The Pulse Dashboard provides a centralized view of call activity, flagged conversations, and potential missed opportunities so managers can quickly monitor performance and identify calls that may require attention.
Dashboard Filters
At the top of the dashboard, you’ll see several filtering options that allow you to customize the data displayed.
The Filters can be found by clicking the dark blue funnel icon in the upper-right corner.
In addition to filtering by a date range, you can also filter based on the factors below.
Escalated customer calls: These are calls where the customer expresses significant frustration, dissatisfaction, or escalation concerns.
Missed opportunities: These are calls where there was an opportunity to schedule an appointment, but the interaction ended without an appointment being booked.
Agent adherence issues
Specific Pulse flags: You can also filter for specific Pulse flags, such as Not identifying the dealership name or the agent not introducing themselves.
Approved or flagged calls: This filter allows you to review calls that were either flagged by Pulse for containing multiple alerts, or calls that were not flagged because they did not meet the alert threshold required to trigger a Pulse flag.
Tracking line inclusion/exclusion: This filter allows you to include tracking line calls in your search results, view only tracking line calls, or exclude tracking line calls entirely from your results.
Organization: You can filter your results based on the organization, or dealership.
Campaigns: This allows you to filter for campaigns, based on the organization(s) you chose.
Agents: You can filter results by specific agents on your team and select multiple agents as needed.
Teams: You can filter results by specific teams.
Call Direction
Inbound Call: Inbound calls to the organization on a campaign that is marked as inbound.
Outbound Return Call: Outbound calls to the customer on a campaign that is marked as inbound
Outbound Call: Outbound calls to the customer on a campaign that is marked as outbound
Callback: Inbound calls to the organization on a campaign that is marked as outbound
Inbound Missed Call: Calls that were not picked up by an agent on an inbound campaign
Campaign Duration: The direction of the campaign as determined by the campaign type, inbound or outbound
Revenue Type: The revenue type of the campaign as determined by the campaign type, revenue or non-revenue
When you’re done choosing your filters, click the dark blue Apply Filters button on the bottom.
You can also save your filters as an alert by clicking the light blue Save As Alert button.
Click Manage Alerts to adjust or delete any previously created filter alerts.
Dashboard Metrics
Once you’ve applied your desired filters, the Call Intelligence Dashboard will display key insights such as the total number of Pulse-assessed calls, calls requiring attention, estimated revenue impact, and flag-specific categories to help monitor performance and guide your team effectively.
Total Calls: the total number of calls assessed by Pulse
Need Attention: This section displays the number of calls identified as missed opportunities, escalated customer interactions, or missed calls. You’ll also see the percentage of “Needs Attention” calls compared to all Pulse-assessed calls, along with a pie chart that visually breaks down the distribution of each alert category.
Est Revenue at Risk: This is an estimated dollar amount, based on missed opportunity count, average transaction amount, and average show rate
Recovered: This is an estimated dollar amount representing the revenue recovered on missed opportunity calls that were converted to appointments, the average transaction amount, and average show rate
The middle section of the Dashboard includes the following metrics:
All calls, including those not accessed by Pulse (this could include short duration, missed calls, etc)
Number of Inbound Calls
Number of Outbound Calls
Number of Inbound Callbacks
Number of Outbound Return Calls
Number of Missed Calls
The next section provides a breakdown of Pulse alerts across five categories. Selecting any category will automatically update the call details chart below to display calls associated with that specific alert type.
Most Important - These are Pulse alerted calls which fall into multiple buckets
Missed Opportunities - These represent revenue-at-risk opportunities; calls where Pulse identified a potential opportunity to schedule an appointment, but the interaction ended without an appointment being booked.
Escalated Customers - These are calls involving upset customers or conversations identified as having a high level of negative sentiment.
Agent Adherence Issues - These are calls flagged for potential agent adherence issues, including improper handling of DNC (Do Not Contact) requests, call dispositions that do not align with the conversation content, or unprofessional agent conduct.
Flagged by Pulse - These are all calls flagged by Pulse across all available Pulse alert categories.
The chart displays the following information:
Date and time of the call
Customer’s name along with the organization or dealership associated with the call.
Agent name
Direction of the call
Inbound Call
Outbound Dial
Inbound Callbacks
Outbound Return Calls
Pulse Buckets displays the Pulse alert categories associated with the call, such as Flagged, Missed Opportunity, Escalated, and others.
Duration displays the total length of the call.
A search bar is located above the chart on the right-hand side. Begin typing a customer or agent name, and the chart results will automatically update in real time to match your search.
You can also select the Show All Calls button, located to the left of the search bar, to display all calls assessed by Pulse within the chart.
Viewing a Specific Call
To view additional details for a specific Pulse-assessed call, hover over the row containing the customer name and associated Pulse flags. A blue arrow will appear on the right-hand side; click the arrow to open the detailed call view.
The top of the page displays the Pulse alert categories triggered during the call, along with a summary of the interaction. If additional alerts were identified, the Flagged section on the right will show the total number of flags associated with the call.
Below the alert categories, you’ll find additional call details including the customer name, call direction, call type (such as inbound, callback, or outbound return), the date and time of the call, and the associated agent.
As you scroll down, you’ll find additional details about the analysis, including assessed items, any promises made, the call transcript, and customer and call information.