{"id":10133,"date":"2026-09-18T18:26:58","date_gmt":"2026-09-18T18:26:58","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=10133"},"modified":"2026-09-18T18:26:59","modified_gmt":"2026-09-18T18:26:59","slug":"inbound-calls-dashboard","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/xontel-platform\/call-center\/call-center-v-3-x-x\/dashboard\/inbound-calls-dashboard\/","title":{"rendered":"Inbound Calls Dashboard"},"content":{"rendered":"<p class=\"wp-block-paragraph\">The <strong>Inbound Calls Dashboard<\/strong> provides detailed insights into incoming call performance and queue activity. It enables supervisors and administrators to monitor inbound call statistics, analyze service levels, and evaluate queue efficiency through real-time and filtered reports.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The dashboard allows users to filter incoming call data by date range, queue, and agents to review specific call performance metrics.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"786\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-1024x786.png\" alt=\"\" class=\"wp-image-10134\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-1024x786.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-300x230.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-768x589.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-1536x1179.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49-16x12.png 16w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-49.png 1737w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Inbound Call Statistics<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Inbound Calls<\/strong> summary displays key incoming call metrics, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Total Calls<\/strong>: Displays the total number of incoming calls received during the selected period.<\/li>\n\n\n\n<li><strong>Answered Calls<\/strong>: Shows the number of calls successfully answered by agents.<\/li>\n\n\n\n<li><strong>Missed Calls<\/strong>: Displays the number of calls that were not answered.<\/li>\n\n\n\n<li><strong>Busy Calls<\/strong>: Shows calls that could not be completed due to agent busy status.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Queue Status<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Queue Status<\/strong> section provides performance measurements for incoming call queues, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Avg Wait Time<\/strong>: Displays the average time customers wait before their calls are answered.<\/li>\n\n\n\n<li><strong>Avg Talking Time<\/strong>: Shows the average duration of conversations handled by agents.<\/li>\n\n\n\n<li><strong>Longest Wait<\/strong>: Displays the longest waiting time recorded for a customer call.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Total Incoming Calls<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Total Incoming Calls<\/strong> chart provides a visual breakdown of call outcomes, showing the distribution between answered, missed, busy, and abandoned calls.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Performance Metrics<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The dashboard includes key performance indicators to help evaluate inbound service quality:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Answer Rate (SLA)<\/strong>: Displays the percentage of incoming calls answered according to the configured service level.<\/li>\n\n\n\n<li><strong>Missed Calls Rate<\/strong>: Shows the percentage of calls that were missed during the selected period.<\/li>\n\n\n\n<li><strong>Busy Rate<\/strong>: Displays the percentage of calls that encountered busy conditions.<\/li>\n<\/ul>","protected":false},"author":1,"featured_media":0,"parent":10118,"menu_order":0,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-10133","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-xontel-doc"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10133","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10133\/revisions"}],"predecessor-version":[{"id":10135,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10133\/revisions\/10135"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10118"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=10133"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=10133"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=10133"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}