Location
Left Sidebar → Observe → AnalyticsDashboard Layout
→ NEEDS PLATFORM INFO: Analytics dashboard interface The dashboard typically includes:| Section | Content |
|---|---|
| Summary Cards | Key metrics at a glance |
| Charts | Trends over time |
| Agent Breakdown | Per-agent performance |
| Recent Activity | Latest calls |
Key Metrics
Volume Metrics
| Metric | Description |
|---|---|
| Total Calls | Number of calls handled |
| Inbound Calls | Calls received |
| Outbound Calls | Calls made (campaigns) |
| Active Agents | Agents currently live |
Performance Metrics
| Metric | Description |
|---|---|
| Avg Call Duration | Average length of calls |
| Completion Rate | % of calls that completed normally |
| Success Rate | % achieving desired outcome |
| Transfer Rate | % transferred to human |
Quality Metrics
| Metric | Description |
|---|---|
| Customer Satisfaction | From post-call metrics |
| Resolution Rate | Issues resolved on first call |
| Escalation Rate | Calls requiring escalation |
Time Filters
View data for different periods:| Period | Use Case |
|---|---|
| Today | Real-time monitoring |
| Last 7 days | Weekly trends |
| Last 30 days | Monthly overview |
| Custom range | Specific analysis |
Agent Comparison
Compare performance across agents:| Agent | Calls | Avg Duration | Success Rate |
|---|---|---|---|
| Support Bot | 1,234 | 3:45 | 87% |
| Sales Agent | 567 | 5:12 | 42% |
| Reminder Bot | 2,890 | 1:23 | 95% |