If you and your team have constant high call volumes, it can be a struggle to keep track of each call and your follow-up tasks. Call views gives you the ability to quickly review your calls, so that you can see what action items you need to get done.
In this article, we’ll share how you can check off your to-do list with call views in OpenPhone.
Review your calls efficiently
With call views, you can filter your shared inbox to focus only on the calls you’ve taken over a specific period of time. Then, you’ll be able to work through your action items in a streamlined way instead of hunting for your tasks or missing a few altogether.
Here’s how you can review your calls efficiently:
Filter your call views to focus on your calls
Let’s say you work from a shared number and want to see the calls you’ve participated in within the last week. This view can be helpful to make sure you don’t miss following up with any contacts.
To filter down to that specific call view:
- Go to Calls.
- Select Unresponded.
- Click Filter and then Date. For example, if you want to review your past week’s calls, select Last 7 days.
- Select Filter again and choose Team member, then click your user name.
Review your action items
Next, you can jump into any specific conversation and follow up — without needing to leave your filtered view. In OpenPhone, you can go through each of your call summaries to see what needs to get done.
- In your filtered call view, select each call.
- In the right panel, view the details of each call, including your call recording and call summary.
- The call summary includes next steps where you can see AI-generated follow-up action items.
- For the specific context related to your action items, select the call summary to view the call transcription. You can search through the transcript to find the section where an action item was discussed.
Triage your calls
Finally, work through your action items by assigning them as required. Need to loop in a colleague on a follow-up task? Just tag them in an internal thread right under the call summary and they’ll get notified.
When you’re done with a conversation, clear your calls by marking them as Done. You can also keep them Open if you have any outstanding tasks that require your attention.
Leverage data insights to improve your performance
OpenPhone gives you qualitative and quantitative data you can use to improve your performance over time. Here’s how:
Identify qualitative themes from your calls
Want to know which calls are require more of your time? Call views can help you easily review the call duration for your recent calls to see conversations typically take up more of your bandwidth. Maybe you’re struggling with pricing calls or can’t field customer escalations as well as you’d like. When you review similar calls together, you can find patterns that you can address with intention and improve your performance over time.
Understand team-wide trends
Call views are a great option to review your calls, but they’re also valuable when you pair them with quantitative insights for your team.
View your team’s call duration and call volume on a weekly, monthly, and quarterly basis from the OpenPhone analytics dashboard.
Are you getting a spike of calls related to a recently released product feature? Is there a new location dealing with customer complaints? See exactly where things are going well and where they need to be improved.
Call views offer a quick and easy way to manage your action items and identify areas for improvement. If you’re looking for more resources on using call views, check out the following articles: