Table of Contents


Overview

Aloware Dashboard is a central place to view your account's current live calls and past communications (calls, messages, voicemails, email, fax).

The Aloware dashboard is live and does not require refreshes.

Screenshot of Dashboard


Communication Metrics

The top section of the dashboard shows the most important metrics of your Contact Center:

  • Summary of Total Calls and SMS

  • Total Inbound calls

  • Total Outbound calls

  • Total Contacts Engaged

Read the Communication Metrics article to learn more.

Activity Graph

Aloware real-time activity graph displays call and SMS traffic for the past month (or selected date period). By default, Aloware groups its metrics by Lines (or campaigns) so the Admin can see which team is interacting more with contacts.

You can change the date range of this graph by using the date selector at the top of the page.


Communication Logs

Aloware's Communication Logs section displays all communications made individually. Users can add more details to the table,

  • By default, columns display the following information:

    • Number - contact's phone number

    • Start Time - displays the date and start time of the call

    • Talk Time (for SMS)

      • Sent

      • Delivered

      • Failed

    • Contact Owner - these are users in Aloware who are responsible for the specific contact

    • User - displays the person who had made the communication activity, e.g., sent an SMS, made a call, etc.

    • Tags - displays the associated tag of the contact.

  • Users can add more details to the table by clicking the Table Settings and selecting relevant data points.

    • Creator Type - is a communication property that displays what initiated the communication.

      Here is the list of the creator types:

      • Manual - Manual communications from Aloware users

      • API - Communications that were initiated by our SMS or Two-legged Call API

      • Sequence - Communications that were initiated by our sequences

      • Broadcast - Communications that were initiated by our broadcast tool

      • Power Dialer - Power Dialer calls

      • SMS Reminder - Appointment reminders

      • App Notification - Our app notification and line/ user/ ring group settings for missed calls and similar stuff

      • HubSpot Workflow - Communications that were initiated by our HubSpot custom workflow actions

      • Zapier - Communications that were initiated by our Zapier actions

        Users can also see the Creator Type in Contacts Communication Activity:


Changing the Date Range

Use the Date Range selector to view your reports and analytics from a specific time range.


Filtering Call Data

Users can filter more data points to narrow down reports. Currently, users can filter based on:

  • Handling: Direction, Answer Status, Talk Time, Type, Transfer Type, Callback Status

  • Properties: Tag, Call Disposition, Conversations, Excluded Automation Communications

    • Call Disposition > Not Disposed - displays all contacts that were not disposed of properly and uses them as contacts again.

  • Attribution: Lines, Users, Ring Groups, Numbers, Sequences, Broadcasts

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