Reading your dashboard

Open the dashboard

The dashboard is the first page you see after signing in. You can always get back to it from Dashboard at the top of the sidebar. It shows one brand at a time; if you manage more than one, pick the brand in the top bar first.

Filter what you see

The Filters bar at the top is collapsed by default and shows a one-line summary of what is applied. Click it to open it.

1. Choose a Period: Today, Last 7 days, Last 30 days, or Custom. For a custom range, set From and Through. A range can be up to one year long.
2. Choose an Agent to see a single agent, Unassigned for calls that reached no agent, or All agents.
3. If your brand makes outbound calls, choose a Direction: All calls, Inbound, or Outbound.
4. Switch on Include test calls if you want calls placed from the Skill Builder's test panel counted too. They are left out by default.

Call volume

The chart at the top shows how many calls came in (and went out) over the period. Switch between Total calls, Inbound and Outbound to see each line. The comparison next to the total is against the preceding period of the same length, so "Last 7 days" is compared with the 7 days before that.

Answered, failed and callback requests

Three cards sit under the chart. Click any of them to open the matching calls on the Calls page.

• Answered calls: calls that were actually picked up and connected to your agent. The percentage underneath is out of calls that have ended and weren't blocked.
• Failed calls: calls that didn't complete normally. These are worth a look on the Calls page.
• Callback requests: calls where the caller asked to be called back.

Call outcomes

The Call outcomes card groups ended calls by what happened on them, such as a booking or a resolved question. After each call, the outcome is classified automatically; outcomes marked AI reported came from that classification, and ones marked Reviewed were set by someone on your team. The card also tells you how many of the ended calls have been assessed so far. Click an outcome to see those calls.

Calls to review

Calls to review lists the calls most likely to need a human look: failures, callback requests and incomplete calls. Click a row to open the call, or View all to see the full list on the Calls page.

Agent performance

The Agent performance table breaks the period down by agent: Calls, Answered, Transfers, Failed, Callbacks and Assessed outcomes. Every number is a link, so you can jump straight to, say, one agent's failed calls.

For what to do with an individual call once you've found it, see Calls and call details.