Dashboard

Aloware Dashboard is a central place to view your agent’s activity, historical call records, and a list of all your calls, messages, and voicemails.
You can track the progress of a call or historical calling and messaging records right on the dashboard. Aloware dashboard is live and does not require refreshes.


New calls and messages always go to the top of the list.

The top section of the dashboard shows the most important metrics of your Contact Center, such as the number of live calls, calls currently in the queue, and the current status of your agents.

Activity Graph

Our intuitive activity graph displays your call and SMS traffic for the past month (or selected date period). By default, Aloware groups its metrics by your Lines (aka campaigns) so you can see which department or team is interacting more with your customers.

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

Call & SMS Logs

The lower section of the dashboard shows calls and messages individually with as many details as possible.

Changing the Date Range

On top of every page that shows call data, there is a Date Range selector that allows you to pick a period of time to view your reports and analytics.

Filtering Call Data

Our ultra-powerful filtering feature allows you to narrow down your reporting based on a multitude of data points.

Currently, you can filter based on:

  • Direction: Inbound, Outbound, All

  • Answer Status: Call Disposition (Live, In Progress, Completed, Missed)

  • Talk Time

  • Type: Call, SMS, All

Seeing Even More Data

By default, we only show the most important call data for each call or message on the Call Log table. If you need more data points, click “Table Settings” and check the relevant items. Aloware keeps capturing all the data points at all times.

Changing User Status

You can change your user status from Offline, Available, Busy, On-Break.

This helps the admin user to visibly see what's your current status, either your working or busy at the moment.

You can change your status by clicking the drop-down menu on your initials in the top right-most corner of the Aloware interface.

Changing User Mode

You can change user mode into two different modes, Focus mode, and the Sleep Mode.

Focus Mode

In Aloware, sometimes you want to only focus on the contacts you own, as well as your own calls and texts; rather than seeing what your team is doing. This is what we call Focus mode.

To activate Focus mode, click your name at the top right, and turn on focus mode. The screen will refresh. You can do the same thing to de-activate focus mode.

With focus mode on, you will on see:

  • Contacts that are owned by your user

  • Communications [calls and texts] that are associated with your user.

Please note that some of the summary reports across Aloware are sensitive to focus mode, and might produce inaccurate data when this is enabled. For accurate reporting, do not use Focus Mode.

Note: Focus mode is deactivated by default after login.

Sleep Mode

The sleep mode feature in Aloware lets you turn off all the Communication Notifications inside the app. This is easy access without you going to Notification settings. Turn off notifications or on anytime you want.

To see the Communication Notifications,

  1. Login to your Account in Aloware

  2. Click Users Menu

  3. Select a User

  4. Click the Notification Settings tab

Calls

The lifecycle of a Call

When someone calls your Aloware Line, they first hear your IVR. The IVR welcomes them to your company, optionally asks for an extension or a department selection, and then sends the call over to a Ring Group (or a user). The Ring Group decides how to distribute the call to your Users. Users are your agents, reps, hard phones, or occasionally external phone numbers that pick up and answer your calls.

You can track the progress of a call or historical calling and messaging records right on the dashboard.

Receiving Calls and SMS

Generally speaking, your prospects call and text your virtual Aloware phone numbers called Lines. We have covered the Line basics in a dedicated article: Introduction to Lines.

Making calls and sending messages

To make a call, open the Aloware dialer using the button on the top-left, “Open Dialer”.

To send a new message, head to Contacts, and create a new one.

You can also use the combo menu with the big + sign on the top right.

Power Dialer

Aloware's power dialer helps you call a list of contacts one by one without the need to look for the phone number or enter the phone number manually. This optimizes the calling process, making it more focused, efficient, and productive.

Building your task list

A task list is the list of contacts and their information that the power dialer calls.

You can build your task list by clicking on the green + Add Tasks button any time (even during the call). There are three ways to build your task list:

1. Bulk

Create a task by selecting an already existing contact group. Click on "+ Add Tasks", choose the Bulk category, and under Select contact groups, choose a contact group from the list.

2. Filter

By using the Filter option, you can customize and create your own task list immediately after you select and apply your filters.

The Filter options are exactly the same as the ones found on the Contacts page. You can read more about our contact filters in this article.

When using the Filter function, you can filter your contacts by engagement date or creation date. You can also change the date range to suit your needs.

3. Test

If you want to add a single contact to your task list to test your power dialer, you can choose the Test option and select a contact.

After adding the tasks, you will see the selected contacts under the queued column.

4. Integrations

In the add tasks button, you can also add several contacts using the integrations tab. In the integrations tab, you can directly pull a list of contacts from the HubSpot and add them to your task.

Push Contacts To Bottom/Top

When adding contacts to your task list, the new additions can be added to the bottom or top of the list.

  • Choosing to push contacts to the bottom, places the new additional contacts on the bottom of the list, after the existing queue.

  • Choosing to push contacts to the top, places the new additional contacts on top of the list, before the existing queue.

