Please note:
- The User Activity+ Dashboard (available through the Analytics+ add-on) contains even more metrics and charts critical to monitoring and enhancing team performance, including interactive leaderboards and the ability to drill down into the individual calls making up each metric. Learn more here.
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The User Activity dashboard allows you to track and optimize the overall activity and performance of your users, whether you are a support team or sales team leader.
You will be able to identify:
- the productivity of individual users and your wider team in terms of the number of calls they’re making, and the duration of these calls;
- any outliers in performance (whether top performers or those who may require special attention) through a leaderboard covering multiple facets of performance.
This information will then allow you to respond quickly and appropriately, whether through training, coaching, staffing adjustments, and more.
⚠️ Please note: This is not a real-time dashboard. To view user activity in real time please use the Live Activity feed
Availability of the User Activity dashboard
Only users with an Admin or Supervisor role will be able to view this dashboard. Further, this dashboard is only available to customers on the Professional plan.
Outline of the User Activity + dashboard
On this dashboard you will find the following sections:
| Section | Description |
| Overview |
Use these KPIs to assess the activity and performance of your users at a glance. Answer questions like: How many calls are my users handling? How much time are they spending on calls? |
| Explore and export the data | A full leader board with all metrics for all users, allowing you to the explore the data further or export to create your own metrics. |
Terms used in the User Activity dashboard
The main terms used in this dashboard are defined in this article. In particular, we draw your attention to the following definitions:
Filters used in the User Activity dashboard
| Filter | Description |
| Date |
The date range you wish the data in this dashboard to reflect. The dashboard will include calls or user events that begin within this date range in the selected timezone. |
| Timezone |
The timezone in which the selected date and business hours will take place. |
| Users | The specific users to which you wish the data to relate. |
| Users belonging to team |
This filter displays all calls and events linked to users in the selected team at the time of the call or event. Please note that filtering by Users belonging to team removes all unanswered inbound calls for the reason that missed calls cannot be related to a single user if several users don’t pick up. Please refer to this article for more details. |
| Numbers | This filters the dashboard by calls received on the selected phone numbers (in the case of inbound calls) or calls made from this line (in the case of outbound calls). |
| Tags |
This filter allows you to filter by one or several tags. If a call has one of the selected tags applied to it, data relating to this call will be included in the dashboard. Calls that do not have the selected tags applied will not be included in the data shown. Please note that, by default, calls with no tags or with any tags shown will be included in the data shown. |
| Min Outbound In Call Time (sec) |
This will filter the data by outbound calls that lasted more than the defined number of seconds (i.e. where the user was connected to the recipient or its voice responder for more than X seconds). This filter can be used, for example, to focus on outbound calls that resulted in a meaningful conversation between the user and the recipient. Please note that the default value of this filter is 0, meaning that all connected outbound calls are included in the data shown in this dashboard. |
|
IVR Branch |
This will filter data by calls where the specific IVR Branch selected in the filter was the last IVR Branch chosen by the customer (i.e. menu option chosen), before the call was unanswered or answered. For more details, see here. |
For more details on how to use these filters, please read more here.
General Tips
| Tip | Description |
| Sort data tables | Sort data tables by any column by clicking on the column heading. |
| Export | Read how to export the data here. |
| Tooltips | Hover over the "i" icon to access quick guidelines from within the dashboard itself. |
| Limit the number of lines in a data table |
Data tables can’t display more than 5000 elements. Once you reach that limit, use filters to narrow down your search further. |
Now, we will look at the different sections of the dashboard in more depth, starting with the Overview.
Overview
Use these KPIs to assess the activity and performance of your users at a glance. Answer questions like:
-
How many calls are my users handling?
-
How much time are they spending on calls?
| Metric/Chart | Description | More details |
| All filters apply to the following metrics: | ||
| Answered inbound calls |
The number of inbound calls for which the agent/user and the caller were connected. |
Type: Number of.. Calculation: Answered inbound calls |
| Connected outbound calls | The number of outbound calls made by the selected users/agents where the call was connected with the recipient (or the recipient’s automatic voice responder). |
Type: Number of.. Calculation: Connected outbound calls |
| Avg in call time (inbound) |
The average time spent by the user/agent in a connected call with the caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends. |
Type: Duration Calculation:In call time (inbound)/Answered inbound calls |
| Avg in call time (outbound) | The average time spent by the user/agent in a connected outbound call with the call recipient (or its automatic voice responder). |
Type: Duration
Calculation:In call time (outbound)/Connected outbound calls |
Explore and export the data
This section displays leaderboards for all selected users across metrics relating to call volume and time, allowing you to explore the data further and compare all users. You may also use this section to export all selected user data in relation to the metrics displayed.
This table contains the following KPIs for each user:
| Metric | Description | More details |
|
Answered inbound calls Connected outbound calls Avg in call time (inbound) Avg in call time (outbound) |
Please refer to the Overview section above for descriptions of each metric. | |
| (Total) In call time (inbound) |
The total time spent by the user/agent in a connected call with the inbound caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends. |
Type: Duration Calculation: In call time (inbound) |
| (Total) In call time (outbound) | The total time spent by the user/agent in a connected call with the call recipient (or its automatic voice responder). |
Type: Duration Calculation: In call time (outbound) |
|
Outbound calls |
The total number of outbound calls, made by the selected users/agents whether connected or not, for any duration. |
Type: Number of.. Calculation: See description |