The dashboard
From a live client dashboard on CallTrackingMetrics. Names have been removed; the figures are real.
When callers go unanswered
Percent of inbound calls missed: 25% overall (383 of 1,508). Worst hour: Monday 9p, 17 of 17 missed. Weekend totals are red because almost every weekend call went unanswered.
- Green under 10%, red at 40% and up
- The worst hour named at the top
- Hours with fewer than 5 calls are greyed out
When the phones ring
All inbound calls: 1,508, busiest on Monday (408), peaking Monday at 8a (56).
- 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
Where the missed calls pile up
Missed inbound calls: 383. Tuesday has the most (115), and Tuesday 6a alone missed 33.
- Missed inbound calls only
- Darker red means more missed calls
- Totals for every day and every hour
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.
% of Inbound Calls Missed
The share of calls missed in every hour, green under 5% through red at 40% and up. Hours with fewer than 5 calls are grey, so one missed call does not show as 100%.
All Inbound Calls
Call volume by hour and day in shades of green: when the phones are actually busy.
Missed Inbound Calls
The count of missed calls by hour and day in shades of red.
Totals Everywhere
A total for every day, every hour, and the whole range, so the map adds up to the numbers on the overview.
Busiest and Worst Hours, Spelled Out
A line above each map names the busiest day, the busiest hour, and the worst hour for missed calls.
Plain Times and Filters
Hours shown as 9a and 2p, and the maps can be filtered by agent and by location.
Who looks at this dashboard
Owners
One look at the percent-missed map shows where callers are being lost.
Call center managers
Where to add or move staff, hour by hour.
Operations
Whether coverage matches demand, across locations.
Where the numbers come from
Common questions
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