> ## 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.

# Dashboard

> View real-time and historical metrics for conversations and agent performance

<Frame caption="Mission Control: the Daily Dashboard tab">
  <img className="block dark:hidden" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-overview-light.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=36ae74376230a398bbf759688ca312c0" alt="Daily Dashboard in light mode" width="1920" height="911" data-path="images/dashboard-overview-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-overview-dark.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=ec12ffb8100169028459dc046b556216" alt="Daily Dashboard in dark mode" width="1920" height="911" data-path="images/dashboard-overview-dark.png" />
</Frame>

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?"

## 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

***

## 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).

### 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.

### 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.

***

## Custom Reporting tab

<Frame caption="Custom Reporting with date range and dashboard selector">
  <img className="block dark:hidden" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-custom-reporting-light.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=2ae8d3a6db0b126dac2864532ee6683f" alt="Custom Reporting tab in light mode" width="1920" height="911" data-path="images/dashboard-custom-reporting-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-custom-reporting-dark.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=d702e465b0dbe6d80ba36a1368e4e0a5" alt="Custom Reporting tab in dark mode" width="1920" height="911" data-path="images/dashboard-custom-reporting-dark.png" />
</Frame>

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.

***

## Scheduled Report tab

<Frame caption="Scheduled Report tab">
  <img className="block dark:hidden" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-scheduled-report-light.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=cb1802accd61d5d4bba697a63a434e45" alt="Scheduled Report tab in light mode" width="1920" height="911" data-path="images/dashboard-scheduled-report-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/dialai/ImuUAxaCtXEX7FWR/images/dashboard-scheduled-report-dark.png?fit=max&auto=format&n=ImuUAxaCtXEX7FWR&q=85&s=c8cf48d54858b2c46d52a0721b275833" alt="Scheduled Report tab in dark mode" width="1920" height="911" data-path="images/dashboard-scheduled-report-dark.png" />
</Frame>

Set up recurring reports that are delivered automatically, so stakeholders don't have to remember to pull them.

<Steps>
  <Step title="Click Schedule Report">
    Opens the configuration dialog.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Review and edit later">
    Scheduled reports can be viewed, edited, paused, or deleted from the same tab.
  </Step>
</Steps>

***

## Related

<CardGroup>
  <Card title="Conversations" icon="messages" href="/conversations">Search and review individual transcripts.</Card>
  <Card title="Live View" icon="eye" href="/live-view">Real-time monitoring of in-flight conversations.</Card>
  <Card title="Inbox" icon="inbox" href="/inbox">Take over conversations that need human help.</Card>
</CardGroup>