ARMOR Call Volume

📌 VIDEO SUMMARY

Title: Deep Dive into the ARMOR® Call Volume Graph

In this training video, viewers are guided through the call volume analytics available in the ARMOR® dashboard within their PhoneBurner account. The video begins by emphasizing the importance of activating ARMOR® protection to monitor and maintain the integrity of outbound caller IDs. With ARMOR®, PhoneBurner will proactively register and monitor your numbers with all major carriers, removing false spam flags and unlocking key analytics.

The training focuses specifically on the Call Volume Graph within the ARMOR® dashboard. Key functionalities covered include:

• Filtering by Date Range: Predefined ranges like Year-to-Date, Last 7 Days, Month-to-Date, or custom ranges via a calendar.
• Breakdowns by Agent, Carrier, Phone Number, Line Type, Lead Source, Connect Score, and Number Pool Name: Users can dissect call volume based on these attributes to gain actionable insights.
• Grouping Options: Choose to group call data daily, weekly, or monthly for different views.
• Connect Score Integration: Helps identify low-quality leads and optimize time spent on high-value connections.
• Strategic Number Usage: Understand call frequency per number and area to manage local presence effectively.

The video concludes by encouraging users to explore these tools to better manage their team’s outbound efforts using the ARMOR® dashboard.

🏷 TAGS
ARMOR®, call volume analytics, connect score, outbound calling, spam flag removal, caller ID protection, call metrics, PhoneBurner dashboard, lead optimization, number pool management, team performance tracking, carrier monitoring, call filtering tools

📝 CLEANED-UP TRANSCRIPT

Are your numbers ARMOR® protected? If not, you should seriously consider activating the ARMOR® service on your account to protect the caller ID that you and your team use for outbound calls. It's not expensive, and the benefits far outweigh the cost.

First off, we're going to be monitoring your numbers. We look at all major carriers and many apps that flag numbers as potential spam. This means we’ll know if any of your numbers are flagged by a carrier. If a number is flagged, we proactively work with the carriers to remove any false flags on your behalf.

When you activate the ARMOR® service, the first thing we do is register every one of your phone numbers with the major carriers. This ensures they know to expect incoming calls from your numbers.

Finally, ARMOR® unlocks analytics that allow you to dive deep into the effectiveness of you and your team’s calls when using ARMOR® protected numbers.

In this training, we’re focusing on the call volume analytics available through the ARMOR® dashboard.

Let’s begin by going to the top left of the page and clicking on Dashboard. From there, click on ARMOR, which will take you to the ARMOR® dashboard.

Note: I’m using a demo account, so there won’t be a lot of real activity across all carriers. In your live account, you’ll see answer rates across all three major carriers and others as well.

At the top of the dashboard, there are filter options you can use to adjust the display of these graphs. Today, we’re focusing on the Call Volume Graph.

Date Range Selection

The date range of the graph is determined by the selection in the top-right filter menu. Currently, we’re looking at “Year-to-Date.” You can change this to:

• Yesterday
• Week-to-Date
• Month-to-Date
• Quarter-to-Date
• Previous week/month/quarter/year
• Last 7 days, 30 days, 3 months, 6 months
• Or choose a custom date range with the calendar tool

I’ll leave mine set to Year-to-Date for this training.

Call Volume Graph Overview

By default, if you don’t adjust the filters, the graph shows all users, all numbers, and all activity during the selected date range.

However, you can break this down using the menu in the upper-right corner of the specific graph:

• By Agent: See how call volume breaks down per team member. Each agent will have a different colored line on the graph, with a legend on the right.
• By Grouping: The graph can be grouped by daily, weekly, or monthly activity. Adjust this in the filter menu.

Let’s say I switch it to daily—I’ll now see more granular data. In this demo account, I only have a few recent calls because I was preparing to record this, so the graph isn’t very populated.

Switching to Month-to-Date might smooth out the data, but again, it’s limited in the demo. I’ll switch back to weekly grouping and Year-to-Date.

Additional Graph Filters

You can change the breakdown of the graph in several ways:

• Carrier: See call volume per carrier. In this demo, most calls go to “Other,” but I do have a few to T-Mobile (my personal cell carrier). In your real account, you’ll see all relevant carriers.

• Phone Number: Break down call volume by specific phone numbers in your account. This helps identify heavily used numbers and whether additional numbers are needed in specific areas (e.g., New York).

  Why is this important? Carriers like to see consistent call volume, so distributing calls across multiple numbers in high-volume areas is beneficial.

• Line Type: Options include Mobile, Non-fixed VoIP, and Other. Most of mine are Non-fixed VoIP due to demo usage.
• Lead Source: This is a crucial metric. It lets you evaluate whether all lead sources are being worked consistently and which ones are driving the most activity.

• Connect Score: A proprietary PhoneBurner feature. Every call made with an ARMOR® protected number receives a Connect Score, which helps you understand how many calls are going to high-quality vs. low-quality numbers.

  If you're making a lot of calls to low-quality numbers, consider:

  • Reviewing your lead sources
  • Activating the Connect Score feature
  • Skipping low-quality numbers
  • Sorting and saving searches by Connect Score to improve live answer rates
• Number Pool Name: If you're using different number pools for various campaigns, this filter allows you to view call volume by pool.
• None: This resets the graph to show overall call volume across all agents, sources, and numbers—giving you a general view of total outbound activity.

This concludes our deep dive into the Call Volume Graph in your ARMOR® dashboard.

Thanks for watching, and happy dialing!