The Aloware dashboard is the central hub for tracking and managing all your contact center's communication activities. It updates automatically and does not require manual refreshing. As soon as a call, SMS, voicemail, or any interaction is initiated, the dashboard dynamically captures and displays data in real time.
By default, the dashboard provides a 30-day overview of activity, which admins can modify in the account menu as needed. Metrics are grouped into clear, actionable categories and adhere to the timezone set in your account. This ensures that you always have access to up-to-date information for monitoring performance and making informed decisions.
Key dashboard features and metrics
When communication begins, the dashboard instantly captures the following:
Logs for calls, SMS, and other interactions including timestamps and durations.
Status updates (connected, missed, abandoned, etc.) and call outcomes.
Ongoing and completed interactions organized clearly for review.
This ensures admins and agents have immediate access to actionable data for monitoring live performance and improving response times.
Communication metrics
Inbound call metrics
Total inbound calls - shows the total number of calls received, using a donut chart for visual clarity.
Answered - displays the total calls successfully picked up by agents or ring groups.
Missed - includes calls that were not answered, whether the customer hung up while waiting or the call timed out.
Abandoned - tracks calls dropped before entering a queue or connecting with an agent.
Voicemail - counts calls routed to voicemail, allowing easy follow-ups on unanswered inquiries.
Call duration breakdown for inbound calls
Below 30 seconds - number of completed calls with a short duration of 30 seconds or less. Typically represents missed opportunities or uninterested callers.
Above 2 minutes - Indicates meaningful conversations with potential leads or customers.
Queue hold time - the average time a caller waits in a queue before connecting to an agent. This metric only applies to calls routed through a queue; if no queues are set up, it will display 0.
Average talk time - measures average talk time of connected inbound calls in this date range.
Outbound call metrics
Total outbound calls - displays the number of outgoing calls made during the designated timeframe.
Connected - tracks successful interactions, including calls that reached voicemail or IVR systems.
Not connected - reflects calls that were terminated before reaching the recipient or calls that went unanswered.
Cold and warm transfers - evaluates the number of calls transferred between agents or to another department, providing insight into inter-team collaboration.
Duration metrics for outbound calls
Below 30 seconds - reflects brief interactions or calls that failed to generate meaningful engagement.
Above 2 and 5 minutes - these KPIs track the number of calls with talk times exceeding 2 minutes and 5 minutes, indicating "qualified calls."
Average talk time - calculates the average talk time of connected outbound calls in this date range.
Aloware determines connected calls based on VoIP signals from carriers, not agent-assigned call dispositions. Voicemails are also counted as connected calls. To view call disposition reports, visit the reports menu.
SMS metrics
Total outbound SMS - tracks all outgoing text messages, including SMS and MMS, whether sent manually by agents or through automation.
Unreturned communication - highlights texts that have not received responsed, helping prioritize follow-ups or re-engagement.
Unreturned SMS communication
Total texts sent
Lead engagement metrics
Contact engaged - represents all leads added to Aloware (via import, CRM sync, API, or manual entry) who have had some form of interaction.
Net new leads engaged - tracks new leads that have interacted with your communications, campaigns, or agents.
Net new leads unengaged - identifies new leads that have yet to be contacted or responded to. This helps refine prioritization and follow-up strategies.
Activity graph
The real-time Activity Graph provides a visual representation of your contact center performance over time. It includes:
Customizable views - the graph defaults to the last 30 days but can be adjusted to display user-defined periods.
Performance by lines or campaigns - allows admins to track metrics by specific phone lines or campaigns, identifying which initiatives drive the most engagement.
Dynamic updates - the graph continuously updates to reflect live communication activity.
Communication logs
Aloware’s communication logs give you a detailed breakdown of every interaction, offering vital information for deeper analysis.
Default log fields
Contact details
Number - contact's phone number.
Contact - displays the name of the contact with whom the communication activity is associated. It helps users easily identify who they are interacting with.
Tags - displays the associated tag of the contact.
Notes - enables users to add and view additional information or comments for contacts or communication activities.
Communication details
Start time - displays the date and start time of the call.
Talk time (for SMS)
Sent - this indicates if an SMS message was successfully sent.
Delivered - this field confirms successful SMS message delivery to the recipient's phone.
Failed - it indicates SMS delivery issues.
User and activity tracking
User - displays the person who had made the communication activity, e.g., sent an SMS, made a call, etc.
Operations - the operations field offers options for users to perform actions on contacts or communication activities, such as making calls, replying, archiving, providing details, or reporting issues.
Filtering tools in dashboard
Users can filter logs and metrics for granular insights.
Handling filters
Direction - indicates whether the communication was inbound or outbound.
Answer status - displays the outcome of the communication. Possible values include answered, missed, abandoned, voicemail, in progress, failed, or queued.
Talk time - shows the duration of the call or the time spent on communication activity.
Type - identifies the type of communication, such as call, text message, email, or fax.
