This article explores what happens when you select the setting Focus on Inbound Calls in the Live Monitoring dashboard, instead of Consider all users.
What is the difference between the 2 options?
The data displayed on the Live Monitoring dashboard will differ depending on whether Focus on inbound calls and Consider all users is selected. This table outlines the precise differences:
| Displayed when “Consider all users” is selected | Displayed when “Focus on inbound calls” is selected | |
User Status KPI |
All users part of an inbound or outbound call distribution of the selected numbers are included. Note: If the Numbers filter is not set, all users are included. |
Only users part of an inbound distribution of the selected numbers are included. Note: If the Numbers filter is not set, all users are included. |
Users tab |
Users are shown:
Note: If the Numbers filter is not set, all users are included. |
Users are shown:
Note: If the Numbers filter is not set, all users are included. |
Numbers tab |
If users or teams are selected in the filter, a number is displayed in the Numbers tab only if: The selected users/teams have already made or answered calls on that number; or The selected users/teams are part of the inbound or outbound distribution of the selected numbers, whether or not they have any calling activity yet. <link to description> Note: If the Users and Team filters are not set, all numbers are included. |
If users or teams are selected in the filter, a number is displayed in the Numbers tab only if: The selected users/teams have already made or answered calls on that number; or The selected users/teams are part of the inbound distribution of the selected numbers, whether or not they have any calling activity yet. <link to description> Note: If the Users and Team filters are not set, all numbers are included. |
What do we mean by “a user is part of the inbound or outbound distribution of a number”?
We consider a user to be part of the inbound distribution of a number if
- they are assigned to the inbound call distribution of number.
- they belong to a team that is assigned to the call distribution of this number
In other words, the inbound number has been configured so that calls made to that number may ring to that specific user without being manually transferred.
We consider a user to be part of the outbound distribution of a number where that user is listed in the Outgoing calls only section of the Number settings for that number (see screenshot below).
Example:
- Louise, Mary, Sujeet and the Support Team are all part of the “inbound distribution” of the Support Line
- Whereas “Ankesh” (who is not in the Support team) is part of the outbound distribution only
Example: Focus on inbound calls vs. Consider all users
Goulven, Vanessa, Mahya, Pedro, Andre, and Louise are all users with different roles, assigned to different numbers.
Let's see what changes when you select "Focus on inbound" compared to "Consider all users."
In this example:
- Goulven is not associated with any number
- Vanessa is assigned to the inbound call distribution of the Support number, however has had no activity on this number during this period
- Mahya is set to make outbound calls from the Support number, however has had no activity on this number during this period
- Pedro has had inbound activity on the Support number during this period but is no longer assigned to the inbound call distribution on that number
- Louise is set to make outbound calls from the Sales number and has made outbound calls during this period
- Andrei has made outbound calls from the Sales number during this period but is no longer linked to this number
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Examples |
“Consider all users” is selected | “Focus on inbound users” is selected |
No filters are applied |
All users and numbers are shown
|
Same behavior |
Filter by Number: Support |
User Status Breakdown: Shows Vanessa and Mahya.
List of Users: Shows Vanessa, Mahya, and Pedro
List of Numbers: Shows Support |
Mahya is not shown as she is only set to make outbound calls from the Support number and has had no activity during this period.
|
Filter by User: Vanessa |
User Status Breakdown: Shows Vanessa List of Users: Shows Vanessa List of Numbers: Shows Support
|
Same behavior
|
Filter by User: Mahya |
|
|
Filter by User: Louise |
|
Same behavior |
Filter by User: Andrei |
|
Same behavior |
Filter by User: Goulven |
|
Same behavior |