Call Center Dashboard

This article is designed for Onflo (formerly Let's Talk!) System Administrators and Call Center Managers to demonstrate the features of the Onflo Call Center Dashboard to assist you in tracking performance, identifying trends, and making data-driven decisions that enhance service quality, optimize workflows, and improve overall call center operations.

Call Center Dashboard Features

This dashboard gives a high-level overview of activity within your Onflo Call Center so you can view key performance indicators of your support agents and Live Data. The indicators include the following:

Getting Started: Accessing the Dashboard

To access this dashboard, click on the Dashboard icon, then click on Call Center in your Onflo panel.

Data Timeframe

Now that you have accessed the dashboard, you will want to determine what timeframe you want to use for all metrics displayed in the tiles of this dashboard. Data within this dashboard (excluding Live Data) is based on the timeframe selected by the user. The dashboard will default to Today when it is initially launched, but this can be adjusted to your needs by clicking on the drop-down menu in the top-left corner of the dashboard report.

Save / Export / Share Report

When working within the Dashboard, the option to Save, Download, or Share this information is available by clicking on the three vertical dots in the upper-right corner of the Call Center dashboard.

Overview of Call Center Features

Now that you have determined the dashboard timeframe, you can begin to utilize the features within the dashboard. The Call Center dashboard offers a comprehensive overview of key performance indicators to help optimize operations, including the following:

These features empower managers to make data-driven decisions and enhance overall customer experience.

Dashboard Overview

The Dashboard overview offers an extensive and in-depth view of crucial call center metrics and real-time operational data. This tool is designed to empower you with the insights needed to significantly enhance agent efficiency, streamline call center operations, and ultimately foster a more productive and responsive customer service environment. The Dashboard provides a snapshot of the following areas:

Customer Satisfaction (CSAT)

The Customer Satisfaction (CSAT) tab in the dashboard reflects the quality of service provided by a call center. It measures how well customer expectations are met, helping identify areas for improvement and ensuring a positive customer experience.

CSAT scores can be viewed based on the following timeframes: Current Day, Week, Month, or Year. Additionally, individual agents are also assigned CSAT ratings, which can be viewed in the CSAT by Agent menu.

Call Metrics

The Call Metrics tab in the dashboard provides key insights into call center performance.

This tile includes the following metrics:

Additionally, this report contains a graphical representation of call volume based on Hourly or Weekly Call Volume and time of day (hourly) or day of the week (weekly). Hovering over the graph will provide a breakdown of each call type by Topic in your district's Onflo account.

Call Details

Now that we've reviewed all the metrics offered in the dashboard, this next section will outline the details of individual phone calls. To access this data, click on the icon in the Call Details tab.

Details Available

There are several components included in the Call Details section:

• Date of Call The calendar date when the call occurred.
• Start Time of Call The time when the call began.
• Call Direction Indicates whether the call was initiated by the customer or by an agent.
  • Incoming: A call initiated by a customer or caller to the district's call center.
  • Outbound: A call initiated by an agent to a customer or caller.
• Customer Name The name of the customer or caller associated with the call, when the caller can be identified.
  • Agent Who Took Call: The agent who answered and handled the incoming call.
• Result of Call The final outcome of the call.
  • Handled: The call was answered by an agent and handled.
  • Abandoned: The caller disconnected before the call was answered by an agent.
    • Abandoned – Agents Unavailable: The call was abandoned because no agents were available to answer the call.
    • Abandoned – In Queue: The caller disconnected while waiting in the queue before an agent became available.
• Call Notes Notes recorded by the agent during or after the call. These are generated when a call notes template is configured and the agent enters notes.
• Recording of Call The recorded audio of the call, when call recording was enabled and a recording was captured.
• Call Duration The total length of the call, measured from when the call begins until it ends.
• Queue The call queue or team to which the call was routed based on the configured call center setup.
• Ticket Number The unique ticket number associated with the call, when the call resulted in or was connected to a ticket.

Additionally, we offer metrics to show how calls are handled and routed, including the following:

Customize Table

You can customize your table view by clicking Drag here to set row groups. This will allow you to arrange the columns to your desired specifications. Additionally, clicking on Columns will allow you to select what data you wish to view in the table. In addition, we provide Pivot Mode for the table as well.

Results of Call

• Handled
• Abandoned
  • Abandoned – Agents Unavailable
  • Abandoned – In Queue

Calls sent to voicemail from a queue will be marked as "Abandoned – In Queue." Calls that result from no agents being available to accept the call will be marked as "Abandoned – Agents Unavailable." This field helps provide clear reporting and identify trends for making necessary enhancements to your call center.

Search, Save, and Export Call Details

To find specific call information, you can also search for an individual call in this log or filter the call by using the Search Bar or Filter By button.

If you would like to Save or Export any saved searches, you can do so by clicking the three vertical dots, then selecting either option.

Saving the search will retain the results in the side panel for access. Exporting the report allows you to access the data by generating a .csv file for your records.

Live Data

Live Data provides real-time insights into agent status and call queue activity. It tracks agent availability, showing whether agents are on a call or unavailable. Additionally, it displays the number of live calls in progress and calls waiting in the queue, allowing managers to monitor workload, adjust staffing, and ensure timely customer service. This data helps optimize operational efficiency and improve response times.

Agent Availability – Status and Status Change

Another useful feature of our dashboard is the Agent Status tile, which helps identify patterns in agent call availability and status changes.

Agent Status

When viewing the agent availability tile, your agents can be in one of the following statuses:

Status Change

For a deeper dive into Agent Availability and when changes occur to an agent's status, click on the dashboard icon. This view will allow you to see the following fields related to Status Change:

The Status Changed By field indicates that the status change was made in Onflo by one of the following categories:

• System – Onflo updates status based on call activity (e.g., agent wrapping up a call).
• Agent – Agent switches status, such as logging into Onflo and switching from Unavailable to Available.
• Administrator – System Administrator changes an agent's status.

Queue Management

Our call center queue tracks live calls and calls waiting for assistance in real time. It provides visibility into the current volume of active calls and the number of customers waiting, helping managers monitor call flow and adjust staffing as needed.

For a deeper dive into live call activity, click on the icon. This view will allow you to see the following fields related to live call data.

This information is divided into two categories:

Export Data – Agent Availability

System Administrators can export agent availability and status history for tracking and analysis. To export the data, click the three vertical dots, then click Export. The data will export as a .csv file for ease of access.