Executive Overview C-Suite
Filters:
Call Volume by Day
Total · Answered · Missed · No Response — click to filter
Call Outcomes
Answer rate breakdown — click segment
Inbound vs Outbound
Direction split — click to filter
Hourly Traffic Pattern
Peak hours — click bar to filter
Connect Rate
Inbound answer rate vs Outbound connect rate
Branch Performance Overview
Click a branch bar to drill down
Manager Dashboard District Manager
Team performance across your branches
Filters:
Top Agents by Call Volume
Answered vs Missed — click bar to select agent
Branch Breakdown
My branches — click to filter
Answer Rate by Agent (Top 20)
Inbound connect rate — green >70%, amber 40-70%, red <40%
Inbound Missed Calls by Branch
Missed inbound calls = no answer to customer
Outbound No Response by Branch
Outbound calls with no answer from customer
Call Volume Heatmap
Hour × Day — click cell to filter by hour
Agent Performance Supervisor
Individual staff metrics with insurance KPIs
| # | Agent | Branch | District | Total Calls | Inbound | Outbound | Answered In. | Missed In. | Connected Out. | No Resp. Out. | Connect Rate ↕ | Outbound Rate ↕ | Avg Duration | Talk Time | Trend |
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CDR Records
All call detail records
| Date | Time | Agent | Branch | District | Caller | Calling # | Called # | Duration | Direction | Outcome |
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My Performance Staff
Your personal call metrics
My Call Activity by Day
Daily breakdown of your calls
My Call Outcomes
Answered, missed, no response
My Hourly Activity
When you are most active
Branch Directory Admin
All branches, district managers, and staff
Filter:
| Branch # | Branch Name | District Manager | Staff Member | Extension | Phone | Address | Actions |
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Data Sources Super Admin
Load CDR records and the mapping file from CSV files on your local system
Step 1 — Mapping File
Branch / staff / DM lookup table (CSV)
Required columns (any order, header row needed):
Also accepts table.csv format: Branch Name, District Manager, Staff Name, Extension
CDR Name — the User Name exactly as it appears in CDRStaff Name — display name of the agentBranch — branch nameDistrict Manager — full DM nameAlso accepts table.csv format: Branch Name, District Manager, Staff Name, Extension
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Drop mapping CSV or click to browse
table.csv · mapping.csv · Any CSV with the required columns
Step 2 — CDR Records
Call Detail Records export (CSV) — multiple files supported
Required columns:
Duplicates are tracked and logged — originals are kept, duplicates recorded with metadata.
User Name · Direction · Answer IndicatorDuration (HH:MM:SS) · Start Date · Start Time (HH:MM:SS) CentralSource File — used as the date identifierDuplicates are tracked and logged — originals are kept, duplicates recorded with metadata.
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Drop CDR CSV files or click to browse
Supports multiple files · Auto-deduplicates · Appends to existing data
Auto-Import: Watch Local Folder
Select a folder — new CSV files dropped into it load automatically at the chosen interval
None selected
Dataset Summary
No data loaded
Mapping Status
No mapping loaded
Files Loaded
None
Duplicate Log
No duplicates found
Loaded CDR Files
Remove a file to purge its records — all charts rebuild immediately
No CDR files loaded
User Management Super Admin
Manage logins, roles and access permissions
Role Hierarchy: Super Admin → Executive → District Manager → Staff.
| Name | Username | Role | Branch / Scope | Actions |
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