Understanding your Dashboard
- Dashboard access
- Activity - Data
- Activity - Service level
- Activity - Agent status
- Activity - Snooze
- Activity - Radio coach
- Activity - IVRs
- Activity - Direct Lines
- Activity - Meet
- Call logs
- Call logs - Data
- Call logs - Call details
- Call logs - Call types
- Call logs - Outgoing calls
- Call logs - Missed calls
- Call logs - Call details
- Call logs - Call flow
- SMS logs
- SMS logs - Data
- Meet logs
- Meet logs - Data
- Export mail statistics JPG
- Call statistics - Data
- Call statistics - Call processing status
- Call statistics - History
- Call statistics - Heatmap
- Call statistics - IVR Leaderboard (1)
- Call statistics - IVR Leaderboard (2)
- Call filters
- Call filters - Call types
- Call filters - By country
- Call filters - Advanced filters, duration type & tags
- Call filters - IVR
- Call filters - IVR missed calls
- SMS statistics - Data
- SMS statistics - History
- SMS statistics - Heatmap
- SMS statistics - Leaderboard
- SMS filters
- Meet statistics – Data
- Meet statistics - Leaderboard
- Meet filters
- Meet filters - “Personalize” option
- Omnichannel statistics
- Omnichannel statistics - History
- Omnichannel statistics - Heatmap
- Omnichannel Statistics - Leaderboard
- Omnichannel filters
- Tag statistics
- Tag filters
- Tag filters - Advanced filters, duration type and tags
- Survey statistics
- Survey statistics - History
- Survey filters
- Statistics - Snooze
- Filters - Snooze
- Statistics - Incoming call
- Statistics - Geographic
Send SMS campaigns
- Set access to “SMS Campaigns” functionality (1)
- Set access to “SMS Campaigns” functionality (2)
- Send an SMS campaign
Launch call campaigns
- Configure access to functionality
- Create a call list (1)
- Create a call list (2)
- Add numbers
- Launch campaign
Send voicemail campaigns
- Configure access to functionality
- Launch voicemail campaigns
OR
Go to your Dashboard.
You can set color alerts for each indicator. This will enable you to better visualize your performance in real time:
The left-hand column shows users who are available and on a call, as well as the device they are using.
The right-hand column shows disconnected and snoozed users, and the reason for their unavailability.
The “Snooze” feature allows agents to make themselves unavailable and indicate that they do not wish to be disturbed. You can manage their availability according to your needs.
PS: If you also have “Technical” access, you can click on the user to set them to “Snooze” from their settings.
This function enables you to continuously and discreetly launch random listening sessions in real time on calls in progress, without disturbing your colleagues’ calls.
Prerequisites: You need an administrator account.
You’ll find:
While on a call, you can also:
Direct lines are direct calls.
In the activity section of your dashboard, you can see the Meet calls:
From your Call Logs:
- Find all your outgoing, outgoing, missed calls and voice messages.
- Access, listen to and download your recordings.
- Compare your telephone performance over time and by agent using filters.
To go further, please visit our help center: Analysing your call logs
- Incoming
- Outgoing
- Missed
- Messaging
- Calls without keys selected
You can:
In the call details, you can:
Logs are your entire history of calls made, answered and missed. We have several types of calls:
Incoming calls
Outgoing calls: These are calls that have been successfully made, meaning they have been established and completed with a connection between the caller and the recipient. This applies to both incoming and outgoing calls.
Unanswered missed calls are represented by a small bell to the left of your call logs. It is displayed next to a missed call, and allows you to see directly which missed calls need to be handled.
Handle missed calls
In the call flow, you have the ability to see:
- ANSWERED: Call answered by the concerned user.
- NO_ANSWER: Missed call, no agent picked up the call.
- NOT_CONNECTED: Missed call, received while the agent was disconnected.
From your SMS Logs, you can access your entire history of received and sent messages.
To go further, please visit our help center: Texting: Understanding and controlling usage
In SMS Logs, you can:
- Incoming
- Outgoing
From your Meet logs, you can access your entire history of videoconferences.
In Meet Logs, you can:
Call statistics can be exported as an image.
Filters include:
- Date selector to select frequency
- Option to select frequency (daily, weekly, monthly)
- Report sent to the user who requested it
- User can unsubscribe from a previous subscription
To activate these reports:
- Click on “Edit filters”
- Click on “Your filters”
- Click on the “mail” icon next to the saved filter for which you want to activate the reports
Note: For this option to be available, your filter must contain the criteria “yesterday”, “last week” or “last month”.
In the call statistics, you’ll find:
In the call statistics, you’ll also find:
History gives you an overview of call progress, and you can choose the type of information to be displayed.
“Heatmap” is a feature that lets you track, at a glance, your activity and service levels hour by hour over the course of the week.
Here’s how to understand the call statistics of users connected to your IVRs.
Filter your call data:
You can choose which type of call to display:
You can filter by country
Then you can:
You can also refine your search by IVR:
If you choose to display only the call data of a IVR, 3 types of additional data will be proposed to you:
You can view all your SMS statistics:
As with calls, we also have the Heatmap for SMS:
On the Leaderboard, you can:
You can filter your SMS data:
You can view all your meet statistics:
The Meet statistics leaderboard lets you:
You can filter your meets data to display activity according to the tool (Ringover, Teams, Zoom and Google):
You can filter your meet data by customizing it:
On omnichannel statistics, you can see:
As for calls, we have the Heatmap for omnichannel messages:
The omnichannel statistics leaderboard allows you to:
After clicking on “Modify filters”:
You can then view all your tag statistics, including:
After clicking on “Modify filters”:
Then you can:
In the survey statistics, the following information is displayed:
History allows you to:
In the Leaderboard, we have:
Survey filters allow you to:
You can use Snooze to disable interruptions to your Ringover account. This mode allows you to mute the sound and block calls and messages so as not to be disturbed.
Snooze statistics allow you to:
Snooze filters allow you to:
You can see:
- Customer details to include information on each customer number that contacts us
- Total number of calls made to Ringover agents
- How many of these were answered and how many were not
- Length of conversation with this contact (total, minimum, maximum, average)
- Main beacons used for this contact
- Main agents who responded to this contact
- Ratio of calls received to calls transferred for this contact
- Recall frequency for this contact (min, max, avg)
To clearly visualize the origin and destination of calls, you have a map.
The map allows you to see call flows, and a table shows detailed statistics according to number code. These are only the 10 most frequently called countries.
The area receiving the most calls is highlighted in dark red on the map.
Only the administrator can configure user access to the “SMS Campaigns” feature.
Once your request has been validated, you will have access to the “SMS Campaigns” function.
Only the administrator can configure user access to the “Call Campaigns” feature.
You can also manually add the numbers you wish to call. To do so, click on “Or add manually”.
By import:
To launch a call campaign:
Only the administrator can configure user access to the “Voicemail Campaigns” feature.
To go further, please visit our help center: Sending a Voicemail Campaign