We build CallTrackingMetrics dashboards that read CTM calls, queues and agent states through its API, and put them next to your CRM data. Managers see who is waiting right now, where each agent stands, and which callers still need a call back.
900+ integrations completed · Salesforce partner · We sign BAAs
How the CTM dashboard is fed
Calls, queues, agent states and call source from the CTM API
Leads, callbacks and outcomes from Salesforce, Zoho CRM or the CRM you use
Live queue, agents, missed calls and trends, refreshed every five minutes
CallTrackingMetrics knows every call, its source, its queue and the agent who took it. It also exposes agent states and the live queue. A CallTrackingMetrics dashboard puts that next to the CRM, so a manager sees the call and what happened after it.
CallTrackingMetrics has a native Salesforce integration, which we set up and extend, so calls land on a custom activity object with their source, agent and outcome. For Zoho CRM, we connect CallTrackingMetrics through its API.
The dashboard itself is built with our sister company TrussCharts (trusscharts.com), outside CTM and the CRM. The live calls-in-queue widget is near instant, the rest refreshes every five minutes, and call data is stored for long-range trends.
What's included
A widget that shows calls waiting in the CallTrackingMetrics queue, near instant.
Where each agent stands right now, from CallTrackingMetrics.
How long callers wait in the queue, by queue and by hour.
Missed calls matched to the CRM and broken out by new, repeat and qualified callers.
Callers who hung up before the queue, and those who hung up while waiting.
Per-agent KPIs, idle streaks and shift attendance vs schedule.
Calls and missed calls by hour and day, for staffing.
Calls by source from CTM, paired with CRM outcomes.
A call center TV wallboard with a leaderboard and rotating views.
The real thing
We work with TrussCharts (trusscharts.com), our sister company, to build dashboards on the data we connect. Client names and locations are replaced.
A plain-English headline before any numbers. Inbound, outbound, SMS, and totals grouped by colour. Every card compared with yesterday. (client dashboard, names replaced)
Darker cells mean more calls. Staff the hours that ring most.
The hours callers go unanswered. Plan coverage where the red is.
One row per caller, not one per missed call. Ring time shows how long the call rang before it was missed. Open in CTM jumps straight to the call record. (client dashboard, names replaced)
Callers who hung up before an answer. By hour and day.
CTM setup, routing and integrations
Native Salesforce integration set up and extended
Connected through the CTM API
Queues set up so the live widget shows who is waiting
CTM calls next to Salesforce admissions
Our sister company's CTM dashboard
Book a free call. We look at your CallTrackingMetrics account and CRM, and sketch the dashboard your managers would use.
The JTS team are extremely knowledgeable when it comes to advertising attribution and maximizing the potential of customer and leads. They know software extremely well, and how all the pieces fit together perfectly. I highly recommend his services to anyone looking to streamline their technology and maximize their sales potential.
I have been thoroughly impressed with the results. JTS team expertise in systems and software integration has given me clear and concise reports, they help me also with generating qualified leads, has been instrumental in driving my business forward. Thank you for everything you have done for my business.
For the past five years, Journeys Through Search has been an incredible marketing company to assist in our PPC, web development and support. Quick responses, vast knowledge and marketing creativity made them such a value add to our organization.
How it works
We look at your phone system, your CRM and the questions your managers ask every day.
Priced by project, not by the hour. You approve before we start.
Calls pulled from the phone system API, matched to CRM records, and stored so long-range trends work.
The dashboard built with TrussCharts, checked against the phone system, then handed over with training.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Yes. The CallTrackingMetrics live calls-in-queue widget is near instant.
Yes. Agent states come from CallTrackingMetrics.
Yes. CallTrackingMetrics has a native Salesforce integration, which we set up and extend. For Zoho CRM, we connect it through the CTM API.
The whole dashboard refreshes every five minutes, and there is a refresh button. Missed-call alerts and the CallTrackingMetrics live calls-in-queue widget are near instant.
Yes. We sign BAAs for healthcare work.
By project, not by the hour. The first call is free, and you get a project quote after it.
