Dashboard

The Dashboard page is your operational hub: it surfaces the day’s volume and outcomes, a live snapshot of in-flight work, and historical reporting. Accessed via Monitor > Dashboard, it’s the place to land when you want a single answer to “how are things going right now?”

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Accessing the Dashboard

Navigate to Monitor > Dashboard in the left sidebar. The page opens to a set of tabs (the ones you see depend on your permissions):

1. Daily Dashboard — real-time and day-to-date metrics
2. Success Metrics — historical quality, volume, and flow-behaviour trends over a custom date range
3. Function Reliability — which functions fail, and how, over a custom date range
4. Conversation Reasons — what customers are contacting you about, clustered per flow
5. Custom Reporting — configurable analytics with custom date ranges
6. Scheduled Report — reports emailed on a recurring schedule

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Exporting

The Daily Dashboard and Success Metrics tabs each have an Export menu in the tab bar:

• Excel — every figure on the tab in one workbook.
• CSV — one table of figures per file.
• Printable report — the tab as a report, opened in a new tab to print or save as a PDF.

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Daily Dashboard tab

The Daily Dashboard balances today’s accumulating numbers (Inbound, Transfer health, and Outbound when there’s data) with a live operational pulse (Snapshot, By Channel, and, where agents work queues, Lifecycle, Live Skill Queues and Agent Workload). Most day-to-date figures are compared with the same time on the same weekday last week (“+12% vs last Fri”), and the hourly charts behind Total inbound and Flagged conversations draw last week’s full day as a faint line behind today’s.

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Inbound (day-to-date)

• Total inbound — every inbound interaction received today, excluding still-in-progress conversations and auto-transferred calls, with conversations per hour behind it.
• AI handled — the share of today’s resolved inbound interactions the AI handled. A transferred conversation can still count as AI handled. Click AI handled or Not AI handled to open those conversations in Conversations.
• How conversations ended — every resolved inbound interaction ends one way, so these add up to 100%:
  • AI deflected — the AI finished it with no human involved, including routes to automated destinations such as a payments IVR.
  • Transferred — handed to a human.
  • Abandoned — the caller left before it was resolved.
• Flagged conversations — share of resolvable inbound conversations flagged for review today, with flags per hour behind it.
• Auto transferred — inbound conversations sent to a person without the AI, counted separately and not included in Total inbound. The card shows their share of all inbound and how many were callers on the Do-Not-Interact list.
• Average handle time — mean time from assignment to completion for today’s human-handled conversations, with the median and a histogram of handle times.

Below the cards:

• Conversation Reasons — what today’s conversations were about. Expand a reason to see how its conversations ended. For historical trends and clustering, use the Conversation Reasons tab.
• Points of contact — each phone number, chat widget or inbox, busiest first: the share of conversations the AI takes right now (for a phone line, after its schedule or open hours), how much of that a person reviews before replies go out, and its inbound conversations today.

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Transfer health (day-to-date)

A collapsible section on today’s transfers to people and outside numbers. Collapsed, it shows how many were initiated and the share that completed. Expanded:

• Initiated and Terminal — transfers started today, and those that reached a final outcome.
• Completed, Busy, No answer, Failed — how the terminal transfers ended.
• Average ring time, Average connected time, Average total transfer time.

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Outbound (day-to-date)

When the tenant has placed outbound calls today, an Outbound group appears with its own day-to-date cards:

• Total outbound — outbound calls placed since the start of today, excluding any still in progress.
• Human pickups — share where a human answered (completed, handed off, or abandoned mid-conversation).
• Voicemails left — share that left a voicemail after detecting an answering machine.
• No answer / busy / failed — share that didn’t reach a person and didn’t leave voicemail.
• Flagged conversations — share of resolvable outbound conversations flagged for review today.

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Snapshot (live)

Real-time operational status:

• Active in Dial AI — interactions Dial AI is managing right now, across the AI, queues, assignments, and wrap-up.
• AI handled rate — share of live interactions currently handled by AI.
• Eligible agents — human agents online and eligible to take interactions.
• Urgency — Low / Medium / High based on queued load vs available agents (no queue = Low, no agents = High).
• Active skill groups — distinct skill sets across queued and assigned work.

Eligible agents, Urgency and Active skill groups appear when your organization has channels where human agents work queues.

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By Channel

A card for each channel your organization uses. The Voice card follows calls through transfers: how many are with the AI, and how many transfers are initiated, ringing, or connected. The Web Chat, SMS and Email cards show Live, Queued, the oldest wait, and an urgency badge: Medium / High at 1m / 3m for Web Chat, 5m / 15m for SMS, and 30m / 2h for Email.

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Lifecycle, Live Skill Queues, and Agent Workload

These appear when your organization has channels where human agents work queues.

• Lifecycle — a pipeline of in-flight work: In AI → Queued → Assigned → Wrap-up, plus how many completed in the last 30 minutes.
• Live Skill Queues — queues by required skills, with capable agents, queued and assigned counts, filtered by channel.
• Agent Workload — each agent online, their skills, their status (Available / Busy / Wrap-up / Offline), and their current counts per channel.

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Success Metrics tab

Historical quality and volume trends over a date range you choose. Pick a Start and End date and, optionally, filter to one or more Flows. Figures reflect production conversations only — test conversations are excluded. Each figure is compared with the previous period of the same length, and an insights feed at the top points out what changed most. The tab is organized into three groups:

• Performance — a summary row (Total conversations, AI handled, How conversations ended, and how many callers the Do-Not-Interact list routed) plus a Resolution Trends chart of how finished conversations ended over time. Auto-transfers are counted apart from Total conversations.
• Conversation Volume:
  • Total conversations per day (toggle line/bar).
  • Inbound conversations per day, stacked by how they ended, and Outbound conversations per day, stacked by status.
  • Inbound conversations by hour of day, which you can narrow to particular weekdays.
  • AI deflection rate by day of month.
  • Conversation duration distribution.
• Flow Behaviour — State Outcomes (for the most-visited flow states, the eventual outcome of conversations that passed through them) and Routed by DNI list per day.

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Function Reliability tab

Your functions ranked by failed executions over a date range, optionally filtered to one or more flows. For each function: Executions, API errors, Timeouts, Invalid output, Legacy (older functions whose response had no success event), and Success rate. A “not found” result is not a failure, and calls without a matched response are left out of the success rate.

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Conversation Reasons tab

A clustered view of what customers are contacting you about, derived from conversation content. Pick a flow and a time window to see reasons grouped and visualized; expand a reason to see how its conversations ended. Useful for spotting emerging topics or high-volume intents. (The Daily Dashboard’s Conversation Reasons list is the day-to-date snapshot; this tab is the historical, per-flow analysis.)

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Custom Reporting tab

Use Custom Reporting for deeper analysis and historical trending.

• Dashboard selector — pick a reporting template. The Default Dashboard comes pre-configured; any custom dashboards saved in your organization also appear here.
• Start Date / End Date — pick the analysis window. Useful for week-over-week or month-over-month comparisons, or investigating a specific historical event.
• Configurable widgets — once a range is selected, the dashboard populates with line charts, bar charts, pie charts, and tables filterable by channel, skill group, agent, and other dimensions. Most widgets export to CSV.

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Scheduled Report tab

Set up reports that are emailed automatically, so stakeholders don’t have to remember to pull them. The report arrives as an email with a short overview of what’s in it, the sections you chose, and an Ask Dial AI about this report button that opens the report in the AI assistant so you can ask questions about it.

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