Dashboard

đŸŸĸ Available
ℹī¸
Welcome to Telecaller Dashboard! You support 30 Gram Panchayats in Bengaluru Urban district. Handle citizen queries about application status, provide guidance on services, and log all interactions. Your average call time is 3.2 minutes with a 78% first-call resolution rate.

Today's Calls

📞
47
Handled today
↑ 12% from yesterday

Avg Call Time

⏱ī¸
3.2 min
Per call average
↓ 8% improvement

Resolution Rate

✅
78%
First call resolution
↑ 5% from last week

Satisfaction

⭐
4.2/5
Customer rating
↑ 0.1 from last month

Quick Actions

🔍
Search Application
Find by ID or phone
📝
Log New Call
Record interaction
❓
View FAQs
Common queries
🔄
Callbacks
Pending callbacks

Recent Call Logs

Time Caller Details Type Query GP Duration Status Actions
10:45 AM
Ramesh Kumar 9876543220
📞 Incoming 📋 Status Check Hosakote GP 2.5 min Resolved
10:32 AM
Lakshmi Devi 9876543221
📞 Incoming ❓ Service Info Yelahanka GP 4.1 min Resolved
10:15 AM
Unknown 9876543222
đŸ“ĩ Missed - - - Callback
📞
Call Log Management - View and manage all your call interactions. Log new calls, add notes, schedule callbacks, and track resolution status. Use filters to find specific calls quickly.

Call Logs (142 Today)

🔍
Call ID Time Caller Details Type Query Type GP Duration Status Actions
🔍
Application Search - Search for applications to check status and provide updates to citizens. You can search by application ID, applicant phone number, or name. View complete application details and history.

Search Applications

🏘ī¸
Your Assigned Gram Panchayats - You provide support for 30 GPs across different taluks. Each GP has agents who may call for assistance. Know your GPs and their agents for better service.

Hosakote GP

Active

Taluk: Hosakote

Agent: Suresh M

Contact: 9876543210

Language: Kannada, Hindi

245
Total Calls
12
This Week

Yelahanka GP

Active

Taluk: Yelahanka

Agent: Krishna R

Contact: 9876543212

Language: Kannada, English

198
Total Calls
8
This Week

Devanahalli GP

Active

Taluk: Nelamangala

Agent: Manjula K

Contact: 9876543211

Language: Kannada, Tamil

156
Total Calls
15
This Week
❓
Frequently Asked Questions - Common queries and their answers. Use this reference to quickly resolve citizen queries. Click on any question to expand the answer.
How long does it take to get a Caste Certificate? ⌄
The processing time for a Caste Certificate is typically 7-10 working days from the date of application submission. However, this may vary depending on document verification requirements. Citizens can track their application status using their application ID.
What documents are required for Income Certificate? ⌄
For Income Certificate, the following documents are required: 1. Aadhaar Card (mandatory) 2. Ration Card 3. Salary slip or income proof 4. Bank statement (last 6 months) 5. Land ownership documents (if applicable) 6. Passport size photograph
How can I track my application status? ⌄
Citizens can track their application status by: 1. Providing their Application ID to the GP agent 2. Calling our support number with Application ID 3. The agent can check the status in their dashboard Status updates include: Pending, Processing, Query Raised, Completed, or Rejected
What is the fee for different certificates? ⌄
Service fees vary by certificate type: - Caste Certificate: ₹150 - Income Certificate: ₹100 - Residence Certificate: ₹100 - Khata Certificate: ₹200 - Birth/Death Certificate: ₹50 These fees include government charges and processing fees.
What to do if documents are rejected? ⌄
If an application is rejected: 1. Check the rejection reason in the application status 2. Gather the required/corrected documents 3. Visit the GP agent to resubmit 4. A new application may need to be created 5. Previous fee may be adjusted for resubmission (agent discretion)
📚
Knowledge Base - Detailed information about all services, processes, and guidelines. Use this resource to understand service requirements and procedures thoroughly.

Service Categories

📜
Certificates
All certificate services
🏡
Land Records
Khata, RTC, etc.
đŸŽ¯
Schemes
Government schemes
📋
Other Services
Miscellaneous services
📈
Your Performance Metrics - Track your call handling efficiency, resolution rates, and customer satisfaction scores. Use these insights to improve your service quality.

Call Statistics

Total Calls (This Month) 1,247
Daily Average 62 calls
Missed Calls 23 (1.8%)
Callbacks Completed 19/23

Quality Metrics

Avg Call Duration 3.2 minutes
First Call Resolution 78%
Query Accuracy 94%
Customer Satisfaction 4.2/5

Top Query Types

Status Check 45%
Service Information 28%
Document Requirements 18%
Complaints/Issues 9%

Monthly Performance Trend

📊 Performance chart would be displayed here
📋
Telecaller Guidelines - Standard operating procedures for handling calls, resolving queries, and maintaining service quality. Follow these guidelines for consistent service delivery.

Call Handling Procedures

1. Call Opening

  • ✓ Greet in local language: "Namaskara, Bharat Mithra help desk"
  • ✓ Ask: "How may I assist you today?"
  • ✓ Note caller's preferred language
  • ✓ Be polite and patient

2. Information Gathering

  • ✓ Ask for Application ID if checking status
  • ✓ Verify caller's phone number
  • ✓ Identify the type of query
  • ✓ Note down GP name if mentioned

3. Query Resolution

  • ✓ Search application in system
  • ✓ Provide accurate status updates
  • ✓ Explain next steps clearly
  • ✓ Set realistic expectations on timelines

4. Call Closure

  • ✓ Summarize the information provided
  • ✓ Ask if any other assistance needed
  • ✓ Thank the caller
  • ✓ Log call details immediately

Important Points to Remember

⚠ī¸ Never share:

  • Personal details of other citizens
  • Internal system passwords
  • Agent contact details without permission
  • Unofficial processing shortcuts

✅ Always:

  • Verify caller identity before sharing application details
  • Log every call interaction
  • Escalate complex issues to supervisor
  • Follow up on pending callbacks
  • Maintain professional tone throughout