The updated Call Dashboard now provides deeper and more actionable insights into calling performance across Corefactors CRM.

With enhanced reporting, managers and team leads can better analyze agent productivity, call effectiveness, and calling behavior over time. The new insights help in performance evaluation, coaching, and strategic resource planning for calling teams.

Key Improvements:

• View Average Call Duration for both Inbound and Outbound calls per agent.
• Compare Answered, Unanswered, and Failed Calls at an agent level.
• Get visibility into agent activity patterns across different times of the day.
• Analyze call success/failure trends to identify training or process gaps.
• Assess customer engagement levels using average call duration metrics.
• Better segmentation of outbound vs inbound performance for each agent.
• More structured and visualized reporting for quick decision-making.

Why It Matters:

• Helps managers evaluate agent performance more effectively.
• Supports data-driven coaching and training decisions.
• Improves resource planning based on peak calling hours.
• Enables teams to identify and reduce missed or failed calls.
• Strengthens overall calling efficiency and customer engagement.

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