This is the only screen in the software where calls can be answered.

This is the equivalent of your physical telephone.

If the Call Summary Dashboard screen is not open, then it is the same as leaving your cell phone at home.  You will not be able to answer the call.

CSR Login

When a CSR first logs into the Command Center, the Call Summary Dashboard will automatically appear in a tab.   It will be the first tab opened in your browser (your normal home page will open in a separate tab). 

While on the Call Summary Dashboard, it will be natural to click around.  Any action leading to another page will automatically open that page in a new tab.  Therefore, it will be impossible to accidentally close down the Call Summary Dashboard.

Report & Workspace

The Call Summary Dashboard serves as both a workspace and a report.  As a workspace, calls are answered here.  In addition, the disposition of the call when it is over can be managed from this screen.

Being a Dashboard it is also reporting on the various types of calls that comes in throughout the day, month and year.  The format of the report is similar to others in the software, with the ability to easily select a time frame and scroll through it.

Views

There are 5 main views to the Call Summary Dashboard:

• Active Call
• Not Answered
• Not Booked
• Booked
• Outbound

Active Call View

This is the leftmost view and it is where the calls will be answered.

Not Answered View

This view contains all calls that were not answered, either during normal business hours or after hours.  This includes calls where the CSR declined the call - sent the caller straight to voicemail.

Not Booked View

This view contains all phone calls that were answered by a CSR but did not result in a service call being created.

Booked View

This view contains all phone calls that were answered by a CSR AND resulted in a service call being created.  It does not matter if the service call is for the current day or the future, if there is a link between the service call and phone call, then the phone call will be in this view.

Outbound View

All outbound calls made by the CSR will appear here.  Whether the dial pad is used in this view or if the CSR one-clicked call from a page within the software, the details of that call will be listed here.

Common View Elements

While each page varies slightly with the information displayed, there are common data elements displayed:

• Number of Calls - in the upper left hand corner a number will display indicating the number of calls for the time period that are in the view
• Customer Name - if the phone number is associated with a customer, then that customer name will display.  The Customer Name is a hot link so the CSR can quickly drill into the customer record.
• Phone Number - the number the caller called from.  The phone number is a hot link so the CSR can quickly dial the customer back if needed.
• CSR - the name of the P3 admin that answered the call
• Call Received - the date and time the call came into the software
• Number Called - the number that the caller dialed
• Lead Source - the lead source tied to the number that was dialed
• Voicemail/Recording - either the voicemail if the call was not answered, or the call recording if answered
• Eligble for Booking - a status that that CSR will give to indicate if a Service Call could have been generated for the particular call.  Please note each company will have their own definition, but the control is a simple Yes/No making it easy for each CSR to set the status appropriately.
• Call Disposition - the final status of the call
• Notes - any important notes about the call
• Flag - ability to indicate that the call is important or if there is something that needs review

Post-Call Changes

If the CSR or P3 admin has the appropriate permission, they can change the following attributes of the call after it is completed:

• Eligible for Booking
• Call Disposition
• Notes

The idea is to allow the team to circle back to calls to make sure the appropriate status and notes are made as we know the days can get very busy.