The Dashboard is the overview. It answers “is anything wrong” in a glance, and
hands off to Calls or Reports when the answer is yes.
Everything is scoped to the current environment and to the date range shown at the
top right, which displays both the period name and the actual dates it covers.
The tiles
Each tile shows a figure, a comparison against the previous period of the same length,
and a small trend line.
Two more sit underneath.
Avg. call duration is the mean length of a call.
Minutes used is your consumption against your plan.
Minutes used is monthly. It ignores the date range, unlike everything beside it.
Narrowing the range to a single day will not narrow this figure.
The comparison against the prior period is more useful than the figure. A connect
rate of 40% means nothing on its own. A connect rate that fell 15 points last week
means something.
Lists your agents with a breakdown of how their calls went, in green, amber and red,
plus a total. The agent name links through to the agent.
Use it to spot the one agent dragging an otherwise fine number down.
Calls flagged for review
Calls the system thinks are worth a human look, shown as a count and a share of recent
activity. When there is nothing to see, it says so.
A caveat on the date range
The tiles respect the date range. Agent performance and Calls flagged for
review appear not to. It is possible to see Calls reading 0 for a period while
Agent performance reports calls in the same view, because those panels are counting
recent activity rather than your selected window.If the two disagree, trust the tiles for anything date-scoped, and treat the lower
panels as a view of recent activity.
When you need more
The Dashboard is fixed. You cannot add a tile or change what it measures.
When you need a specific question answered, or a chart over one of your own insights,
build it in Reports.
Where to go next
- Look at the individual calls: Calls
- Build your own charts: Reports
- Extract the things worth measuring: Post-call
