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Documentation Index

Fetch the complete documentation index at: https://docs.dialai.ca/llms.txt

Use this file to discover all available pages before exploring further.

Daily Dashboard in light mode
The Dashboard page is your operational hub: it surfaces the day’s volume and outcomes, a live snapshot of in-flight work, and configurable 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 three tabs:
  1. Daily Dashboard — real-time and day-to-date metrics
  2. Custom Reporting — configurable analytics with custom date ranges
  3. Scheduled Report — automated report delivery on a recurring schedule

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Daily Dashboard tab

The Daily Dashboard balances today’s accumulating numbers (Today) with a live operational pulse (Snapshot, By Channel, Lifecycle, Live Skill Queues, Agent Workload).

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Today (day-to-date)

Cards along the top show what has accumulated since the start of today:
  • Total inbound — every inbound interaction received today, excluding still-in-progress conversations and auto-transferred calls.
  • AI resolved — share of today’s resolved inbound interactions that the AI fully handled.
  • Human handled — share that required a human agent.
  • Abandon rate — share that were abandoned before resolution.
  • Auto transferred — inbound calls auto-routed to a human outside the AI flow. Tracked separately and not counted in Total inbound.
  • Average handle time — mean time from assignment to completion for today’s human-handled conversations.
  • Flagged conversations — share of resolvable inbound conversations flagged for review today.

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Snapshot (live)

Real-time operational status across the whole platform:
  • Total live — active interactions across AI, queued, assigned, 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.

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By Channel

Per-channel cards (Voice, Web Chat, SMS, Email) show Live, Queued, Oldest wait time, and a per-channel urgency badge. Channel urgency thresholds: Voice and Web Chat at 1m/3m, SMS at 5m/15m, Email at 30m/2h (Medium / High respectively).

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Lifecycle

A pipeline visualization of in-flight work: In AI → Queued → Assigned → Wrap-up, plus a Completed (30m) column showing how many wrapped in the last 30 minutes.

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Live Skill Queues

A queue list filtered by channel — tabs for All, Voice, SMS, Email, and Web Chat. Shows individual conversations waiting for assignment, useful for supervisors managing agent assignment manually.

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Agent Workload

Current work distribution across human agents. Each row shows the agent, their status (Available / Busy / Wrap-up / Offline), and current counts per channel.

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Custom Reporting tab

Custom Reporting tab in light mode
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

Scheduled Report tab in light mode
Set up recurring reports that are delivered automatically, so stakeholders don’t have to remember to pull them.
1

Click Schedule Report

Opens the configuration dialog.
2

Configure the report

  • Report name — what shows up in the recipient’s inbox.
  • Template — pick a pre-built report or any custom dashboard.
  • Frequency — daily, weekly, monthly.
  • Delivery time — the time of day the report runs.
  • Recipients — email addresses.
  • Format — PDF, Excel, or email summary.
3

Review and edit later

Scheduled reports can be viewed, edited, paused, or deleted from the same tab.

Conversations

Search and review individual transcripts.

Live View

Real-time monitoring of in-flight conversations.

Inbox

Take over conversations that need human help.