Dashboard

Dashboard Overview

The Dashboard provides a real-time summary of your call performance, agent activity, and campaign results. Use it to track conversations, measure outcomes, and optimize both agent and campaign performance with clarity.

Filters

Quickly narrow your view using the available filters.

• Agent Filter: View performance metrics for a specific agent.
• Date Filter: Select custom date ranges to analyze performance over time.

Overview Info

The top summary section provides a quick snapshot of platform performance.

• Total Calls – Shows the total number of inbound, outbound, or web-based calls.
  Example: 24 Calls | 100% Connected
• Call Minutes – Displays total time spent on calls and average duration.
  Example: 45.18 minutes | 1.9 min Avg. Call
• Goal Completed – Indicates how many calls met their objective (such as booking or lead capture).
  Example: 12 Completed | 50% Success Rate
• Positive Sentiment – Reflects calls marked positive based on AI-driven sentiment analysis.
  Example: 24 Positive | 100% Positive Calls

Graphical Reports

Visual reports provide insight into patterns and performance trends.

• Calls by Type – Breakdown of Total, Inbound, Outbound, and Web calls for selected dates.
• Calls by Status – Shows Connected vs. Not Connected calls to improve retry and connect rates.
• Calls by Goal Status – Displays Goal Completed vs. Incomplete to measure success percentage.
• Calls by User Sentiment – Shows Positive, Neutral, and Negative responses to monitor customer sentiment.

Data Tables

Detailed sections for deeper analysis.

• Call Ended by Reason – Lists why each call ended, such as user hang-up, agent transfer, or no response.
  Includes: Reason, Call Count, and Call Minutes.
• Call Minutes by Agents – Tracks total call count and talk time for each agent.
  Includes: Agent Name, Call Count, and Total Call Minutes.