You can make and receive calls directly from Salesforce while analyzing your call statistics thanks to the Ringover integration.

The Ringover Dialer in Salesforce

1. Making and Receiving Calls

To make or receive calls directly from the Salesforce interface:

• Go to the bottom left of your screen.
• Open the "Ringover" window.

When you make a call, the contact record opens automatically in the background of your dialer, giving you easy access to client information during the conversation.

2. Post-Call

After hanging up:

1. A new activity corresponding to the call appears automatically after a few seconds.

The link to the Empower recording will be available in the task after a few minutes.

You can then:

• Listen to the recorded conversations,
• Check the voicemails left by your clients,
• Access Empower summaries and transcripts (option must be enabled in your Ringover account).

3. Communication History

You have a complete history of your communications directly in the contact records:

• Incoming and outgoing calls
• SMS and WhatsApp

WhatsApp logs are also visible in the activity feed accessible from the integrated dialer.

Ringover Dashboards in Salesforce

Salesforce provides a dedicated "Ringover" tab to view call statistics.

Access Ringover Dashboards

1. Open the main menu
2. Click Dashboards.
3. Select All Folders and browse the list to find the Ringover dashboard.

You can also create custom reports.

If no Ringover dashboard appears:

1. Open the Object Menu.
2. Click Reports.
3. Click the arrow of the desired report.
4. Select "Add to Dashboard".

Data to Analyze

Ringover dashboards let you track several key metrics:

1. Answer Rate

→ Measures the percentage of calls answered.

2. Average Call Duration (Incoming & Outgoing)

→ Average time per call in seconds.

3. Answer Rate per Agent

→ Individual performance of each agent.

4. Number of Recorded Calls (Incoming & Outgoing)

→ Number of incoming and outgoing recorded calls.

5. Number of Recordings by Date

→ Number of calls recorded per date.

6. Missed Calls per Agent

→ Number of missed calls per agent.