Customer support / Free editable template

Call centre call flow, second by second template

Most call flows show boxes and arrows but hide where the time goes. This example draws one inbound call on a ruler from the first ring to wrap-up, so the IVR, the queue, verification, diagnosis, hold and after-call work each take the space they really take. Exit points show how many callers self-serve, abandon, take a callback or get transferred, and counters show the day's headline numbers.

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Call centre call flow, second by second example showing a time ruler with each stretch of the call to scale, exit points with the share of callers who leave, counters for calls, answer time, handle time and first-contact resolution
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Time a real call

    Pick a typical call from your recordings or your phone system and note when each stretch starts and ends, in seconds.

  2. Mark the exits

    Add every point where callers leave the flow: self-service, abandoning in the queue, callbacks and transfers, with the share of calls for each.

  3. Shrink the dead time

    Hatch the stretches where the caller waits with nothing happening, then list a lever for each one before you chase talk time.

Questions about this template

Can I change the numbers in the counters?

Yes. Use the plus and minus buttons or edit the values for calls offered, answer time, handle time and first-time resolution to match your own data.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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