Mission Control: the Daily Dashboard tab
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):- Daily Dashboard — real-time and day-to-date metrics
- Success Metrics — historical quality, volume, and flow-behaviour trends over a custom date range
- Conversation Reasons — what customers are contacting you about, clustered per flow
- Custom Reporting — configurable analytics with custom date ranges
- Scheduled Report — automated report delivery on a recurring schedule
Daily Dashboard tab
The Daily Dashboard balances today’s accumulating numbers (Today, plus Outbound and Conversation Reasons when there’s data) with a live operational pulse (Snapshot, By Channel, Lifecycle, Live Skill Queues, Agent Workload).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 conversations auto-routed to a human outside the AI flow. Tracked separately and not counted in Total inbound.
- Routed by DNI list — inbound callers on the Do-Not-Interact list, routed straight to a human without the AI. A subset of Auto transferred.
- 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.
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.
Conversation Reasons (day-to-date)
A bar chart of what today’s conversations were about, shown when reason data has been captured for the day. For historical trends and clustering, use the dedicated Conversation Reasons tab.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.
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).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.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.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.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. The tab is organized into three groups:- Performance — a summary KPI row (Total conversations, Resolution rate, Human handoff rate, Avg conversation duration, Routed by DNI list) plus a Resolution Trends chart breaking down how finished conversations ended (AI Handle, Escalation, Abandoned, Other, and Auto-transfer).
- Conversation Volume — Total conversations per day (toggle line/bar), Inbound and Outbound conversations per day stacked by terminal status, and a Conversation duration distribution histogram.
- 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.
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, useful for spotting emerging topics or high-volume intents. (The Daily Dashboard’s Conversation Reasons chart is the day-to-date snapshot; this tab is the historical, per-flow analysis.)Custom Reporting tab
Custom Reporting with date range and dashboard selector
- 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.
Scheduled Report tab
Scheduled Report tab