To access this dashboard, navigate to Dashboard on the left-side menu, then Live Dashboard.
In the top left-hand corner is an arrow icon, which can be used to navigate several different views on the Live Dashboard: Overview, Agents, Calls Dashboard, Message Dashboard, Messages Screen, and vMessage. Hover over the arrow icon to expand the menu options and navigate the various Live Dashboard views.
Overview Section
Across the top of this view are stats for the day thus far (note that you can scroll left to right to view additional stats):
Return Emails: Customer emails waiting for a response from an agent
Return Messages: Customer SMS messages waiting for a response from an agent
Missed Calls: Unanswered inbound calls waiting to be returned or archived
Callbacks: Phone scheduled communications that are due or past due
Hot Alerts: Hot Alert email notifications that are pending QA (if not sent automatically)
Email Deployments: Email campaign deployments that are in progress
SMS Deployments: SMS campaign deployments that are in progress
Calls Waiting: Inbound calls that are holding in the queue (color thresholds: green = <0 calls holding, orange = 1-4 calls holding, red = 5 or more calls holding)
Current Hold Time: Duration of the inbound call in the hold queue that has been holding longest
Waiting > 90 seconds: Count of inbound calls that have been holding for at least 90 seconds
Service Level %: Percentage of inbound call customers that were connected with an agent, either on the initial inbound call or via a connected returned missed call
Agent Drop %: Percentage of inbound calls that are missed while the customer is holding in the queue
Adjusted Agent Drop %: Percentage of inbound calls that are missed while the customer is holding in the queue and have not yet been returned and connected with an agent
Average Hold Time: Duration of inbound calls prior to connecting with an agent or disconnecting
Average Inbound Talk Time: Duration of agent-customer connection on inbound calls
Average Inbound Wrap-Up: Duration of disposition and note-taking time after the inbound call is disconnected
Average Outbound Talk Time: Duration of agent-customer line connection on outbound calls
Average Outbound Wrap-Up: Duration of disposition and note-taking time after the outbound call is disconnected
Average Outbound Contact %: Outbound attempts that successfully connected with a customer
Beneath the stat overview is a breakdown of users and their current status in the communication center (note that you can scroll left to right in this window to view additional details on the agents’ current status). Also note that there are tabs to filter for users in a particular type of status (ie: Idle, Working, Calls, Inbound, Outbound, Emails, Messages:
Team: If the user is enrolled into any team(s)
Agent: User full name
Status: User’s current status in the communication center
Time: Running clock of the user’s time in their current status
Inbound Calls: Count of inbound calls taken today
Outbound Calls: Count of outbound calls taken today
Appointments: Count of appointments created (scheduled or rescheduled) today
Active Conversations: Count of SMS conversations assigned to this user currently
Longest Waiting: Longest waiting SMS customer assigned to this user currently
Organization: Organization for which the user is currently making a communication
Campaign: Campaign for which the user is currently making a communication
Note regarding the color coding:
If the conversation bar is green, it’s been less than 3 minutes since their last status change.
If the conversation bar is orange, it’s been 3-5 minutes since their last status change.
If the conversation bar is red, it’s been over 5 minutes since their last status change.
On the right-hand side of the Overview tab, toggle between Calls Waiting and Phone.
Calls Waiting
Expand individual calls in the calls waiting queue to view additional information on that particular call.
Select the MORE dropdown next to Calls Waiting to toggle to Phone.
The phone includes the following metrics:
Graph: documenting hour-by-hour stats for service level, inbound calls, outbound calls
Inbound Metrics
Inbound Calls: Total inbound calls, whether missed or connected to an agent
Transfers: Inbound calls where a transfer was attempted
Total Ignored Calls: Count of inbound calls that were served to an agent where the agent either declined the inbound call or did not click accept or decline within the allotted time (3 rings)
Agent Drop %: Percentage of inbound calls that are missed while the customer is holding in the queue
Returned Agent Drop Call %: Percentage of agent-dropped missed calls that have been returned from the missed calls screen, regardless of contact
Adjusted Agent Drop %: Percentage of agent drops that have not yet been returned and connected with an agent
Contacts Returning Agent Drops %: Percentage of agent dropped missed calls that have been returned from the missed calls screen and that connected with the customer
Appts set Returning Agent Drops %: Percentage of agent dropped missed calls that have been returned and resulted in an appointment
Voicemail %: Percentage of inbound calls that were directed to voicemail
Returned Voicemail %: Percentage of voicemails that have been returned from the missed calls screen, regardless of contact
Contacts Returning Voicemails %: Percentage of voicemails that have been returned from the missed calls screen and that connected with the customer
Appts set Returning Voicemails %: Percentage of voicemails that have been returned and resulted in an appointment
Outbound Metrics
Outbound Calls: Total outbound calls attempted
Skips: Records skipped in the queue (regardless of whether the record was expired from the queue or not)
Suspicious: Outbound calls with a very short duration (less than 6 seconds)
Agent Section
Across the top of this view are counts of users active in various sections of the communication center and various statuses. Note that there is also a filter option in the top right corner, which can be used to filter for specific teams.
