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Types of Voice Calls


Voice calls

On the main dashboard, there are few features and options for the different types of voice calls:

Here’s a brief explanation of each term:

  • Total Calls: It encompasses the sum of all inbound and outbound calls made or received by your business during a specific period. It gives an overall view of your call volume and activity.
  • Inbound Calls: These are important for measuring customer engagement and responsiveness. Businesses track inbound calls to monitor customer inquiries, service requests, and sales leads.
  • Inbound Calls Format : Includes details such as the caller’s phone number, caller ID, Determines which agent or department receives the call based on factors like the caller’s input (e.g., through an IVR system), time of day, or agent availability. if the call is placed into a queue, the system will manage its position, estimated wait time. The call is connected to the agent or department, and the system may provide the agent with call details and any associated customer history.
  • Outbound Calls: These are essential for proactive communication, such as sales calls, customer follow-ups, or service notifications initiated by your business.
  • Outbound Call Format
  1. Dialer Configuration: Includes the format for dialing out, which can be manual (dialing numbers directly) or automated (using a dialer system that dials numbers from a list).
  2. Caller ID: The number displayed to the recipient can often be configured, and may include options for showing a specific business number or a generic one.
  3. Call Monitoring: Managers or supervisors may have tools to monitor or listen in on outbound calls to ensure quality and compliance.
  4. Call Logging: Details of the outbound call, including the number dialed, duration, and any outcomes, are logged for reporting and follow-up purposes.
  • Missed Calls: These indicate potential opportunities for improvement in call handling or response times. Monitoring missed calls helps businesses understand if they need to adjust staffing, improve call routing, or implement strategies to reduce missed opportunities.

In a communication platform like Ziwo Voice, these metrics are often presented in reports or dashboards, allowing businesses to analyze their call activity, optimize customer interactions, and improve overall communication efficiency.

Detailed features about the outbound call and inbound calls is referred under the Dialog option section