Dashboard Attention and Missed callers¶
The dashboard helps your team deal with problems that need a decision. You only see checks and callers that your account has permission to open.
Attention¶
Attention appears above the dashboard totals. Red items come first, followed by amber warnings and blue information. Select an item to open the page where you can fix it.
| Item | What to do |
|---|---|
| Numbers without a 999 address | Open Business Details and confirm the emergency address where the company's phones are used. |
| A number does not ring anywhere | Open Inbound routes and choose where calls to that number should go. |
| Outgoing calls blocked | Open Spend limit to review the restriction and the monthly limit. A live restriction on unpriced destinations is also shown here. |
| Monthly spend approaching the limit | Review the Spend limit page before the limit is reached. The dashboard warns from 80%. |
| Direct Debit or payment failed, cancelled mandate, or missing required payment method | Open Billing to check the payment and add or replace the payment method. |
| Number transfer needs attention | Open the transfer request, sign its authority or correct the requested details. |
| Number transfer scheduled | Check the agreed transfer date and prepare your team. Dates within the next seven days appear as information. |
| Trial ending | Open Subscriptions and choose how to continue before your trial ends. |
| Phone offline | Open Extensions and connect the phone or sign in to the app. The dashboard names up to three extensions and counts the rest. |
| Overdue invoices | Open Invoices and review the outstanding invoices. |
| Extension limit nearly reached | Open Bolt-ons to review your allowance. |
| Unread voicemail | Open Voicemail and listen to the waiting messages. |
If every check completes successfully and there are no items, the dashboard says Everything looks good. Some checks could not run means part of the picture is unavailable. It does not mean those checks passed.
Missed callers¶
Missed callers groups unanswered incoming calls by number. You can see how many times a caller rang, when they last rang, and the extension they called. Withheld and anonymous numbers are included in call totals but cannot appear in this list.
Select Call back to fill the number in an existing webphone, or open a phone window if none is available. If your browser blocks that window, use Open Dialpad in the message shown. An existing phone window keeps its current call and page, including when window discovery is slow or unavailable. You still choose when to place the call. An unanswered attempt leaves the caller waiting. An answered outgoing call clears the entry, as does an answered incoming call from that number after their missed call.
Select Dismiss and confirm to remove an entry you have dealt with another way. A new missed call after the entry clears can create a new entry. Your account's call-history access determines which callers and call counts you see. The list shows up to 50 waiting callers, newest first.
Only missed calls from the last 30 days contribute to entries. Caller numbers and names are deleted no later than 30 days after the last miss. Resolved and company-dismissed entries are deleted after seven days or at the 30-day limit, whichever is first. Old call records cannot restore a resolved or dismissed entry after it expires; a newer missed inbound call can create a new entry. A fresh miss keeps an older caller visible. If you can see only your own calls, dismissing an entry hides it only for you until a new miss. With company-wide call history, dismissing it clears it for everyone. Corrected call records can reopen an automatically resolved entry. The panels refresh after calls end and updated call activity becomes available.
Right now¶
The Right now board keeps live calls, team availability and queues together. Incoming ringing calls appear first and are highlighted. Each call shows the caller, their national number, the extension handling the call, its state and a timer. Timers update every second. Names from your company's synced CRM contacts appear when matched.
With company-wide Operator Panel access, every extension has a tile showing Available, Ringing, On a call, Do not disturb or Offline. Offline phones are muted and say No phone connected. Select a tile to open that extension’s detail. Without company-wide Operator Panel access, the company board shows aggregate counts, with no extension tiles or call details. Call queues appear only when your company has them and you have access: each shows callers waiting, the longest wait and agents available.
Call flow by hour or day¶
In Company, choose Today, 7 days or 30 days above the figures. Call flow by hour shows today's calls; the longer ranges show Call flow by day. Each day runs from midnight to midnight UK time, including British Summer Time. The longer ranges include today and the preceding 6 or 29 days. Future hours stay empty; clock-change days have 23 or 25 hours, with repeated autumn hours labelled BST or GMT.
The stacked bars show:
- Answered incoming: incoming calls that were answered.
- Missed incoming: incoming calls recorded as missed, including calls that rang without an answer.
- Other incoming: incoming calls with another outcome, such as busy or failed.
- Internal: calls between extensions.
- Outgoing: calls made to external numbers, whatever their outcome.
The dashed Usual line compares answered incoming, missed incoming and outgoing calls. It excludes internal and other incoming calls. For Today, it averages the same hour over the preceding seven UK days. For 7 days or 30 days, it uses the corresponding day in the preceding period. The line is hidden when a complete comparison is unavailable.
Hover over a bar or focus it with Tab for exact counts. Select it with a click, Enter or Space to open call history for that hour or day. The 30-day chart scrolls inside its card on a small screen.
Recent calls¶
The latest ten visible calls show the outcome, direction, both parties, national numbers, time and talk time. Unknown means the outcome cannot be determined. Calls between extensions are labelled Internal. Synced CRM contact names appear beside matched numbers. Recent calls follow your call-history access. If part of your personal call history is unavailable, the panel says Some of your calls could not be loaded and shows any calls it could retrieve.
Call back fills the existing webphone using the same mechanism as Missed callers; it does not automatically place a call. Play recording opens a small inline player when a recording exists and your account may access call recordings. A summary's first sentence links to the full transcript in call history. Summary and recording actions depend on their respective permissions. View all opens call history. Notifications remain in the bell.
Refresh and unavailable figures¶
Live on the company dashboard means live updates are active and the latest refresh succeeded. Otherwise you may see Updates every minute. Live operator updates stop immediately when the viewer loses access; see Use the Operator Panel. Partial refresh means one or more parts could not refresh; other parts can still show data.
Could not be loaded means that section failed to load. Not available means a figure cannot be calculated or its data is unavailable. For example, Answered has no percentage when there are no incoming calls, and Average talk time has no value when there are no answered calls. These states do not mean zero. Calls may be out of date means the displayed call list could not be confirmed as current.
Select Refresh. If a loading problem or warning persists, raise a support ticket and name the affected section. A percentage with no calls will become available when there is activity.
Your day¶
If your call history is personal, the dashboard opens My day. If your account has company-wide dashboard access and call history is not restricted to your own calls, you can switch between Company and My day; your browser remembers your choice for your account. My day shows Today only, using UK dates and time.
Your figures include calls made or received by your extension and queue or ring-group calls you answered. Missed incoming calls and Missed callers include calls that rang your extension or a ring group you belong to. Calls answered by a colleague in a group are not counted as your answered calls. Answered percentage uses incoming calls; Talk time is your total connected time on answered calls, rather than an average.
Use My status to change your presence. Do not disturb silences your extension, and Call forwarding shows whether all calls go to another number. If your account can update its extension, you can toggle these settings here. Call forwarding needs an existing destination before it can be switched on. Choose Call Forwarding settings to set or change a destination. Numbers appear in national format.
My day also shows your unread voicemail with playback, recent calls, and connected phones. If no phone is connected, follow Set up a phone. It does not show company spend, invoices, or the team board.
My day and the personal dashboard data follow your call-history permission; the operator panel and queue wallboard follow their own permissions.