PhoneIQ Dashboards let you see reports of in- and outbound calls. This article will go over the Department Performace Dashboard (see also a full list of our dashboards).
Step 1: Follow the steps at 'PhoneIQ Dashboards - Salesforce Reports' and access the 'PhoneIQ Department Performance' dashboard.
Step 2: On there, you will see all PhoneIQ's reports for your departments.
Understanding Reports
Here is a comprehensive list of every report on the dashboard:
Calls by Time of Day: Groups calls according to the hour of the underlying tasks. Then it stacks the count by the department.
Total Calls by Department: Groups calls according to the department of the underlying tasks. Then it stacks the count by the call status.
Calls by Day: Groups calls according to the day of each task. Then it stacks the count by the department.
Connected Outbound Calls: Groups connected calls according to the department of the tasks. Then it stacks the count by the agent making the call.
Total Voicemail Dropped: Groups calls with the status 'Voicemail Dropped' according to the department of each task.
Total Cancelled Calls: Groups calls with the status 'Cancelled ' according to the department of the underlying tasks.
Best Time to Call: Similar to 'Calls by Time of Day', but only considering connected calls. Groups connected calls according to the hour of the underlying tasks. Then it stacks the count by the department.
Pitch Success by Department: Groups connected calls according to the department of the underlying tasks. Then it stacks the count depending on the duration of the calls:
0-39 -> Unsuccessful
40-119 -> Partially successful
>119 -> SuccessfulTotal Outbound Calls by Department: Groups outbound calls according to the department of the underlying tasks. Then it stacks the count by the call status.
Outbound Calls Talk Time: Groups outbound calls according to the department of each task. Then it stacks the sum of talk time (in minutes) by agent.
Avg. Outbound Talk Time: This shows the average talk time for outbound calls according to the department of the tasks.
Total Inbound Calls by Department: Groups inbound calls according to the department of the underlying tasks. Then it stacks the count by the call status.
Inbound Calls Talk Time: Groups inbound calls according to the department of each task.
Avg. Inbound Talk Time: This shows the average talk time for inbound calls according to the department of the tasks.
Total Inbound Answered Calls by Department: Groups answered and handled calls according to the department of the underlying tasks. It then shows whether the call entered through a queue ('Handled') or it reached the agent another way ('Answered').
Total Inbound Missed Calls: Groups missed calls according to the department of the underlying tasks.
Call to Connect Rate by Department: It shows how many calls connected over the total of outbound calls, grouped by department, in percentage.
Outbound vs Inbound Talk Time: This shows the ratio of talk time for in- and outbound calls, over the total talk time.
Outbound vs Inbound Call Volume: This shows the ratio of in- and outbound calls count, over the calls.
Changing Filters
You can select one of the predefined date filters to limit the tasks taken into account for the reports.
NOTE: When making changes to our default dashboards/reports, we highly recommend to 'Save As' first.
To change the dates or add a new filter, you have to go to 'Edit,'
and once there, go to 'Filters,' to add a new filter,
or to the pencil icon at 'Date' to change or add to the default date values.
