1,247
Total Calls This Month
98%
Answered Rate
2:34
Avg. Handle Time
3
Open Tickets
Call Volume – Last 7 Days View All
Call Types
Inbound
62%
Outbound
28%
Automated
10%
Recent Activity View All
| Date | Type | Duration | Agent | Status |
|---|---|---|---|---|
| Today 14:22 | Inbound | 3:45 | Grace W. | Completed |
| Today 11:08 | Outbound | 1:20 | David K. | Callback |
| Yesterday 16:55 | Inbound | 5:12 | Grace W. | Completed |
| Yesterday 09:30 | Automated IVR | 0:45 | System | Resolved |
Call History
| Date & Time | Direction | Phone | Duration | Agent | Notes | Status |
|---|---|---|---|---|---|---|
| 11 Mar 14:22 | Inbound | +254 7XX XXX XXX | 3:45 | Grace W. | Customer inquiry | Completed |
| 11 Mar 11:08 | Outbound | +254 7XX XXX XXX | 1:20 | David K. | Follow-up | Callback |
| 10 Mar 16:55 | Inbound | +254 7XX XXX XXX | 5:12 | Grace W. | Order query | Completed |
| 10 Mar 09:30 | IVR | +254 7XX XXX XXX | 0:45 | System | — | Resolved |
| 09 Mar 14:10 | Outbound | +254 7XX XXX XXX | 4:02 | Samuel O. | Sales call | Completed |
| 08 Mar 10:00 | Inbound | +254 7XX XXX XXX | 2:30 | Mercy A. | Complaint | Escalated |
Open Tickets
#TKT-0041 — IVR flow not routing correctly
#TKT-0039 — Request to add new agent script
#TKT-0037 — Monthly report format change
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