The activity summary dashboard provides a comprehensive and visual overview of call metrics data, including Call Volume and Call Duration.
It allows you to understand call volumes for both inbound and outbound calls, filter and monitor call volumes for teams and individual users, identify team members handling the most calls and to delve into call duration details, including average call duration and trends over time.
Access Activity Summary:
Users can access the new experience via the “Insights” navigation from the portal*.
Activity Summary can then be accessed under the top navigation “Tools” in the customer portal.
*Activity Summary is currently only available for Insights users (Admin and Team Managers) but it will be accessible for all users soon.
Filters
We have a wide range of filters for users to have in-depth review on the call data.
Date
The date range options provided are: Today, Yesterday, Last 7 Days, Last 30 Days, Last 6 Months and Last 12 Months
Call Direction
We provide options to filter out Inbound calls and Outbound calls.
Media
Media options are Audio and Video
Teams
Users can filter on specific teams* they want to see the data.
*For Team Managers, they can only view data of teams that they are managers with. This can be set up via the team settings.
Users
This allows users to narrow down to specific user’s data.
Key Metrics:
This provides a snapshot of recording information from the filtered result. It includes the volume of calls (total number and average number per day) as well as comparison from previous periods. It also shows the durations of calls in both total number and average figure forms.
Graphs
The call volumes from the filter results will be shown by Date, by Teams and by Users.
By clicking through specific bars in the graph, users will be able to see the list of recordings that formed the list.