Voicemails dashboard

With the Voicemails dashboard, get insights into the volume of voicemails received by your contact center and the performance of your agents in responding to them. This includes the number of voicemails received, the number of voicemails accessed by agents, and the average agent response time.

Voicemail data appears only for capabilities enabled on your instance. For example, Phone Number values appear only if the legal addendum for viewing customer telephone numbers has been signed for your account.

Use the dashboard

To use the dashboard, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Voicemails. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset date range:

      1. Click More to view all preset date ranges.

      2. Click the date range that you want.

      If you select a date range that includes historical data (anything other than Today), the dashboard displays call data only for completed calls.

    • Specify a custom range:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can enter your date range or click Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Queue Name. Filter by queue name.

    • Agent Name. Filter by agent name.

    • Team. Filter by one or multiple teams.

    • Language. Filter by the language assigned to the queue.

    • Call ID. Filter by call ID.

    • Start Time and End Time. Get results only within this time range.

  5. Click Update.

Tiles

This dashboard contains the following metrics tiles:

  • Total Voicemails Received: The number of voicemails received.

  • Total Voicemails Accessed: The number of voicemails accessed by agents.

  • Avg Response Time (H:M:S): The average agent response time. This is the average amount of time from when a voicemail is received to when an agent accesses it.

Tables

This dashboard contains the following metrics table. Hold the pointer over the column headings to see their descriptions.

  • Voicemail Details: Displays voicemail details and performance metrics. To access a voicemail recording, click a link in the Recording Link column.