Navigation Path: Admin Dashboard → Telesales Manager
URL:
URL:
/admin/TelesalesOverview
The Telesales Manager helps you track customer contacts, manage sales calls, update contact statuses, and maintain detailed interaction history for all customer communications.Contact Tracking
Track all customer contacts
Call Management
Manage sales calls
Status Updates
Update contact status
Statistics Dashboard
Contact Status Overview
The dashboard displays real-time statistics:| Metric | Description | Badge Color |
|---|---|---|
| Total Users | All customer accounts | Dark |
| Pending | Awaiting first contact | Warning (Yellow) |
| Calling | Currently being contacted | Primary (Blue) |
| Accepted | Customer agreed | Success (Green) |
| Denied | Customer refused | Danger (Red) |
| With Phone | Customers with phone numbers | Info (Cyan) |
Real-Time Counts: All statistics update automatically as contact statuses change, providing an accurate overview of your telesales pipeline.
Customer List
List Columns
| Column | Information Displayed |
|---|---|
| User Information | Avatar, name, and online status |
| Contact Status | Current contact status badge |
| Caller & Notes | Who contacted, when, and notes |
| Phone | Phone number and email |
| Date | Account creation date |
Online Status Indicators
Status Badges:- Green Dot: User currently online
- Yellow Dot: Last seen recently (within 5 minutes)
- Red Dot: Never logged in
Online- Currently activeLast seen X ago- Recent activityNever logged in- New account
Contact Status Management
Contact Statuses
| Status | Description | When to Use |
|---|---|---|
| Pending | No contact attempted yet | Default for new customers |
| Calling | Currently in contact process | When initiating call |
| No Connection | Unable to reach customer | Phone not answered/invalid |
| Call Later | Customer requested callback | Customer busy/requested later |
| Accept | Customer agreed to offer | Successful conversion |
| Deny | Customer refused offer | Closing failure |
Status Workflow
Managing Customer Contacts
Viewing Customer Details
- Click on any customer row in the list
- Customer detail modal opens
- View comprehensive information:
- Personal details
- Contact history
- Website information
- Communication notes
Customer Information Displayed
Personal Details:- User ID
- Full name
- Phone number (with call button)
- Email address
- Gender
- Birthday
- Company
- Address
- Registration message
- Creation date
- Last online time
- Total websites created
- Facebook profile link
- Current contact status
- Last contact date and time
- Contact person (who called)
- Contact notes
Making Contact
Initiating a Call
- Click on customer row to open details
- Click Call button next to phone number
- System automatically:
- Sets status to “Calling”
- Records your user ID as caller
- Timestamps the contact
- Prevents other users from calling same customer
Call via Zalo
For customers with phone numbers:- Click Zalo button (chat icon)
- Opens Zalo chat with customer
- Alternative communication channel
Updating Contact Status
Recording Contact Outcome
- Open customer details modal
- Enter Contact Notes in text area
- Select Contact Status from dropdown:
- Unable to contact
- Customer will call back later
- Customer agrees
- Closing failure
- Click Update Contact Information
Contact Notes Best Practices
What to Include:- Customer’s response
- Objections raised
- Follow-up actions needed
- Specific requirements mentioned
- Callback time if requested
- Any special circumstances
- “Customer interested, wants to discuss with partner first. Call back Friday 2PM”
- “Not interested in current offer, may consider in 3 months”
- “Agreed to Premium plan, sending invoice”
- “Phone number invalid, need to update contact info”
Contact History
Viewing Interaction History
The contact history section shows all previous interactions:| Column | Information |
|---|---|
| Caller | Who made the contact |
| Call Time | Date and time of contact |
| Status | Contact outcome |
| Note | Detailed notes from interaction |
- Track all customer interactions
- See previous objections/interests
- Avoid duplicate calls
- Understand customer journey
- Improve follow-up strategy
Search & Filter
Search Functionality
Search by:- Customer name
- Phone number
- Email address
- User ID (prefix with
'- example:'123)
- Type to search in real-time
- Results filter automatically
- Search is case-insensitive
- Partial matches supported
Sorting Options
Click column headers to sort by:- Name: Alphabetical order
- Contact Status: Group by status
- Contact User: Group by caller
- Phone: Sort by phone number
- Created At: Sort by registration date
- Click once: Ascending (A-Z, oldest first)
- Click again: Descending (Z-A, newest first)
- Active sort column highlighted in blue
Export Functionality
Exporting Customer Data
- Click Export Excel button (Admin only)
- Select export criteria
- Download Excel file with customer data
- Backup customer information
- External analysis
- CRM integration
- Reporting purposes
- Data migration
Admin Permission Required: Only users with admin permission can export customer data for security and privacy reasons.
