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WorkDial Dashboard – Complete User Guide

4 min read

1. Introduction #

The WorkDial Dashboard is a real-time performance and analytics console designed for supervisors, managers, and administrators.
It provides complete visibility into:

  • Agent call performance
  • Live call activity
  • Historical call data
  • CTI number usage
  • Call responsiveness and SLAs

Using the dashboard, teams can track inbound and outbound activity, monitor agent availability, and evaluate calling efficiency directly inside Salesforce.

The dashboard includes four major components:

  • CTI Filter
  • CTI Insights
  • Real-Time Call Monitoring
  • Call Log History

2. Pre-Requisites #

Before using the WorkDial Dashboard, ensure the following:

  • The user has access to the WorkDial Dashboard and related objects.
  • Agents are properly mapped to their CTI Numbers.
  • Call logs and data syncing are active in Salesforce.

Note:
 When you select a CTI Number, the Agent dropdown will automatically display only the agents assigned to that CTI Number.

3. Dashboard Components Overview #

3.1 CTI Filter #

The CTI Filter is the control panel for refining the data displayed across the dashboard.

How to Apply Filters #

  1. Open the WorkDial Dashboard
     The filter bar will be displayed at the top.
  2. Select CTI Number
    • Choose the CTI Number you want to review.
    • The Agent dropdown will auto-update based on this selection.
  3. Select Agent(s)
    • Choose one or multiple agents.
    • You can use the search box to find agents quickly.
  4. Select Date Range
    • From Date – start of reporting period
    • To Date – end of reporting period
  5. Submit Filter
     Click Submit to refresh all sections:
    • CTI Insights
    • Call Log History
    • Real-Time Call Monitoring

3.2 CTI Insights #

The CTI Insights section provides a summary of agent performance based on your filter selections.
It highlights productivity, responsiveness, missed call volume, and SLA-based behavior.

This section updates automatically each time you adjust filters or change the call threshold timer.

Incoming Calls Answered Under [Seconds] #

At the top of CTI Insights, you can select a time threshold—for example:

  • 10 seconds
  • 20 seconds
  • 30 seconds

Once selected, the dashboard recalculates the number of incoming calls answered within that duration.
This helps supervisors evaluate responsiveness and SLA adherence.

Performance Metrics Explained #

1. Calls Made #

Displays:

  • Total outbound calls made by selected agent(s)
  • Total connected call duration

Use this to understand outbound productivity and customer engagement quality.

Example:
 398 outbound calls were made, totaling 2 hours, 21 minutes, 39 seconds of talk time.

2. Calls Answered #

Shows:

  • Total inbound calls successfully answered
  • Total talk duration across these calls

This helps measure how often agents respond to incoming customer communication.

Example:
 109 calls answered with a combined duration of 4 minutes, 55 seconds.

3. Average Answer Time #

Shows:

  • Average time taken to answer calls that fall under the selected threshold
  • Total combined answer duration

A lower value indicates higher responsiveness.

Example:
 Average answer time: 0.31 seconds

4. Calls Outside Office Hours #

Displays the number of calls received beyond business working hours.

This helps organizations understand after-hours demand and plan staffing accordingly.

Example:
 14 calls were received outside business hours.

5. Calls Not Picked by Agent #

Shows the number of incoming calls that were not answered.

This helps identify:

  • Under-staffing
  • Missed customer opportunities
  • Response delays

Example:
 281 calls were not answered by the assigned agent.

6. Calls Abandoned Before Ringing #

Displays incoming calls that customers ended before ringing reached the agent.

This can indicate:

  • Customer impatience
  • Network delay
  • IVR complexity
  • High call volume

Example:
 0 calls abandoned before ringing.

Real-Time Agent Status #

Supervisors can view an agent’s live status:

  • Online
  • Busy
  • Offline

The dropdown also shows the last updated timestamp, allowing supervisors to track recent agent activity.

3.3 Real-Time Call Monitoring #

This section allows supervisors to monitor live call activity.

How to Use: #

  1. Click Refresh to load the latest live calls.
  2. Each active call displays:
  • Customer Name
  • Customer Number
  • Agent Name
  • CTI Number
  • Call Start Time
  • Call Status (ongoing, completed)
  • Join Call option

Listen In / Join Call #

If your profile has permission:

  • Use Listen In to silently monitor an agent’s ongoing call.
  • Use Join Call to enter the call via conference for assistance or escalation.

This feature is ideal for:

  • Quality assurance
  • Training
  • Live customer support intervention

3.4 Call Log History #

This section shows historical call details for the selected CTI Number, Agent, and Date Range.

Each entry includes:

  • CTI Number – number used by the agent
  • Customer Number
  • Call Direction (Inbound / Outbound)
  • Call Status (Completed, Missed, Canceled)
  • Call Duration
  • Agent Notes
  • Call Recording (available for playback)

This is the primary area for checking past interactions, reviewing customer communication, and validating agent logs.

4. Summary #

The WorkDial Dashboard provides a complete overview of agent calling performance.
It enables supervisors to:

  • Analyse inbound and outbound activities
  • Measure SLA adherence
  • Monitor live calls
  • Review detailed call logs
  • Evaluate agent responsiveness and productivity

With these insights, organizations can improve customer experience, optimize staffing, and maintain high-quality call operations within Salesforce.

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