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SimboConnect — Home Screen All Calls Worklist Dashboard

This guide turns your video walkthrough into structured help content your customers can use. It covers how to open the All Calls dashboard, understand what you see, filter/search, create persistent dashboards, manage tasks, and take actions on calls.

1) Overview: What the All Calls dashboard shows

The All Calls dashboard is your real‑time work queue. It:

  • Lists all inbound and outbound calls, grouped by phone number so related calls stay together.

  • Surfaces the primary reason for each call (e.g., Appointments, Refill) alongside other metadata like status and language.

  • Lets you search and filter the list, then save those filters as persistent dashboards (shown as top shortcut chips such as Appointments, Refill, or a teammate’s name like Veronica).

  • Enables inline actions: open the call, update status, create/complete tasks, assign, and more.

Why grouping matters: Multiple calls from the same number are often related to the same person and task. Grouping helps you work the full context without losing history.

2) Open the All Calls dashboard from the main screen

Follow the same entry path shown at the start of the video:

  1. From the SimboConnectPhone Copilot home screen, open the left navigation.

  2. Select Calls (or Dashboard, depending on your layout).

  3. Choose All Calls to land on this screen.

Tip: If your account uses custom wording, your entry may read Calls → All Calls or Dashboard → Calls. The video’s intro demonstrates this exact click path.

3) Anatomy of a call group (grouped by phone number)

Each entry represents a call group (all calls from the same number):

  • Header row: Caller name/number, last activity time, and quick status pill.

  • Primary reason chip: e.g., Appointments, Refill, etc.

  • Language tag: The call’s detected/selected language.

  • Counts/indicators: Number of calls in the thread, unread/attention indicators.

  • Actions (hover or ⋯): Open details, update status, assign, create task, etc.

  • Expand/collapse: Click the row to expand the thread and see all related calls.

4) Primary reason, status, language & other metadata

  • Primary Reason: The top‑level categorization SimboConnect assigns (or your team sets) to describe why the caller reached out.

  • Status: Where this call thread stands in your workflow (e.g., New, In Progress, Waiting, Done). Click the status pill to update.

  • Language: Indicates the language of the call. Filterable for routing multilingual workloads.

  • Other fields: Time received, assignee, tags/labels, and counts may appear depending on your configuration.

5) Search the calls list

Use the Search box at the top right:

  1. Click the Search field.

  2. Type a name, number, reason, note keyword, or status.

  3. Press Enter to run the search.

  4. Clear the query to return to the full list.

Tip: Combine Search with Filters to narrow to a very specific working set.

6) Filter the calls list

Open Filter (top right) to include/exclude by common fields:

  1. Click Filter.

  2. Choose conditions (e.g., Primary reason = Appointments, Status = New, Language = Spanish).

  3. Apply to update the list.

  4. (Optional) Click Save as dashboard to store this filter permanently (see next section).

Note: The video shows creating these persistent views directly from the Filter panel.

7) Create & use persistent dashboards (shortcut chips)

Persistent dashboards are saved filters that appear as shortcut chips at the top (e.g., Appointments, Refill, Veronica):

  1. Set your filters (and search, if needed).

  2. Click Save as dashboard.

  3. Name it clearly (e.g., Appointments, Refill, or a teammate’s name).

  4. Your new dashboard appears as a chip. Click the chip anytime to re‑apply the view.

  5. Re‑order or remove chips from the chip overflow/menu.

Team tip: Create common dashboards for roles (Front Desk, Refill team) so everyone lands on a focused queue with one click.

8) Work a call: open details, review notes/transcript, and navigate the call thread

  1. Click a call group row to open the Call Details (drawer or page, depending on layout).

  2. Review the AI/agent notes, summary, and any transcript/recording linked to the call.

  3. Move through the thread (older/newer calls) to understand context.

  4. Add a note or attach a task (see next section) as needed.

  5. Update the status before closing the call details.

Goal: Each time you open a call, either complete it or push it forward (assign, task, schedule, or request info) and reflect that in the status.

9) Manage tasks from the dashboard

Tasks let you track follow‑ups tied to a call/thread.

  • Create a task: From the call row or details (via Add Task or ⋯), enter a title, due date, and (optionally) assignee.

  • Complete a task: Check it off from the call details or the row’s quick actions.

  • View task status: Task indicators show whether a thread has open items.

  • Linking: Tasks stay attached to the call group so future calls from the same number show relevant to‑dos.

Tip: Use concise task names (e.g., Confirm 10/12 appt window) so they read well in the row.

10) Update call status (single & bulk)

  • Single: Click the status pill on a row or in the details view and choose the next status.

  • Bulk: Use Select (checkboxes) to pick multiple rows, then choose a bulk action (e.g., Mark In Progress, Mark Done).

Best practice: Keep statuses truthful. If a task remains, avoid Done; choose Waiting/In Progress instead.

11) Assign, mention teammates, and hand off work

  • Assign: From the row (⋯) or details, choose Assign and pick a teammate or team queue.

  • Mentions: In notes, type @Name to notify a teammate and add context.

  • Handoffs: Combine Assign with a clear note and a task/due date when you need another person to take over.

12) Quick actions from the row (⋯ menu)

The ⋯ menu on each call row provides shortcuts such as:

  • Open details

  • Update status

  • Assign

  • Add note

  • Create task

  • Archive/resolve (if enabled)

Exact options vary by role and configuration. The video demonstrates clicking through these to work a call without leaving the list.

13) Bulk select and bulk actions

  1. Hover the list and check the rows you want to include.

  2. Use the bulk bar at the top/bottom to apply actions (e.g., Status, Assign, Archive).

  3. Confirm to apply changes to all selected threads.

14) Sort and time range controls

  • Sort: Choose newest first, oldest first, or by status/priority (depending on configuration).

  • Time range: Narrow the view to today, last 7 days, or a custom date range to focus work.

15) Filter by language and reason (operations views)

To route specific workloads:

  • Language routing: Filter Language = [Your target] to staff bilingual agents.

  • Reason routing: Filter Primary reason (e.g., Appointments, Refill) for specialized teams.

Save each as a persistent dashboard for one‑click access.

16) Create an “Appointments” view (example)

  1. Click Filter.

  2. Set Primary reason = Appointments.

  3. (Optional) Add Status = New and a Time range.

  4. Apply, then Save as dashboard and name it Appointments.

  5. Use the Appointments chip to work these calls quickly.

17) Create a “Refill” view (example)

  1. Click Filter.

  2. Set Primary reason = Refill.

  3. (Optional) Add Language or Assignee.

  4. Apply, then Save as dashboard and name it Refill.

18) Create a teammate-specific view (example: Veronica)

  1. Click Filter.

  2. Set Assignee = Veronica (or filter by Created by/Team as needed).

  3. Apply, then Save as dashboard and name it Veronica.

  4. Click the Veronica chip anytime to review just that teammate’s workload.

19) Save, rename, and share a persistent dashboard

  • Save: From the Filter panel, choose Save as dashboard.

  • Rename: Open the chip’s menu (⋯) → Rename.

  • Share: Toggle Share with team (if available) so others see the chip.

  • Reorder/Pin: Drag to reorder chips or pin favorites to the visible row.

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