This guide provides an in-depth exploration of the Inbound Calls Dashboard, one of Regal's default reporting dashboards.
While potential use cases for these metrics will be shared, it's essential to emphasize that they should be considered alongside other data sources and tailored to specific organizational goals.
Reporting dashboards are updated: Monday-Friday: Hourly from 9am ET to 10pm ET and Saturday-Sunday at 8am, 3pm, 8pm, and 10pm ET.
Click on the tile or filter name below to learn more about that tile.
Reporting License
Reporting Dashboards are provided under a separate per-seat license. Please submit a ticket to sign up for Reporting Dashboards.
Filters
All default Regal dashboards have filters available for you to refine the data you're viewing. The Inbound Calls Dashboard has the following filters:
Select Timeframe
- Used to filter data within a specified timeframe.
- Defaults to "Last 7 days".
Select Period
- Used to show different periods of time (hourly, daily, weekly, etc.) in the various graphs.
- Defaults to "Daily".
Day of Week
- This filter enables you to view data based on specific days of the week.
- Defaults to "is any value".
Hour of Day
- This filter enables you to view data based on specific hours of the day.
- Defaults to "is any value".
Target Team
- Used to filter by the team of the target agent assigned to the tasks being viewed.
- Defaults to "is any value".
Target Agent
- Used to filter by the target agent assigned to the tasks being viewed.
- Defaults to "is any value".
Handling Agent
- Used to filter by the handling agent that worked the tasks being viewed.
- Defaults to "is any value".
Handling Team
- Used to filter by the team of the handling agent that worked the tasks being viewed.
- Defaults to "is any value".
Sub Brand
- Used to filter by phone line used for tasks. You can assign a sub brand to each phone number in Settings > Phone Numbers.
- Defaults to "is any value".
Brand phone line name
- Used to filter by phone line used for tasks. You can assign a name to each phone number in Settings > Phone Numbers.
- Defaults to "is any value".
Task Created Queue Name
- This filter allows you to filter data by the queue the task was created in.
- Defaults to "any value".
Task Completed Queue Name
- This filter allows you to filter data by the queue the task was completed in.
- Defaults to "any value".
Tiles
Inbound Calls
- Type: Numeric Display
- Function: This tile tracks the total number of inbound call tasks created during the selected timeframe. When used alongside other tiles, this can be useful for evaluating customer engagement or demand.
Answered Inbound Calls
- Type: Numeric Display
- Function: This tile tracks the total number of inbound call tasks completed by agents during the selected timeframe. If, for example, a call is in wrap up, it wouldn't be counted in this tile. When used alongside other tiles, this can be useful for evaluating customer service quality. A higher number of answered calls indicates that customers are likely receiving the attention they seek, leading to higher satisfaction levels.
- Note: This tile only tracks completed tasks, so there may be calls that have been answered but aren't yet in the completed state.
Missed Inbound Calls
- Type: Numeric Display
- Function: This tile tracks the total number of missed inbound call tasks during the selected timeframe. When used alongside other tiles, this can be useful for identifying resource gaps. A high number of missed calls can indicate insufficient staffing.
Inbound Call Answer Rate
- Type: Numeric Display
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents during the selected timeframe. When used alongside other tiles, this can be useful for identifying resource gaps. A low answer rate can indicate insufficient staffing.
% Inbound Calls Answered in 30 Secs
- Type: Numeric Display
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents in less than 30 seconds, during the selected timeframe. When used alongside other tiles, this can be useful for improving customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer not only helps in ensuring a positive experience for callers but also sets clear expectations for customers.
Avg Time to Answer Inbound Calls
- Type: Numeric Display
- Function: This tile tracks the average amount of time it has taken agents to accept an inbound call task during the selected timeframe. When used alongside other tiles, this can be useful for ensuring customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer helps in ensuring a positive experience for callers as well as sets expectations for customers.
Median Time to Answer Inbound Calls
- Type: Numeric Display
- Function: This tile tracks the median amount of time it has taken agents to accept an inbound call task during the selected timeframe. The median is often more useful than the average because it isn't affected by extreme outliers. When used alongside other tiles, this can be useful for ensuring customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer helps in ensuring a positive experience for callers as well as sets expectations for customers.
Inbound Calls
- Type: Stacked Column Chart
- Function: This tile tracks the total number of inbound call tasks created during the selected timeframe, separated by day and then further broken down by whether the call was missed or answered. When used alongside other tiles, this can be useful for evaluating customer engagement or demand.
Inbound Call Answer Rate
- Type: Line Graph
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents during the selected timeframe. When used alongside other tiles, this can be useful for identifying resource gaps. A low answer rate can indicate insufficient staffing.