Beneath the stat overview is a breakdown of users and their current status in the communication center (note that you can scroll left to right in this window to view additional details on the agents’ current status). Also note that there are tabs to filter for users in a particular type of status (ie: Idle, Working, Calls, Inbound, Outbound, Emails, Messages:
Team: If the user is enrolled into any team(s)
Agent: User full name
Status: User’s current status in the communication center
Time: Running clock of the user’s time in their current status
Inbound Calls: Count of inbound calls taken today
Outbound Calls: Count of outbound calls taken today
Appointments: Count of appointments created (scheduled or rescheduled) today
Active Conversations: Count of SMS conversations assigned to this user currently
Longest Waiting: Longest waiting SMS customer assigned to this user currently
Organization: Organization for which the user is currently making a communication
Campaign: Campaign for which the user is currently making a communication
Note regarding the color coding:
If the conversation bar is green, it’s been less than 3 minutes since their last status change.
If the conversation bar is orange, it’s been 3-5 minutes since their last status change.
If the conversation bar is red, it’s been over 5 minutes since their last status change.
Calls
Call Stats
The Call Stats displays the phone activity in your account for the day. It will display the following. This updates live time with the rest of the dashboard.
Inbound Calls: Total inbound calls for that day
Outbound Calls: Total outbound calls attempted
Missed Calls: Total number of inbound calls missed for that day (agent drop, customer drop, or voicemail)
Callbacks: Phone scheduled communications that are due or past due
Avg OB Contact %: Total customers contacted divided by total outbound calls attempted
New Apts.: Total new appointments created today
Agent Drop %: Percentage of inbound calls where the customer hung up while on hold/listening to hold music
Avg Hold Time: Duration of inbound calls prior to connecting with an agent or disconnecting
Avg OB Talk Time: Duration of agent-customer line connection on outbound calls
Avg OB Wrap Up: Duration of disposition and note-taking time after the outbound call is disconnected
Avg IB Talk Time: Duration of agent-customer connection on inbound calls
Avg IB Wrap Up: Duration of disposition and note-taking time after the inbound call is disconnected
The Calls Waiting queue will also be in the top right.
Listen / Barge
In the Calls tab, below it lists the agents' names where you can Listen or Barge on a call. The table will display:
Barge
Listen
Agent Name
Agent Email
Campaign Name
Activity
Select Listen to observe your agent’s live call. You will be MUTED, only listening to the live call. The agent and customer will not be able to hear you or know you’re listening.
You will see exactly what the agent sees in the communication center (contact information, tabs, script, etc).
Confirm you're only listening by referring to the phone ribbon in the top right. The mute icon will be highlighted (see screenshot below). To join the conversation, unmute yourself by selecting the microphone icon with a slash.
Once you have unmuted, both the agent and customer will be able to hear you.
You can leave the call at any time by using the back arrow on the left of the screen, or by using the end call icon in the orange call ribbon. Using the end call icon will only disconnects your leg of the call. It will not end the call for the agent and customer.
Select Barge to join your agent’s live call. The customer and agent will be able to hear you, as you are joining the live call.
You will see exactly what the agent sees in the communication center (contact information, tabs, script, etc).
Confirm you’re barging by referring to the phone ribbon in the top right. The mute icon will be not be selected (see screenshot below). To mute while in the conversation, select the microphone icon with a slash.
You can leave the call at any time by using the back arrow on the left of the screen, or by using the end call icon in the orange call ribbon. Using the end call icon will only disconnects your leg of the call. It will not end the call for the agent and customer.
Organization Stats
The Organization Stats displays the activity in your account for the day. This updates live time with the rest of the dashboard. It will display the following information by organization.
Organization Name: Dealership name
IB Calls: Total number of inbound calls today for this organization (answered + missed)
Drop %: Total number of inbound calls where the customer hung up while waiting on hold (missed or abandoned call).
OB Calls: Total number of outbound calls attempted today
Contact %: Total number of outbound calls where an agent connected with a customer divided by the total number of outbound calls initiated, multiplied by 100.New Appts: Total number of appointments created today (inbound and outbound)
Message Dashboard
This view is broken into 5 sections: Waiting Messages, Incoming, Response, Hour by Hour Message Line Graph, and Agent Assigned Conversations.
