Your Dashboard allows you to keep track of your teams' activity in real time and manage events on your IVRs.
Monitor activity in real time
🖥️ Go to your Dashboard to access different performance indicators 📊:
- AWT: Average Wait Time
- ASA: Average Speed of Answer
- Service Level: Rate of answered calls
- ACD IN: Average Call Duration (incoming calls)
- ACD OUT: Average Call Duration (outgoing calls)
- Abandon Rate: Average wait time before the caller hangs up
Clicking on "edit filters" will let you view statistics for a given time period according to your direct lines and IVRs. You can also view calls in progress and provide your colleagues with real-time assistance.
Understanding call durations
Call durations in Ringover's dashboard are calculated in two different ways:
- The 'Duration' block: includes the entire call duration, which encompasses waiting time, ringing time, and conversation time.
- The Leaderboard view: shows only the actual conversation time during calls, which explains why the durations may appear different on the same page.
If you're using the Ringover API, note that you should only count ANSWERED calls to match the dashboard figures.
Resolving call counting issues
If some of your calls are not being counted correctly in the call logs, this may be due to several reasons:
- Closing the browser tab too quickly before the call is fully logged
- Potential synchronization issues with the call tracking system
To ensure accurate call logging:
- Keep the Ringover web application open until the call is fully completed
- Use Google Chrome as recommended
- Refresh or reopen the call logs page if you notice discrepancies
- Check your internet connection and ensure stable connectivity
Access activity history
You can retrieve your entire history of incoming, outgoing, answered, and missed calls in your call logs.
Also listen to recordings by clicking the "play" button ▶️ and download by clicking on the gear icon ⚙️.
Clicking on the icon with three small vertical dots next to a call will let you view all details for that call 📑, including contact information and the call's origin as well as path through your system.
Measure your phone activity
Under the "Statistics" section for calls 📈, you'll find indicators on call duration and other details to help you assess your phone activity.
You can also assess performance over time and compare the activity of different agents using filters.
Now you're ready to start monitoring your teams and track daily phone activity! 🎉