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Dashboard Communication Activities

The Aloware Dashboard is a live hub for monitoring calls, messages, and more. It offers metrics, logs, activity graphs, and user statuses.

What is the Aloware Dashboard?

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.image-png-Jan-31-2024-12-18-38-8222-PM


Communication Metrics

The dashboard displays key metrics for your Contact Center, with a default view of 30 days that can be set by the Admin in the Account menu.

  1. Total Inbound calls - The number inside the donut chart represents the total number of inbound calls received during this period.

    • Answered - All the inbound calls that have come to your Lines and have been picked up by your agents.
    • Missed - These calls are categorized as unanswered. They occur when Aloware attempts to connect a call to an agent or a ring group, but no one answers the call. If you have a queue set up for the calls, these are calls where the callers hang up while waiting in the queue.
    • Abandoned - These are calls in which the caller hangs up before reaching the queue or before Aloware connects the call, typically when the caller doesn't press a digit in the IVR or hangs up while hearing the greeting.
    • Voicemail - Lines, Ring Groups, and Agents can create a personalized voicemail message for incoming calls when they are unable to answer.
    • Below 30 seconds - Number of completed calls with a short duration of 30 seconds or less.
    • Above 2 minutes - Number of completed calls that are above 2 minutes in talk time.
    • Queue Hold Time - The average hold time a caller waits in the queue before being connected. This metric is backward-looking and only counts phone calls that have passed through a queue. If you don't have any queues set up, this metric might display 0.
    • Average Talk Time - Measures average talk time of connected inbound calls in this date range.image-png-Jan-31-2024-12-27-52-8937-PM
  2. Total Outbound calls - This displays the total number of your team's outbound calls. The chart is broken down by the outcome of these calls.

    • Connected - Number of calls when the agent successfully connected to the other party. Note that this includes the IVRs and Voicemail prompts your agent might run into.

    • Not Connected - Counts calls where the agent (or Aloware automation) hangs up while the call is still ringing without reaching a contact person.

    • Cold & Warm Transfers - In many sales organizations, the purpose of a team of agents is to get a prospect on the phone and transfer the call to another department. This KPI measures that performance.

    • Below 30 seconds - This important metric counts calls that are connected (we received a CONNECT signal), but the talk time is less than 30 seconds, usually indicative of a lack of interest.

    • Above 2 and 5 minutes - These two KPIs measure the number of calls with talk times above a certain number. Currently, we look for calls above 2 mins and 5 mins. These forms are "qualified calls."

    • Average Talk Time - measures the average talk time of connected outbound calls in this date range.

      Note - Aloware measures connected calls on VoIP signals received from carriers, not call dispositions set by agents. Voicemails are considered connected calls. For call disposition reports, refer to the Reports tab.
  3. Total Inbound SMS - Counts the number of outbound texts (SMS and MMS) that your agents, Aloware automation, or broadcasting have sent. Top Left: All Communications

    • Unreturned SMS Communication
    • Received SMS
  4. Total Outbound SMS

    • SMS Sent
  5. Contact Engaged - Aloware identifies contacts added manually through imports, API, or CRM sync and marks them as engaged if agents have interacted with them or if they have made calls. This helps sales organizations track their lead response.

    • Net new leads engaged

    • Net new leads unengaged


Activity Graph

The real-time activity graph in Aloware shows the call and SMS traffic over the past month or a selected date period. By default, Aloware organizes the metrics by Lines or campaigns, allowing the Admin to easily see which team is engaging more with contacts.

To modify the timeframe in the graph, use the date selector at the top of the page. If the Activity Graph is not visible, click "Show Graph" in the Communication Logs. Apex-1706709543901-ezgif-com-crop-gif


Communication Logs

Aloware's Communication Logs section displays all communications made individually. Users can add more details to the table. image-png-Jan-31-2024-01-57-47-3011-PM

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 - 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.