Transfer type - indicates how the call was transferred, with options like cold transfer, warm transfer, or conference.
Callback status - displays callback details, either initiated (call initiated by an agent) or requested (callback requested by a contact).
Property filters
Tag - displays all contacts that have the selected tag(s) associated with them.
Call disposition - filters contacts based on the call disposition selected by the agent, such as completed, voicemail, follow-up needed, etc.
Not disposed - displays all contacts that were not properly assigned a disposition, marking them for further use as valid contact opportunities.
Unread only - filters communications to display those that remain unread by the user.
First-time conversations - filters to show leads or contacts engaging in their first interaction with your business.
Exclude automated communications - displays only manual communications by excluding any interactions initiated through automation.
Creator type - identifies the source that initiated the communication, such as an agent, automation, or campaign.
Attribution filters
Lines - filters communications to display those made through specific lines selected from the system.
Users - filters communications based on specific user activity, showing which agent or team member initiated or handled the communication.
Teams - displays communications managed by specific teams, helping track performance by department or group.
Ring groups - filters calls routed through specific ring groups within the call routing settings.
Numbers - allows you to filter communications based on unique phone numbers used for each interaction.
Sequences - displays communications generated from specific sequences, such as automated steps in workflows.
Broadcasts - shows communications triggered by broadcast campaigns, such as mass SMS or email blasts.
Contacts - displays communications associated with specific contacts within your database.
Contact lists - filters communications attributed to specific lists of contacts, which are useful for campaigns or segmented outreach.
Saving filters
To save your filters, follow these steps:
Click saved filters.
Create a new filter, provide a name, and save it.
Saved filters appear as active filter to offer real-time updates.
Exporting reports
Aloware allows exporting communication logs and performance reports for offline review or team sharing:
CSV current view - enables you to export the table view of the communication logs in a CSV format.
CSV all columns - export all columns/ properties in Communication Logs.
PDF summary - generate a summarized PDF of communication metrics.
PDF summary report
To export:
Click export and choose the file type.
A progress notification pops up, and reports are available under account > export tab.
Customizing data columns
Users can add more data columns to communication logs:
Navigate to the Dashboard - go to the Dashboard > Communication Logs section in your Aloware interface.
Select table settings - locate and click on the Table Settings option in the communication logs interface.
Choose fields to add - from the list of available fields, select the columns you want to add or display. Below are the commonly used fields and their descriptions:
Owner - displays the contact owner.
Ring group - shows the contact's enrolled ring group.
Sequence - displays the sequence where the contact is enrolled.
Broadcast - displays the broadcast where the contact is enrolled.
Duration - displays the call duration of every call.
Resolution - This field shows how the call was resolved, whether it was the first call (regular), forwarded, or put in a queue.
Wait time - logs the duration of the contact's wait time.
Location - displays the contact's location.
Lines - displays the line used in the call.
Attempting - identifies the user that an inbound call is trying to reach, usually in a Ring Group.
Transferred from - Logs where the call was before transferring.
Cold transferred? - Yes or No if the call is cold transferred.
Transfer type - identifies if the call is warm or cold transferred.
Callback status
Queue resolution
Callback - when the contact requested a callback.
Handle by text - defines how incoming messages are handled by the Ring Group.
Voicemail - when the contact leaves a voice message if they do not want to stay in the queue.
Email - displays the contact's email.
Creator type - is a communication property that displays what initiated the communication. Users can also see the creator type in contacts communication activity:
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 sequences.
Broadcast - communications initiated via the broadcast tool.
Power dialer - calls made through power dialer.
SMS reminder - appointment reminders.
App notification - app notifications, line/user/ring group settings for missed calls, and similar actions.
HubSpot workflow - communications from HubSpot custom workflow actions.
Zapier - communications via Zapier actions.
Aloware dashboard other menu buttons
Aloware Talk button
Quickly switch to the Aloware Talk interface for live communication operations, such as making calls or chatting.
Help "?" button
Access the following resources:
Your service code for troubleshooting purposes.
Your current role within the system (e.g., admin, agent).
Customer service guides for help with resolving issues.
Setup guides for configuring essential features.
Profile settings
Redirects to the user's profile settings where you can:
Update personal details.
Change passwords, preferences, or notification options.
Sleep mode in Aloware admin or turn notifications off in Aloware Talk
Activate sleep mode in the Aloware Admin to pause communication notifications temporarily.
In Aloware Talk, notifications can also be disabled for all activities except phone calls.
These features can be toggled without the need to navigate to the notification settings menu, providing flexible notification control as needed.
My Referral link and Book a demo link
My Referral Link - redirects to the referral form, where users can share Aloware with others.
Book a Demo Link - opens the demo form for booking a session to explore Aloware’s features or services.
Installation links
Provides quick access to download options for the desktop app, mobile app, and Chrome extension, ensuring seamless integration across devices.
