Week
Central Time
Sample data
Driver Manager performance inbound · drivers → office
Answered = a live agent picked up · Voicemail = reached a mailbox (no live pickup) · Missed = rang/queued but no pickup and never reached voicemail
| Driver Manager | Ext | Drivers assigned | Calls received | Answered | Voicemail | Missed | Answer rate | Avg talk |
|---|
Outbound compliance office → drivers
Call volume inbound vs outbound
Daily volume
InboundOutbound
By hour of day
InboundOutbound
Missed driver calls inbound not answered live
| When | Driver | Alpha | Assigned DM | Result | Ring |
|---|
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Call log searchable & exportable
Driver directory loaded contacts
Queue & ring-group performance—
Queue performance inbound calls into each department queue
| Queue | Received | Serviced | Unanswered | Service rate | Total talk | Avg talk |
|---|
Tip: click any queue above for detailed activity & performance.
Agents in queue per-agent handling & availability
| Agent | Ext | Queues | Answered | Logged in | Avg talk |
|---|
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Ring groups SMS & after-hours groups
| Ring group | Received | Answered | Unanswered |
|---|
Call log click any call above to trace it here
Agent activity & login history—
Call activity by hour Driver Manager phone line · answered vs unanswered
Login history hours logged in & talk time by agent
| Agent | Ext | Department | Days | Total logged in | Total talking |
|---|
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Inbound call flow—
Call routing map IVR menu selections this week
Call journeys every inbound call’s path
IVR / menu Queue Extension Voicemail · ▸N = key the caller pressed
by SCI · Southwest Communications