Analytics Dashboard
The Analytics Dashboard provides a real-time overview of your call activity and agent performance. Access it from Analytics in the sidebar.
Key Metrics Cards
At the top of the dashboard, you will see summary cards for the selected date range:
| Metric | Description |
|---|---|
| Total Calls | The number of completed calls |
| Total Minutes | Combined duration of all calls in minutes |
| Average Duration | Mean call length across all calls |
| Total Cost | Combined cost of all calls (voice provider fees + platform fees) |
| Success Rate | Percentage of calls that completed successfully (not errored or dropped) |
Each card shows the current value along with the change compared to the previous equivalent period. For example, if you select “Last 7 Days,” the comparison shows the 7 days before that.
Charts
Calls Per Day
A line chart showing the number of calls completed each day within the selected date range. Use this to identify trends, spot anomalies, and understand daily call patterns.
Hover over any data point to see the exact count for that day.
Calls Per Agent
A bar chart showing how calls are distributed across your agents. Each bar represents an agent with:
- The absolute number of calls
- The percentage of total calls that agent handled
This helps identify which agents are carrying the most load and whether call distribution matches expectations.
Filtering
Date Range
Use the date range filter at the top of the dashboard to adjust the time window:
- Last 7 Days — The most recent week
- Last 30 Days — The most recent month
- Last 90 Days — The most recent quarter
- All Time — Every call since account creation
The selected date range applies to all metrics cards and charts on the page.
Client Filtering
Agency admins can filter the entire dashboard by a specific client:
- Click the Client dropdown at the top of the dashboard
- Select a client to see only their agents’ data
- Select All Clients to return to the full view
This is useful when preparing reports for a specific client or investigating a client-specific issue.
Client portal users do not see the client filter. Their dashboard is automatically scoped to show only data from their assigned agents.
Cost Visibility
Whether costs are displayed on the dashboard depends on permissions:
- Agency admins always see cost data
- Client portal users see cost data only if the agency has enabled cost visibility for their account
To configure cost visibility for a client, go to Settings → Clients, select the client, and toggle the Show Costs permission.
If you notice a spike in calls or costs on a particular day, click into Call History and filter by that date to investigate which calls contributed to the spike.