DialSource’s dashboard and underlying reports help you monitor DialSource Sessions and Actions (Enterprise Package), as well as related Salesforce Objects, Statuses, Stages, and Activities (all Packages). You can configure your dashboards to fit the Objects, records, and fields that are being used in your Salesforce instance. You can also filter the underlying reports to the desired timeframe. All you need to do is make sure that you have Denali Salesforce package 11.0 or higher installed in your Salesforce org.
Below is a snippet of how the DialSource Dashboards will appear in Salesforce, Classic and Lightning:
Here is a closer look at the insights some of the reports will offer:
a. Overall Dispositions This Week - The percent of each call disposition out of the total number of calls dispositioned this week:
b. Agent Dispositions This Week - The percent of each agent’s call dispositions out of the total number of calls dispositioned this week. Reports for dispositions segmented by Campaigns, Account, Contact and Opportunity will also be available:
c. Number of Calls by Agent This Week - The total number of calls based on the count of dispositions by agent this week:
d. The Total of Session Time vs. Talk Time based on the sum of the session length and call duration in minutes:
e. Overall Number of Calls This Week - The total number of calls based on the count of dispositions this week, with milestones for tracking goals:
The DialSource Dashboards and Reports should work out-of-box, but may need to be configured as your Salesforce instances may be unique. If you require assistance or help with configuring your dashboards, please contact your Customer Success Manager.