Understanding the Voice Services Dashboard

The Voice Services Dashboard is where you will find all your calling data. This dashboard is comprised of 11 widgets. A widget is an object in the viewing area that displays a chart, KPI, table, etc. Below you will find sample pictures of the dashboard with numbers associated to each widget, and a corresponding description.

  1. Total Calls – KPI that displays all calls that occurred (complete or incomplete) over the selected time frame.
  2. Total Minutes of Use – KPI that displays the total duration, in minutes, of all completed calls over the selected time frame.
  3. Answer Ratio – KPI that shows the answer ratio of all calls that occurred over the selected timeframe.
    • Answer Ratio = Total number of completed calls / Total number of calls
  4. Calls, Minutes & Average Length of Call by Day – Chart that show the total calls, minutes and average length of call by day over the given time frame. Show trending data so you can identify issues or patterns within your data.
  5. Calls, Minutes & Average Length of Call by Weekday – This chart is like #4, however it displays average call data over a given day of the week.
      • For example, if the time frame you select is ‘Last 30 Days’ this chart will display the average calls, minutes, and length of call over each day of the week (Monday, Tuesday, etc.).
      • Note: that if you chose a timeframe like ‘Last 7 days’ or shorter, there’s nothing to average and this chart will display similar data to #4.
  6. Minutes by Call Type – This pie chart is a representation of the total minutes received by type of call (“Termination”, “Toll Free”, etc.) based on the time frame chosen.

If you have questions about these call types please see the data dictionary here.

7. Disconnecting Party – this widget is a visual indication of the disconnecting party of each call (i.e. which party terminated the call) based on the time frame chosen.

   A. “Calling Party “means that the user that placed the call was responsible for disconnection.

  B. “Called Party” means that the user that received the call triggered the disconnect.

  C. “Other” means that IntelePeer disconnected the call due to an error that occurred during the call. This could have been due to something that occurred within the customer’s network, a downstream carrier’s network, or Intelepeer.

  D. A disconnect as represented in this widget can also mean many different things, such as: the user ‘hung up’, the call system of one of the parties experienced an error, a user dialed a number that doesn’t exist or isn’t in service and IntelePeer ended the call, etc.

For a list of disconnect reasons and descriptions please refer to the data dictionary here.

8. Call Completion Status – provides a breakdown by date of call status. This will vary based on the time frame chosen. There are 2 statuses:

A. Completed Call – the call connected between the calling and called party.

B. Incomplete Call – the calling and called party did not connect.

9. Disconnect Reason – A detailed breakdown of disconnect reasons based on the time frame chosen.

For a list of disconnect reasons and descriptions please refer to the data dictionary here.

10. Calls by Package – Shows number of calls by Package name for the time frame chosen.

A. Within the Voice Services Portal, voice can be setup as different packages. Some customers use packages to segment their voice services by location or type of service. This provides you with a way to see specific information based on segmentation.

11. Calls by Number Label – Shows number of calls by number label for the time frame chosen.

   A. Within the Voice Services Portal, numbers, or groups of numbers can be assigned a label. This could be used to identify things like inbound customer service number, billing department, etc.

B. If you populate this information for your numbers, you can use the label to see your voice data broken out by those groups or specific numbers.

C. Note: Numbers without labels will be displayed in this chart as ‘No Label’.

 

How often does my data refresh?

Regular data refreshes for the Voice dashboard occur from 8AM to 8PM EST on a daily basis. Outside of those hours, dashboard data is refreshed on an on-demand basis, meaning when you open that dashboard.

During regular refresh hours, voice data is refreshed every 20 minutes. For example, at the 8AM EST refresh time, you should expect to see new data by about 8:05AM as refreshes take a few minutes to run. All data at that time should reflect all voice calls that were completed prior to refresh execution (8AM in the example above). The next data refresh would occur at 8:20 completing by 8:25 by the latest.

Check out the Messaging and SmartFlows pages to learn more about your other dashboards.