headline before any numbers
- Inbound, outbound, SMS, and totals grouped by colour
- Every card compared with yesterday
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 for every location
- Long red bars stand out at a glance
- Sorted by total calls
The numbers behind each location
By location, as a table with the miss rate.
- Total, answered, missed, and outbound columns
- Miss % for every location
- Click any column to sort
Each agent’s numbers in one table
KPIs per agent.
- Missed calls and % missed per agent
- Outbound calls next to inbound
- Talk time for every agent
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.
Plain-English Headline
One sentence at the top: calls today, how many were missed, how many still need a call back, and whether the missed rate is up or down. Green, amber, or red by missed rate.
Arrows vs. Yesterday
Every number compared with the previous period, green when it got better and red when it got worse. Today is compared with yesterday up to the same time.
Overview
Inbound, outbound, texts, and totals in separate colour-coded panels, with unique and first-time callers.
Seven-Day Trend
Calls by day, so a bad day stands out.
By Location
Answered, missed, and outbound calls for every location, as a chart and a sortable table.
By Agent
Calls, answered, missed, percent missed, outbound, and talk time for each agent.
Who looks at this dashboard
Call center managers
How the team and each agent did today and this week.
Location managers
Their location next to the others.
Leadership
Missed-call rates across the business.
Where the numbers come from
Common questions
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