- Call Tracking Page
 

Complete Call Analytics, Monitoring & Performance Intelligence System
 

- What Is the Call Tracking Page?
 

The Call Tracking Page (also known as Call Log Report) is a central command dashboard for monitoring, analyzing, and optimizing all call-related activity within an organization.
 

It brings together:
 

• Incoming and outgoing calls

• Employee call performance

• Call outcomes and talk time

• Historical trends and real-time data

• Individual call recordings
   

Everything is presented in a single, data-rich, interactive interface, designed for both managers and operations teams.
 

- Why the Call Tracking Page Exists
 

In call-driven businesses, calls are more than conversations—they are:
 

• Leads

• Sales opportunities

• Support touchpoints

• Customer experience moments
   

It transforms raw call logs into actionable business intelligence.
 

- KPI Cards: Instant Operational Awareness
 

At the top of the page, KPI Cards provide an immediate overview of call performance.
 

Core KPIs Displayed:
 

• Total Calls

• Average Talk Time

• Completed Calls

• Abandoned Calls
   

Each KPI card shows:
 

• Overall historical value

• Today’s value

• Visual trend indicators

• Clean, easy-to-scan layout
   

These cards act as a real-time health monitor for call operations.
 

- Visual Analytics: Calls as Trends, Not Tables
 

Numbers alone are not enough.

The Call Tracking Page converts call data into clear visual stories.
 

- Monthly Incoming vs Outgoing Calls
 

• Displays a 12-month trend

• Separates incoming and outgoing traffic

• Highlights growth, decline, and seasonality
   

- Team Member Activity Chart
 

• Breaks down calls by status per employee

• Uses stacked or grouped visualization

• Reveals productivity patterns instantly
   

Visual analytics help managers spot issues before they become problems.
 

- Employee Monitoring: Performance at a Glance
 

The Employee Monitoring tab is where call data becomes performance insight.
 

Each row represents one team member and displays:
 

• Call activity for Today

• Call activity for All Time (Ever)

• Call effectiveness metrics

• Visual percentage representation
   

This view allows managers to compare, evaluate, and coach based on real data.


- Advanced Filtering: Precision Control
 

The Call Tracking Page offers one of the most advanced filtering systems in the platform.
 

Employee Monitoring Filters:
 

• Month selector

• Team member selection

• Range filters for every metric

• Percentage range filter
   

Per Call Filters:
 

• Employee

• Call direction (incoming / outgoing)

• Call status

• Customer name

• Phone number

• Date range

• Call duration range
   

All filters are applied live via AJAX, with no page reloads.
 

- Per Call View: Every Call, Fully Transparent
 

The Per Call tab provides full call-level transparency.
 

Each call record shows:
 

• Employee handling the call

• Customer name and phone

• Call direction

• Date and time

• Call status

• Call duration

• Audio recording (if available)
   

This view is essential for:
 

• Quality assurance

• Dispute resolution

• Training and feedback

• Compliance audits
   

- Call Recording Playback & Actions
 

Answered calls include:
 

• Embedded audio player (HTTPS validated)

• Download fallback if needed

• One-click phone callback option
   

This ensures calls are not just logged—but reviewable and actionable.
 

- Privacy & Security Built In
 

The system respects organizational privacy policies.
 

Phone Number Masking:
 

• Controlled via organization settings

• Masks selected digits dynamically

• Applied consistently across views and exports
   

Access Control:
 

• Module-based access

• Role-based permissions

• Plan-based availability
   

Sensitive call data stays protected and compliant.
 

⚡ Real-Time Updates via Sockets
 

One of the most powerful features is real-time updating.
 

When a new call arrives:
 

• The system receives it via telephony APIs

• Stores it instantly

• Pushes updates via socket notifications

• Refreshes charts and tables automatically
   

No refresh. No delay. True live monitoring.
 

- Deep System Integration
 

The Call Tracking Page is tightly connected to:
 

• Customer Management

• Employee Management

• Messenger / Chat

• Reports & Exports

• External telephony providers (Voicenter, GIS, Link)
   

Calls become part of the customer timeline, not isolated data points.
 

- Export & Reporting Power
 

Both Employee Monitoring and Per Call views support:
 

• Excel export

• Full filter preservation

• Proper formatting

• Privacy masking applied
   

This makes the page ideal for:
 

• Management reporting

• Audits

• Performance reviews

• External sharing
  
   

  - Final Perspective
   

  The Call Tracking Page is not just a call log.
   

  It is:
   

• A call center command center

• A performance analytics engine

• A quality assurance platform

• A real-time operational dashboard
  
  It turns every call into data, insight, and opportunity—helping organizations improve service quality, increase efficiency, and make smarter decisions.