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The Dashboard page provides comprehensive visibility into conversation metrics, agent workload, and system performance. Accessed via Monitor > Dashboard, it offers multiple views including day-to-date analytics, live snapshots, and custom reporting capabilities to help teams monitor service quality and operational efficiency.

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Overview

The Dashboard interface is organized into three primary tabs, each serving a specific reporting purpose:
  1. Daily Dashboard - Real-time and day-to-date metrics
  2. Custom Reporting - Configurable analytics and historical data
  3. Scheduled Reports - Automated report delivery

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Daily Dashboard Tab

The Daily Dashboard provides immediate visibility into current operations and today’s performance. It includes multiple sections organized to balance real-time status with aggregate metrics.

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Today Section (Day-to-Date)

This section displays key performance metrics accumulated since the start of the business day:
  • Total Inbound: Total number of conversations initiated today.
  • AI Resolved: Number of conversations fully handled by the AI agent without human intervention.
  • Human Handled: Number of conversations that required human agent assistance.
  • Auto Transferred: Conversations automatically routed to the appropriate department or skill group.
  • Average Handle Time: Mean duration of conversations completed today.
  • Flagged Conversations: Number of interactions flagged for review or quality assurance.
  • Abandon Rate: Percentage of conversations abandoned by customers before completion.
Each metric is displayed as a card with the current day’s value and typically includes a comparison to previous performance.

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Snapshot Section (Live)

The Snapshot section shows real-time operational status:
  • Total Live: Current number of active conversations happening right now.
  • AI Handled Rate: Percentage of conversations currently being managed by the AI agent versus human agents.
  • Eligible Agents: Number of human agents currently available to receive conversations.
  • Urgency: Color-coded indicator of overall system load and customer wait times, typically ranging from Low (green) to Medium (yellow) to High (red).
  • Active Skill Groups: Number of skill-based routing groups currently receiving traffic.
These live metrics update continuously and provide a quick pulse on system health and capacity.

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By Channel Section

The By Channel section breaks down current activity and wait times by communication platform. Each channel displays:
  • Channel Name: Voice, Web Chat, SMS, Email, or other configured channels.
  • Live Count: Number of active conversations on this channel.
  • Queued Count: Number of conversations waiting for agent assignment on this channel.
  • Oldest Wait Time: Duration the longest-waiting conversation has been in queue.
  • Urgency Badge: Color-coded visual indicating priority level (Low/Medium/High) based on queue depth and wait times.
This view helps identify bottlenecks and understand which channels are experiencing higher demand or longer wait times.

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Lifecycle Section

The Lifecycle section visualizes the conversation pipeline in stages, showing the flow from initial AI handling through completion:
  • In AI: Conversations currently being handled by the AI agent.
  • Queued: Conversations waiting for human agent assignment.
  • Assigned: Conversations currently being handled by a human agent.
  • Wrap-up: Conversations completed but in post-call wrap-up state.
  • Completed (30m): Conversations fully completed in the last 30 minutes.
This visualization helps understand conversation flow and identify where conversations tend to spend the most time in the process.

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Live Skill Queues Section

This section displays a detailed queue view filtered by channel:
  • Channel Filter Tabs: Toggle between All conversations, Voice, SMS, Email, and Web Chat to focus on specific communication types.
  • Queue List: Shows individual conversations in queue with relevant details such as customer contact info, time in queue, and assigned skill.
This detailed view is useful for supervisors managing agent assignment and understanding specific queue backlogs.

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Agent Workload Table

The Agent Workload section displays current work distribution across human agents:
  • Agent Name: Name or ID of the agent.
  • Status: Current agent status (Available, Busy, In Wrap-up, Offline).
  • Voice: Number of voice calls currently handled by this agent.
  • Web Chat: Number of web chat conversations assigned to this agent.
  • SMS: Number of SMS conversations assigned to this agent.
  • Email: Number of email conversations assigned to this agent.
  • Wrap-up: Number of conversations this agent is currently wrapping up.
This table provides visibility into agent capacity and load balancing across the team, helping supervisors redistribute work as needed.

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Custom Reporting Tab

The Custom Reporting tab enables creation of flexible, configurable reports for deeper analysis and historical trending.

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Dashboard Selector

A dropdown menu allows selection of different reporting templates or saved dashboard configurations:
  • Default Dashboard: Pre-configured view of standard metrics.
  • Custom Dashboards: Any dashboards previously saved by users in your organization.
Select a dashboard template to populate standard reporting widgets.

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Date Range Selection

Two date pickers allow customization of the analysis period:
  • Start Date: Beginning date for the reporting period.
  • End Date: Ending date for the reporting period.
Select custom date ranges to analyze performance across specific time periods, compare week-over-week or month-over-month trends, or investigate specific historical events.

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Configurable Reporting Widgets

Once a date range is selected, configurable widgets display metrics tailored to your dashboard:
  • Chart Types: Various visualizations including line charts, bar charts, pie charts, and data tables.
  • Metrics Selection: Choose which KPIs to display (conversations by platform, status, duration, agent performance, etc.).
  • Filtering Options: Filter data by channel, skill group, agent, or other dimensions.
  • Export Capabilities: Export reporting data to CSV or other formats for further analysis in external tools.
Widget configuration allows teams to create custom views focused on their specific operational priorities.

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Scheduled Reports Tab

The Scheduled Reports tab enables automated, recurring report delivery to stakeholders without manual report generation.

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Report Configuration

Set up automated reports by configuring:
  • Report Name: Name for the scheduled report.
  • Report Template: Select a pre-built report or custom dashboard to be generated and sent.
  • Schedule Frequency: Define how often the report should run (daily, weekly, monthly).
  • Delivery Time: Set the specific time the report should be generated and sent.
  • Recipients: Add email addresses of team members who should receive the report.
  • Report Format: Choose format for delivery (PDF, Excel, email summary).

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Report Management

Once scheduled, reports can be:
  • Viewed: Access previously generated reports from a list.
  • Edited: Modify schedule, recipients, or report content.
  • Paused: Temporarily stop report generation while keeping configuration.
  • Deleted: Remove a scheduled report permanently.
This automation ensures stakeholders receive regular insights without requiring manual report pulls, supporting data-driven decision-making across the organization.

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Summary

The Dashboard page is the central hub for monitoring operations, understanding customer service metrics, and tracking agent performance. The Daily Dashboard provides real-time operational visibility, Custom Reporting enables deeper analysis of historical trends, and Scheduled Reports automate distribution of insights to key stakeholders. Together, these tools support effective oversight, quick issue identification, and continuous improvement of customer service operations.