Team Dashboard Overview

Softphone.Pro Team Dashboard allows you to:

• track Agents'work in real time and see current day stats;
• access users' call history;
• use analytic reports;
• provision Agent's softphones and manage users;
• renew and extend Team subscription.

This article describes Team Dashboard pages, their purpose and use cases.

Dashboard

Opens by default after login. Shows real-time information for today's calls and Agent's statuses:

The page displays:

• today's calls plot with filters;
• table with Agent's list and their detailed info;
• Agent's current status and its duration;
• Agent control - status change, enable browser notifications for Agent's actions;
• Agent's current call with listen/whisper/barge options;
• Agent's last calls list;
• Personal stats for Agent.

Dashboard page is available for:

• Supervisors
  See calls and Agents from the Teams they supervise;
• Admins (including those without subscription control)
  See all Agents and calls.

Call Log

The page shows call list with filters, with calls of all Agents for the selected time period, provides access to audio and video recordings for calls and supports call comments.

Available filters include:

• Date
  Selects calls by date and time adjusted for timezone;
• Agent
  Selects calls by particular Agents;
• Type
  Inbound/Outbound/Conference;
• etc.

Talk column shows special icons for call recordings and/or screen captures. Click on them to open a player window with playback controls, download links, call tag selector and comments panel.

Click Export to download filtered call list in Excel format.

Call Log page is available for:

• Agents
  See their own call only;
• Supervisors
  See calls from the Teams they supervise;
• Admins (including those without subscription control)
  See all calls.

Reporting

The page contains analytic reports based on the Call Log data and Agent's statuses. Supervisors use reports to obtain information on call processing quality and Agents' work for requested time period.

Reports are grouped into tabs:

• Calls
  General information for all calls;
• Inbound Distribution
  Information about incoming calls, grouped by time of the call or client's location;
• Inbound Service Level
  Shows metrics for inbound call processing;
• Outbound Performance
  Metrics of outbound calls quality;
• Agents
  Detailed statistics for each Agent;
• Asterisk
  Inbound calls data based on Asterisk PBX data.

Excel export feature is available for particular reports.

See more information regarding Reports, their features and the list of reports in Reports и Using Reports.

Reporting page is available for:

• Agents
  See the reports for their Calls, Availability and Attendance;
• Supervisors
  See reports for calls and Agents from the Teams they supervise;
• Admins (including those without subscription control)
  See all information.

Settings

This page shows various Dashboard and application settings:

Settings are split into tabs.

Users tab

Default Settings tab for Administrators. Inaccessible to other users. Shows the list of users added ti the Dashboard:

Use this page to:

• create restricted Admins, Supervisors and Agents;
• edit and remove added users;
• send email invites with Softphone.Pro download links;
• block and unblock users;
• configure SIP settings for Agents.

Teams tab

Use this page (for Administrators only) to organize Agents into Teams:

Create, edit and remove Teams on this page.

Softphone.Pro tab

The tab is available to Administrators. Provides softphone provisioning features: set SIP credentials, enable automatic call recording, set up statuses, After Call work status and tags, etc.

See Softphone.Pro provisioning in Team article for a detailed breakdown of this tab and available settings.

Company tab

The tab contains general settings applying to the whole Team Dashboard:

• analytic reports settings;
• Call Log settings;
• data availability to Agents in the Dashboard;
• Team Dashboard appearance.

Administrators can change settings. Supervisors have read-only access.

My Profile tab

Available for all users. Contains settings for the specific Dashboard user:

• Language
  Select language for Dashboard interface;
• Timezone
  Set your local timezone;
• Profile picture
  Upload your profile photo.

Payments

Shows information about current subscription and provides access to payment and order history. The page is available for full Administrators only and is divided into tabs.

Subscription tab

Default tab. Shows information for current subscription:

• Subscription duration
  1, 6 or 12 months;
• Start date
  Starting date of current subscription;
• Expiration date
  Renew before this date to avoid service interruption;
• Number of users
  Maximum number of Team Dashboard users.

Click Renew subscription button before or after Expiration date to make a new payment. If your payment have been successfully processed before expiration date you will see a new (yet inactive) subscription on this page. It will automatically activate after current subscription ends.

Click Add users to increase the number of users in your active subscription, should you need to add more users to your Team Dashboard.

If your Dashboard has an unpaid order, full Administrator will see it and the link to the Order's page:

Cancel unpaid orders on the Order's page:

Orders tab

Shows history of all Orders in the Dashboard and their statuses:

See all articles