Analytics dashboard
The Analytics page gives you a real-time overview of how your agents are performing. Navigate to Analytics in the sidebar to access the dashboard.Key metrics
Five headline metrics are displayed at the top:| Metric | Description |
|---|---|
| Total Calls | Total number of calls across all agents |
| Average Duration | Average length of calls |
| Average Latency | Average response time of your agents |
| Success Rate | Percentage of calls completed successfully |
| Total Minutes Used | Total voice minutes consumed |
Charts and visualizations
Call volume
An area chart showing call volume over time. Spot trends in usage and identify peak periods.Call success
A donut chart breaking down successful vs. unsuccessful calls.Disconnection reasons
A pie chart showing why calls ended:- Agent hangup
- User hangup
- Dial failed
- Other
User sentiment
A pie chart showing caller sentiment across all conversations:- Positive
- Negative
- Neutral
- Mixed
Call direction
Breakdown of inbound vs. outbound calls.Call source
Where calls originated from:- Test modal
- Widget
- Demo link
- Telephony
- Other
Call channel
Distribution between phone calls and web-based calls.Rate trends
Track key rates over time with area charts:- Pickup Rate - Percentage of outbound calls that were answered
- Success Rate - Percentage of calls completed successfully
- Transfer Rate - Percentage of calls transferred to a human or another agent
Agent performance
Compare agents side-by-side with horizontal bar charts:- Success Rate by Agent
- Pickup Rate by Agent
- Transfer Rate by Agent
Minutes usage
- Minutes Over Time - Track voice minute consumption over time
- Minutes by Agent - See which agents consume the most minutes
Filters
- Agent selector - Filter all charts by a specific agent or view all agents
- Refresh - Manually refresh the data
- Live indicator - Shows when the data was last updated