Time to Answer Inbound Calls
- Type: Numeric Display
- Function: This tile shows the average amount of inbound calls that were answered in each time bucket (less than 30 seconds, 30 seconds to a minute, etc.), during the selected timeframe. When used alongside other tiles, this can be useful for improving customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer not only helps in ensuring a positive experience for callers but also sets clear expectations for customers.
- Note: If the bucket is null, that means the task was canceled.
% Inbound Calls Answered in 30 Secs
- Type: Line Graph
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents in less than 30 seconds, during the selected timeframe. When used alongside other tiles, this can be useful for improving customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer not only helps in ensuring a positive experience for callers but also sets clear expectations for customers.
Answered Inbound Calls by Disposition
- Type: Stacked Column Chart
- Function: This tile shows the breakdown of accepted call tasks by disposition within the selected timeframe. This breakdown provides insights into the outcomes of calls, such as whether they were resolved, required follow-up, or were transferred.
Avg. & Median Minutes to Answer Inbound Calls
- Type: Line Graph
- Function: This tile tracks the average and median amount of time it has taken agents to accept an inbound call task during the selected timeframe. The median is unaffected by extreme outliers and therefore is more useful for predicting the average amount of time someone will wait, while the average includes those extreme values and is therefore valuable for seeing when contacts tend to have to wait for longer periods of time. When used alongside other tiles, this can be useful for ensuring customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer helps in ensuring a positive experience for callers as well as sets expectations for customers.
ASAP Calls Created from Missed Inbound Calls, by Outcome
- Type: Stacked Column Chart
- Function: This tile tracks the total number of ASAP callbacks created because of missed inbound calls during the selected timeframe. When used alongside other tiles, this can be useful for identifying resource gaps. A high number of missed calls can indicate insufficient staffing.
- Note: The status "Task Created - null" indicates that the task has been created but not yet completed, so there hasn't been a chance to have a conversation yet.
ASAP Callbacks Created % of Missed Inbound Calls
- Type: Line Graph
- Function: This tile displays the percentage of missed inbound calls where a contact requested an ASAP Callback. When used alongside other tiles, this can be useful for identifying resource gaps. A high number of ASAP Callbacks can mean that contacts were waiting on hold which may indicate insufficient staffing.
- Note: ASAP Callbacks are different than outbound call tasks from the default campaign "Missed Inbound Call Follow Up".
% Inbound Calls Answered Under 30 Seconds by Target Team
- Type: Line Graph
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents in less than 30 seconds, during the selected timeframe and broken down by target team. When used alongside other tiles, this can be useful for improving customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer not only helps in ensuring a positive experience for callers but also sets clear expectations for customers.
Avg Minutes to Answer Inbound Calls
- Type: Line Graph
- Function: This tile tracks the average amount of time it has taken agents to accept an inbound call task during the selected timeframe and broken down by target team. When used alongside other tiles, this can be useful for ensuring customer satisfaction. Shorter wait times are often correlated with higher customer satisfaction, so knowing the average time to answer helps in ensuring a positive experience for callers as well as sets expectations for customers
Inbound Call Answer Rate
- Type: Line Graph
- Function: This tile shows the percentage of inbound call tasks that were accepted by agents during the selected timeframe. When used alongside other tiles, this can be useful for identifying resource gaps. A low answer rate can indicate insufficient staffing.
Inbound Calls by Phone Line
- Type: Table
- Function: This tile shows the number of tasks that were canceled and completed, as well as the answer rate within a certain timeframe and broken down by phone line. The name of the phone line used is the internal name, which can be set in Settings > Phone Numbers. This helps identify which phone lines are receiving the most traffic, indicating where customers are most actively seeking contact or support as well as showing which phone lines have the highest answer rate.
Inbound Calls by Target Team
- Type: Stacked Bar Chart
- Function: This tile shows the number of inbound calls and the answer rate during the selected time frame and broken down by target team. This data provides insights into how different teams are performing in terms of answering calls as well as which teams are receiving the most calls. It can highlight which teams are effectively managing their call loads and which may need additional support or training.
- Note: Target team is just the team of the target agent, so if there is no target agent there will not be a target team.
Inbound Calls by Target Agent
- Type: Stacked Bar Chart
- Function: This tile shows the number of inbound calls and the answer rate during the selected time frame and broken down by target agent. This data provides insights into how different agents are performing in terms of answering calls as well as which agents are receiving the most calls. It can highlight which agents are effectively managing their call loads and which may need additional support or training.
- Note: Not every task will have a target agent, and it's possible for no tasks to have a target agent. The target agent is not the same as the handling agent.