This article explains how the Focus on inbound calls setting changes what you see on the Live Monitoring dashboard compared with the Consider all users option.

Note: For more information about settings, please visit our article Live Monitoring: Filters and Settings.

Understanding the setting

The Focus on inbound calls setting allows you to narrow your dashboard view to users and metrics related only to inbound activity. In contrast, Consider all users includes both inbound and outbound users.

This impacts how user and number data are displayed across the User Status KPI, Users tab, and Numbers tab.

Differences between the Focus on inbound call and Consider all users settings

The table below outlines exactly how dashboard data differs depending on which option is selected.

Dashboard areaDisplayed when Consider all users is selectedDisplayed when Focus on inbound calls is selected
User Status KPI
  • Includes all users who are part of either an inbound or outbound call distribution for the selected numbers. 
  • If the Numbers filter is not set, all users are included.
  • Includes only users who are part of the inbound distribution for the selected numbers. 
  • If the Numbers filter is not set, all users are included.
Users tab
  • Shows users who have previously made or answered calls on the selected numbers, or are part of the inbound or outbound distribution for those numbers, even without recent activity. 
  • If the Numbers filter is not set, all users are included.
  • Shows users who have previously made or answered calls on the selected numbers, or Are part of the inbound distribution for those numbers, even without recent activity. 
  • If the Numbers filter is not set, all users are included.
Numbers tab

If users or teams are selected in filters, a number appears if: 

  • The selected users/teams have made or answered calls on that number.
  • They are part of the inbound or outbound distribution for that number, even without activity. 

If the Users and Teams filters are not set, all numbers are included.

If users or teams are selected in filters, a number appears if: 

  • The selected users/teams have made or answered calls on that number.
  • They are part of the inbound distribution for that number, even without activity. 

If the Users and Teams filters are not set, all numbers are included.

User & teams assigned to inbound and outbound distributions .

A user is considered part of a number’s distribution if they are directly linked to how calls are routed for that number.

Distribution typeDefinition
Inbound distribution
  • The user is assigned to the inbound call distribution for that number. 
  • The user belongs to a team that is assigned to the inbound call distribution. 
     

In short, calls made to that number can ring to the user without being manually transferred.

Outbound distributionThe user is listed under Outgoing calls only in the Number settings for that number. 

This means the user can place outbound calls using that number but does not receive inbound calls on it.
Note: To learn more about how teams and users assigned to a specific number, visit our article Configuring Numbers: Integrations, Business Hours and Teams & Users.

 

Example: Focus on inbound calls vs. Consider all users

Let’s take a group of users: Goulven, Vanessa, Mahya, Pedro, Andre, and Louise, each with different call assignments.

UserRole and activity
GoulvenNot associated with any number.
VanessaAssigned to the inbound distribution of the Support number but no call activity.
MahyaMakes outbound calls from the Support number but no activity.
PedroHad inbound activity on the Support number but is no longer assigned to it.
LouiseMakes outbound calls from the Sales number and has activity.
AndreiMade outbound calls from the Sales number but is no longer linked to it.

Comparison examples

Note: Please remember that Users and Numbers tab are available only for companies with access to the Live Monitoring+ dashboard.
ScenarioConsider all usersFocus on inbound calls
No filters applied User Status Breakdown: All users shown.
Users tab: All users displayed.
Numbers tab: All numbers (Support, Sales).		Same behavior.
Filter by Number: Support User Status Breakdown: Vanessa and Mahya shown (both linked to Support number).
Users tab: Vanessa, Mahya, and Pedro shown (Pedro had previous inbound activity).
Numbers tab: Support displayed.		 User Status Breakdown: Only Vanessa shown (inbound distribution only).
Users tab: Vanessa and Pedro shown (Pedro had past activity).
Numbers tab: Support displayed (Mahya excluded, as she’s outbound-only).
Filter by User: Vanessa User Status Breakdown: Vanessa shown.
Users tab: Vanessa shown.
Numbers tab: Support displayed (Vanessa is part of inbound/outbound distribution).		Same behavior (Vanessa is in inbound distribution).
Filter by User: Mahya User Status Breakdown: Mahya shown.
Users tab: Mahya shown.
Numbers tab: Support displayed (Mahya is outbound).		 User Status Breakdown: Mahya shown.
Users tab: Mahya shown.
Numbers tab: No numbers shown (outbound-only and no activity).
Filter by User: Louise User Status Breakdown: Louise shown.
Users tab: Louise shown.
Numbers tab: Sales displayed.		Same behavior.
Filter by User: Andrei User Status Breakdown: Andrei shown.
Users tab: Andrei shown.
Numbers tab: Sales displayed (past outbound activity).		Same behavior.
Filter by User: Goulven User Status Breakdown: Goulven shown.
Users tab: Goulven shown.
Numbers tab: None (no number association).		Same behavior.

Summary

SettingBest forFocus of data displayed
Consider all usersTeams that manage both inbound and outbound activityDisplays all users, numbers, and metrics, regardless of direction.
Focus on inbound callsTeams focusing primarily on inbound support or SLA performanceRestricts data to users and numbers involved in inbound call distribution.