US States by incoming calls
Click a state to add it to the list. Click again to remove it. Pulsing markers are calls happening right now.
Percentage of Total
Live now
List of Selected States
| Name | Numbers | Calls | Answered | Missed | Missed % | Avg talk |
|---|
Calls and missed calls by state
selected states, or top 12 when nothing is selectedBy day
calls vs missedBy group
| Group | Calls | Answered | Missed | Missed % |
|---|
Who answers
answered calls by person or line| Answered by | Calls | Avg talk |
|---|
Calls & recordings
| When | Caller | From | Number called | State | Group | Outcome | Answered by | Talk | Recording |
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Call flows
Each group has a default flow. A state override replaces it for that state only. Saving a flow changes what Twilio does on the very next call.
Numbers
CallRail numbers keep running CallRail's flow until they are ported. The "dashboard flow" column is what this system will do for that number once it is on Twilio. "Routed here" means Twilio already sends that number's calls to this dashboard.
| Number | Label | Carrier | Site type | Group | State | Dashboard flow | Calls 30d | Last call | Routed here |
|---|
Customers
Every inbound call, rep callback from a work line, text thread and transcript for one phone number. Click any caller number in Calls & Recordings to open the same profile.
| Number | Name | State | Calls | Callbacks | Last contact |
|---|
Text conversations
Imported from CallRail. Read-only history; the numbers that receive texts still live on CallRail until they port.
Ask the transcripts
Type a word or an exact phrase. Two or more words are matched as an exact phrase unless you add OR / AND / NOT between them, or a trailing * for prefixes (hoard*). Results show every call whose transcript says it, when, where, and how those calls scored.
Top 10 keywords
SEO phrases callers actually say
2 and 3 word phrases containing a service wordService terms for SEO
how many calls mention each, and where| Term | Calls | Top states | Groups |
|---|
Signals we detect
calls where each signal firedCall categories
| Category | Calls | Avg score |
|---|
High-probability callers
newest first · score 62+| When | Caller | Number called | Score | Signals |
|---|
Bad calls
spam, wrong numbers, job seekers, out of area| When | Caller | Number called | Why |
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Lead quality by state
based on transcript scoring| State | Scored calls | Avg score | Hot | Junk |
|---|
Referrer review
The call transcript names a possible referrer, but the system is not sure enough to credit an ambassador on its own. Check the call, pick the right partner, then confirm, or mark it as not an ambassador call.
| Date | Caller | Number called | Referrer heard | Suggested partner | Credit to |
|---|
Attributed calls
The last 100 calls credited to an ambassador, and how each got there: card keyed on the phone (ivr), referrer found in the transcript, confirmed by a person (manual), or an ambassador's own line (number).
| Date | Caller | Method | Partner | Card |
|---|
Team & lines
Call flows ring people from this list, never raw numbers. Change someone's cell here and every flow that rings them updates at once. Only "Customer service people" and "Answering services" are offered when you build a flow.
Answering service per group
A flow step set to "Answering service for this group" rings whoever is chosen here for the caller's group, so one master flow can serve hoarding and bio with different back-up lines.
Supervisor pool for star-key transfers
When the person who answered presses *, everyone ticked here rings at once; the first to press a key gets the private hand-off. The answerer then hangs up to hand the caller over, or presses * again to take the caller back. Voicemail can never grab the call. Turn it on per ring step in Call Flows.
State first ring
Calls to a tracking number in one of these states ring this person alone first (25 s, press a key to accept). If they don't accept, the pool above rings as usual, so no caller is lost.
Star + a digit: transfer to one person
After * the answerer hears "Press 1 for Jamie and Teresa, 2 for Teresa, 3 for Jamie, 4 for Dawn, or wait." 1 rings the whole pool at once (first to accept gets the lead); 2-4 ring one person; 9 sends a job seeker to the hiring voicemail and frees the answerer; waiting rings the pool with the state first ring. * again goes back to the caller.
Caller ID on the answerer's phone
Ticked: the ring is placed from the caller's own call, so the phone shows the customer's real number; the moment someone picks up, both are moved into the transfer room (about a one-second pause) and the * keys work as usual. Unticked: the app places the ring itself and the phone shows the line that was called (Texas Hoarding...).
Caller's number by text
When a ring or hand-off is placed by the app (the box above unticked, screened rings, and every supervisor hand-off), the phone's caller ID shows the line that was called. Whoever answers, misses, or is handed that call gets a text with the customer's real number the moment it happens.
| Name | Role | Cell | Active | Used in |
|---|
Supervisor Line
LastOne number for the answering service: they call it to hand a caller to whoever picks up first, and they text it with the lead details. Every text goes to everyone in the group as one thread; anyone replies GOT IT to take it, and the others are told. Unclaimed leads get a reminder, then an escalation. Everything is recorded here.
Answered live
Every time Jamie and Teresa are rung (Jeff pressed *, or a call to the Supervisor Line) is one offer. It counts as answered live only when someone picks up and presses a key on the screen. A caller who hangs up in under 5 seconds is left out. Practice calls on the TEST line are listed but never counted. Eastern time; weeks start Monday; pay periods are 2 weeks from Mon 9/28.
Leads
| # | When | From | Lead | Status | Owner | Outcome |
|---|
Call handling
Data
CallRail last polled: —
Twilio last synced: —
Recordings saved to our own storage: —
CallRail mirror checks
Noon and 10 pm Eastern during the move to Twilio: every CallRail call in the window is compared with what we hold, anything missing is pulled again, failed recording downloads are queued again, and texts refresh at night. Sunday night sweeps the full two years.
| When | Run | Window | CallRail calls | We hold | Missing after fix | Recordings pending | Notes |
|---|
What we hold
Your password
Star-key transfer for Jeff
When this is on, a call Jeff answers lets him press * to ring Jamie and Teresa at the same time (first to press a key gets the private hand-off; Jeff hangs up to hand the caller over). The TEST line (571) 497-5632 always keeps it on for practice. Turn production on only after Al's test calls.
Caller lookup
Twilio Lookup v2, $0.018 per new caller, cached 90 days
Google Ads call tracking
Replaces the CallRail snippet with no number swapping. Each site loads one small script from this server. A tap on the phone number fires the account's "phone number click" conversion through the Google tag and is remembered here. When a call to that number follows within 30 minutes, the call is tied to the Google click. Qualified calls (answered long enough, or scored well by Insights) are published as a file Google Ads imports on a schedule.
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Recent phone taps
| When | Site | Number | Google click | Matched call |
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Change log
| When | Who | What | Detail |
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