Waiting Messages: Count of customers waiting for a response
Average Waiting: Of conversations waiting a response, the average length of time since the customer’s last message
Log of Waiting Messages (including a link directly to the communication center)
Incoming
Messages: count of messages received from customers today
Opt Ins: count of customer message opt ins received today
Opt Outs: count of customer message opts outs received today
Response
Messages Sent: count of outbound messages sent today
Delivery %: Messages successfully delivered to the customer
Waiting Responded To: count of waiting customers that have been responded to today
Average Response Time: of messages that have been responded to, the average length of time between the customer’s last message and the agent’s response
Follow Ups Sent: count of phone campaign follow up messages sent today
Follow Up Replies: count of follow up messages where the customer replied
Deployment Messages: count of SMS campaign messages sent today
New Appointments: count of new appointments created today via SMS disposition
Hour by Hour Message Line Graph
Incoming Messages: number of SMS messages incoming during that timeframe
Outgoing Ad Hoc Messages: number of SMS messages sent outgoing via the smart phone icon in the call screen (ad hoc or “one off”) during that timeframe
Outgoing Campaign Customer Messages: number of SMS messages sent outgoing via SMS campaign deployments during that timeframe
Outgoing Follow Up Messages: number of SMS messages sent via follow up (sent automatically based on the disposition) during that timeframe
Waiting Messages Responded To: number of SMS incoming messages where the customer was waiting for an agent to respond during this timeframe
Agent Assigned Conversations
Direct link to Communication Center, Status, Wait Time, Organization, Campaign, Customer
Note Regarding Color Coding:
If the conversation bar is green, the agent was the last to respond in the conversation.
If the conversation bar is orange, the customer responded less than 10 minutes ago and is awaiting a response.
If the conversation bar is red, the customer responded more than 10 minutes ago and is awaiting a response.
vMessage
Toggles
Toggle between vMessage and the Messages Search
The opening view displays all conversations for organizations for which the viewer has access to.
vMessage
Customers with the red beacon are customers whose messages have not been responded to.
Use the Search menu to filter for conversations based on specific criteria.
Start Date: the beginning of the date range you’re filtering for
End Date: the end of the date range you’re filtering for
Organization: the store you’re filtering the messages
Customer: any messages tied to a specific customer
Organization
First Name
Last Name
Email
Phone
VIN: any messages tied to a specific vehicle vin
Enforce Affinity: Look only at your messages
Customers have not responded to your delivered messages: Use when you want to poke people who have not responded to a delivered message
Customers who are awaiting a response: Use when you only want to filter for people who are waiting for your team to respond
Most Recent: filter for the newest messages
Longest Waiting: filter for the customers who have been waiting the longest for a response from your team
Hover over a message to open up the following pages:
Customer Profile
Select the person icon to open the customer’s profile. Here it will mirror the pages under Admin -> Customers or in the Communication Center.
You can view and edit the contact information, view the prospect history, and timeline.
You’ll also be able to refer to all of the customer tabs.
Hit Exit to return to vMessage homepage.
Email Inbox
Select the email icon to open the customer’s email inbox.
Here it will list all of the email threads tied to this customer. You can select any email thread to read the contents or draft a new email using the icon in the top right.
The blue beacon indicates the customer was the last to respond.
Hit Exit to return to vMessage homepage.
Softphone
Select the smartphone icon to open the customer’s text thread.
Here it will show the entire customer thread, including the incoming or outgoing messages, timestamps, and agent who sent the messages.
Reply or message the customer by typing in the body at the bottom. You can apply any shortcuts from your account using the shortcuts dropdown.
The red beacon indicates the customer was the last to respond.
Hit Exit to return to vMessage homepage.
NOTE: You can open up inbox and message at the same time
Messages Search
Datetime: the date and time that the SMS message was sent or received
Organization: the store the message originated from or was
Campaign: the campaign the text was sent or received in/from
Customer: the customer the SMS message was tied to
Agent: the agent who sent this text message
Direction: incoming or outgoing
From Number: the message the text was sent from (sender)
To Number: the number the message was sent to (recipient)
Body (tooltip): hover over the eye icon to read the SMS message
Status: delivered, received, undelivered
Most common causes of a messages not being delivered is:
Poor reception on recipient’s end
Landline
Segments: number of segments or message blocks the text was sent over (1 segment is 160 characters)
Media
Message Search
Search for specific messages using the following filters.
Start Date
End Date
Organization
Campaign
Customer
First Name
Last Name
Email
Phone
Direction