  • Contact - Displays the name of the contact with whom the communication activity is associated. It helps users easily identify who they are interacting with.
  • 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.
  • Notes - Enables users to add and view additional information or comments for contacts or communication activities.
  • 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. image-png-Jan-31-2024-01-56-59-6103-PM

Adding Other Data Columns

To provide additional information in the table, follow these simple steps.

  1. To access the Communication Logs, navigate to the dashboard and click on the Communication Logs tab.

  2. Click the Table Settings button and choose the options that are relevant to your needs.

    • 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:

      • Select a contact and communication from the activity box, then click More Details.

      • Look for Creator Type displays in the Communication Info:

        • List of 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 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.


Different Communication Statuses

Status

Description

This status includes all communications that were connected and completed successfully.

  • Completed Inbound Call - Incoming calls that were successfully answered.

  • Completed Outbound Call - Outgoing calls that were successfully answered.

  • Completed Inbound SMS - Incoming SMS messages that were successfully received.

  • Completed Outbound SMS - Outgoing SMS messages that were successfully sent.

 

This status represents all calls that were not answered and were missed by the intended user or agent.

  • Missed Inbound Calls

 

Calls that were initiated but not answered fall under this status. This happens when an outbound call is made, but the contact does not answer. It can occur if the contact is busy, rejects the call, or if there are issues with the carrier reaching the contact.

  • Abandoned Inbound Calls - An abandoned inbound call occurs when a caller hangs up before speaking to an agent. Incoming calls are usually placed in a queue and assigned to available agents, but if the caller hangs up before getting connected, it's called an abandoned inbound call.

  • Abandoned Outbound Calls - Calls that the agent made but hung up before the other side answered.

 

This status includes calls that were connected to a voicemail system.

  • Voicemail Inbound Call - A voicemail inbound call is when an incoming call is routed directly to the agent's voicemail system. It allows the contact to leave a message for the agent without the need for immediate interaction.

  • Voicemail Outbound Call - A voicemail outbound call is when a user or agent makes an outgoing call that goes directly to the contact's voicemail. Instead of reaching the contact directly, the call is directed to their voicemail, allowing the agent to leave a recorded message. This is useful when the contact is unavailable or when the agent chooses to leave a message without trying to reach the contact directly.

 

The call is currently connected, and the conversation is ongoing.

  • In progress Outbound Call

 

The call failed to connect or the contact could not be reached. The following statuses fall under the Failed category:

  • Failed Inbound Call - Incoming calls that failed to connect or establish a connection.

  • Failed Outbound Call - Outgoing calls that failed to connect or establish a connection.

  • Failed Outbound SMS - Outbound SMS messages that failed to reach the contact.

  • Failed Inbound Fax - Incoming fax messages that failed to connect or establish a connection.

  • Failed Outbound Fax - Outbound fax messages that failed to reach the recipient.

The call is currently in a queue and waiting to be connected.

Calls that are temporarily put on hold for later retrieval or transfer.

This status includes all calls that were terminated without being connected to any agents or users.

  • Dead-end Inbound Call

Callback Pending

Calls where a contact has requested a callback, and the system is in the process of initiating the callback. The status remains pending until the callback is completed.


Filtering the Date Range

To analyze your reports and analytics within a specific timeframe, simply utilize the Date Range selector. This allows you to narrow down your data by specifying the desired date range and time. Apex-1706704475003-ezgif-com-crop (1)-gif


Filters in Aloware Dashboard

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

Handling    
  Direction either inbound or outbound
  Answer Status displays data depending on the answer status
  Talk Time displays communications based on the talk time.
  Type displays the communication type (call, text message, email, fax)
  Transfer Type either cold transfer, warm transfer, or conference
  Callback Status either initiated or requested
Properties Tag displays all contacts on the selected tag.
  Call Disposition displays all contacts with matched call disposition.
  Not Disposed displays all contacts that were not disposed of properly and uses them as contacts again.
  Unread Only  
  First-time Conversations enable to display first-time leads
  Exclude automated communications  
  Creator Type

displays what initiated the communication.