Best Practices
Contact Management
Contact Management
- Contact pending customers within 24 hours
- Update status immediately after each call
- Add detailed notes for every interaction
- Follow up on “Call Later” requests promptly
- Track callback times accurately
- Don’t contact same customer multiple times per day
- Respect customer’s preferred contact times
Note Taking
Note Taking
- Be specific and detailed
- Include customer’s exact words when important
- Note objections and concerns
- Record follow-up actions
- Mention any commitments made
- Include callback preferences
- Keep notes professional
Status Updates
Status Updates
- Update status immediately after call
- Use correct status for situation
- Don’t leave customers in “Calling” status
- Move “Call Later” to “Pending” after callback
- Document reason for “Deny” status
- Celebrate “Accept” conversions
- Review “No Connection” customers periodically
Team Coordination
Team Coordination
- Check if customer is being called before contacting
- Respect other team members’ assigned customers
- Share successful strategies in team meetings
- Don’t compete for same customers
- Coordinate on difficult cases
- Share contact history insights
- Support team members with challenging customers
Troubleshooting
Cannot Update Contact Status
Cannot Update Contact Status
Issue: Unable to save contact status updateSolutions:
- Ensure contact notes are filled in
- Select a valid contact status
- Check internet connection
- Refresh page and try again
- Verify you have permission
- Check browser console for errors
- Try different browser
Customer Already Being Called
Customer Already Being Called
Issue: Alert shows customer is being called by another userSolutions:
- Wait for other user to finish
- Contact the other user directly
- Check if status is stuck (old call)
- Admin can manually update status
- Move to next customer
- Schedule callback for later
- Coordinate with team
Phone Number Not Working
Phone Number Not Working
Issue: Cannot call customer phone numberSolutions:
- Verify phone number format
- Check if number is complete
- Try adding country code
- Update customer phone number
- Use alternative contact (email)
- Mark as “No Connection”
- Request customer to update info
Contact History Not Showing
Contact History Not Showing
Issue: Previous contacts not displayedSolutions:
- Refresh customer details modal
- Check if contacts were saved
- Verify database connection
- Review contact history data
- Check for data migration issues
- Contact technical support
- Check server logs
Telesales Workflow
Daily Workflow
Morning:- Review pending customers
- Check “Call Later” requests from previous day
- Prioritize high-value leads
- Plan call schedule
- Open customer details
- Review previous contact history
- Make the call
- Update status immediately
- Add detailed notes
- Schedule follow-ups
- Review all contacts made
- Schedule next day’s callbacks
- Update any pending statuses
- Report on conversions
- Share insights with team
Weekly Review
Metrics to Track:- Total contacts made
- Conversion rate (Accept %)
- Callback completion rate
- Average calls per customer
- Common objections
- Success patterns
Contact Performance Metrics
Key Performance Indicators
Individual Metrics:- Calls made per day
- Conversion rate
- Average call duration
- Callback success rate
- Customer satisfaction
- Total pending customers
- Total accepted customers
- Denial rate
- No connection rate
- Overall conversion rate
Improving Performance
Strategies:- Review successful call recordings
- Learn from “Accept” interactions
- Address common objections
- Improve opening scripts
- Better qualify leads
- Optimize call timing
- Personalize approach
Quick Reference
Common Actions
| Action | Steps |
|---|---|
| View Customer | Click customer row → Review details |
| Make Call | Open details → Click phone button |
| Update Status | Add notes → Select status → Update |
| Search Customer | Type in search box → Results filter |
| Sort List | Click column header → Toggle direction |
| Export Data | Click Export Excel → Download |
Contact Status Quick Guide
| From Status | To Status | Action |
|---|---|---|
| Pending | Calling | Click to call |
| Calling | Accept | Customer agreed |
| Calling | Deny | Customer refused |
| Calling | Call Later | Callback requested |
| Calling | No Connection | Cannot reach |
| Call Later | Pending | Ready for callback |