Voice Summary Dashboard
What's this for?
This tracks voice calls separately from your main support metrics. Since we use Aircall for detailed phone analytics, this dashboard just makes sure voice calls don't mess up your support numbers (like response times and resolution rates).
Who should look at this?
- CX Heads: Get a complete picture of all customer touchpoints, including voice
- Team Managers: Understand which agents handle phone calls for workload planning
- Supervisors: Reference this when planning coverage for phone support
When to check it:
- Weekly: Quick check to see voice call trends and volume
- When reviewing overall metrics: Make sure you're accounting for all customer interactions
- During staff planning: See which agents are taking calls vs. handling digital channels
- For complete reporting: Include voice data when reporting total customer interactions to executives
What to look for:
- Is call volume trending up or down?
- Which agents are handling most phone calls?
- What times of day do we get the most calls?
- Are we seeing seasonal patterns in voice support?
Red flags:
- Sudden spikes in call volume (might indicate issues with digital channels)
- Uneven call distribution among agents
- Calls happening outside normal business hours without coverage
Pro tip:
Use this alongside your main conversation metrics to get the full picture. If your digital response times look great but call volume is spiking, customers might be calling because they can't get help through other channels.
This dashboard answers: "What's happening with our voice support, and how does it fit into the bigger picture?"