Add Multiple Phone Numbers

The “Add Multiple Numbers” feature adds the contact’s alternate/other available numbers aside from its main contact number. This feature gradually lessens the failed calls. (You can see the alternate number in parenthesis, and in bold format next to the contact name.)

Prevent Duplicate Task Creation

By selecting the Prevent duplicate task creation option, Aloware ensures that duplicate contacts will not be added to your task list.

Future Scheduled Task

This feature lets you schedule a task and execute it automatically. From the "Add Task" button, click "Future Scheduled Task" then select the date and time that you want your tasks to be added.

Add Your Own Contacts (Integrations Tab)

Only in the Integrations tab, you can add your own list of contacts in the tasks by checking the “Add your own contacts” box.

Clearing Tasks

A contact can be removed from your task list by clicking on the red trash bin icon beside its name and number. You can also remove all the contacts in your task list by clicking on the red Clear Tasks button.

Selecting Your Outbound Line

Choose which line you would be using for your power dialing session by clicking on the line selector.

If you use Aloware's AI-powered local presence technology, you can select the line here. Just scroll through the options under the line selector and select local presence.

Start

Clicking on the blue Start button will run the power dialing session.

Play/Pause

While you are on a call, you can use the Pause button to temporarily halt the power dialer from making more calls. If you want to continue the power dialing session, you can click on Play to resume it.

Stop

Clicking on the Stop button will stop the power dialer from making more calls. If you want to end the power dialing session, use this button; otherwise, use the Pause button.

Schedule Task Button (During Call)

The schedule task button is only available when you are on call. The main function of the schedule task is to set another task/call with that contact you are talking to. You can schedule it for a specific day and time and it will be automatically added to your “Scheduled” Task.

Task List

Tasks can be in progress, queued, completed, failed, and scheduled. When you start the power dialing session, Aloware will automatically hide the task list to help you focus on the call. When you are on a call, you can see a task list button on the top-right side of the screen where you can use it to toggle the task list's display.

Order By

The “Order by:” function lets you order tasks by default or by their respective time zones.

Open Contact Page

By selecting this option, Aloware will open the contact page from the integration instead of showing just the contact information when the call starts. Toggling this on and off will let you switch from the Aloware interface to the activated and authenticated integration without leaving the dialer.

Skip Outside Day Times

Selecting this option will only let you call contacts for a certain period of time only (you can edit the time frame in the Account Settings > Power Dialer Settings). If your contact is beyond the open and close time it will push the task to the bottom of the list instead of failing it.

Warm-Up Period

Warm-up is the time before the dialer makes the call. During this time you can prepare yourself for the call while having access to the contact information.

You can customize the warm-up duration by clicking on the drop-down box.

A contact's information can be accessed during the warm-up period:

Wrap Up Period

The wrap-up period starts after a call has ended. This gives the agent some time to do after-call work (e.g. taking down notes, disposing of the contact, etc).

By clicking on the white Back button on the dialer, Aloware will start running the next task on the list.

Depending on the task's result, it will be categorized under Completed or Failed.

PowerDialer Settings (Accounts Tab)

Default PowerDialer Line

To access the PowerDialer settings, click the Accounts tab on the left side and look for the "PowerDialer Settings" tab. Default PowerDialer Line"You can select a default line (Caller ID) or a specific line for all of your PowerDialer calls or simply let your agents choose the line for themselves on their own PowerDialer settings.

Master Control

When you enable this option, only the admins can add, schedule, and delete all the tasks on the agents' PowerDialer.

Open Time & Close Time

Open Time and Close Time feature enable you to edit the open and close time of your contacts, this feature is mainly for the “Skip outside day times” option that you can check before starting the power dialing session.

PowerDialer Trigger

"PowerDialer Trigger" actuates a specific task after every PowerDialer calls.

Add Call Trigger

This button sets up a task for the contact after a call has been done, you can either apply tags to that communication or contact, enroll it in a sequence, set up its disposition, and lastly remove the task tag from that contact. You can also set the trigger based on the length of your call in seconds if it's more than or less than your preferred length of time.

Note: You can only set up one call trigger at a time.

Add Call Disposition Trigger

This button lets you prompt a task for every contact disposition that has been made after every call. After the disposition has been made, Aloware can apply tags to that contact, enroll in a sequence, and remove the task tag from that contact.

You can duplicate it for your convenience or productivity, and you can always easily delete the trigger just by clicking the "Delete" button in the top right corner of the trigger setting box.

Note: Do not forget to click the Save Triggers after you fill in/modify all the values needed, and there's a status in the lower right of the trigger settings box if your trigger is valid or invalid for some reason.

Aloware Applications

(Available in Desktop, Mobile & Web)

Build better conversations and have the freedom to work on the device you prefer. Whether you’re using your smartphone or your desktop, send a message or hop on a phone call with the Aloware app.

To download the Aloware apps, go to www.aloware.com, hover on the "Product" tab in the topmost of the Aloware interface, and click on "App". From there you can download for Windows, macOS, Chrome Extension, and App Store / Google Play (in mobile version).

Did this answer your question?