Attribution    
  Lines  
  Users  
  Ring Groups  
  Numbers  
  Sequences  
  Broadcasts  

 


Saving Filters

To save your filters, follow these steps:

  1. Click Saved Filters and select My Filters.

  2. A wizard will appear to create a new filter. Name your filter in the provided field and click Save. Apex-17067055789281-ezgif-com-crop (1)-gif


Active Filters

The currently active filters show the most up-to-date data.


Exporting Communications Report

The report provides crucial information on contact center performance, aiding in productivity assessment, customer engagement review, business plan evaluation, and sales conversion insights.

  1. Export your report by clicking the Export button and selecting either the current view or all columns.
    1. CSV Current View - enables you to export the table view of the Communication Logs in a CSV format.
    2. CSV All Columns - export all columns/ properties in Communication Logs.image-png-Jan-31-2024-01-44-01-9588-PM
    3. Export Summary - exports Communication Metrics as a PDF.image-png-Jan-31-2024-01-48-08-1531-PM
  2. A progress notification will appear, and you will be redirected to the Export page to review your report.
  3. You can access your report in the Account > Export tab. 

User Status in Aloware

Users can access the Agent Status feature from the User avatar dropdown menu to easily show their availability and activities. Admins can also track agent availability and monitor their activities by using this feature.image-png-Jan-31-2024-01-49-20-0877-PM

This is how it appears in Aloware Talk.image-png-Jan-31-2024-01-51-26-0690-PM

  1. Status Indicator - Within the dropdown menu, you will see your current status displayed in blue, along with the corresponding color that represents the status.image-png-Jan-31-2024-01-52-23-8015-PM
  2. Changing and Selecting Status - Click the indicator in the dropdown menu that reflects your current status to change or select it. The indicator color and meaning will be updated accordingly.

Types of User Status in Aloware

  1. Manual-Defined Statuses - Agents can set their status manually, with the profile color corresponding to their status. The available Manual-Defined Statuses are:

    • Offline - When agents log out, their status automatically becomes Offline, displayed with a grey color indicator. While offline, agents cannot receive inbound calls but can make outbound calls.

    • Available - The default status where agents can receive inbound and make outbound calls. It is indicated by a green color indicator.

    • Busy - Agents choose Busy when they don't want to be interrupted during important tasks. In this status, agents cannot receive inbound calls, and the status displays a red color indicator.

    • On Break - Agents select On Break when temporarily away from their desks, indicated by a yellow color indicator. This status informs the system that agents are unavailable to receive inbound calls, such as during lunch breaks.

  2. System-Defined Statuses - Some statuses are automatically assigned based on your call activities. These system-defined statuses, like On-Call, Ringing, and Wrap-Up, update dynamically during your interactions with calls.

    • On-Call - When agents are actively engaged in a call, their status becomes On-Call. Agents cannot receive inbound calls during this time, and the indicator color is light blue.

    • Ringing - When agents receive an inbound call, Aloware Talk sets their status to Ringing. The phone rings, but the call is not yet connected. The indicator color is light green.

    • Wrap-Up - After completing a call, agents enter the Wrap-Up status. They can perform post-call tasks, such as note-taking or updating customer information. During Wrap-Up, agents cannot receive inbound calls, and the indicator color is yellow.


Aloware Dashboard Other Menu Buttons

  1. Aloware Talk Button - Click here to switch to Aloware Talk.

  2. New - See what's new in Aloware.

  3. "+" Button - Quickly add a line, ring group, user, contact, tag, sequence, SMS, call, or fax.

  4. "?" Button - Find your service code and role, and access customer service and setup guides.

  5. Microphone Icon - Shows new Aloware product updates.

  6. Sleep Mode in Aloware Admin or Turn Notifications Off in Aloware Talk - The Aloware Sleep Mode and Turn Notifications Off feature enables users to easily disable all Communication Notifications within the app, except for call communications. This can be accessed without the need to go to Notification settings. You have the flexibility to turn notifications on or off whenever you prefer.

    Sleep Mode in Aloware Admin

    Turn Off Notifications in Aloware Talk