Analytics in the Client Portal

The Analytics section provides clients with a scoped performance dashboard showing metrics only for their assigned agents. Clients can track call volume, success rates, and trends over time.

Required Permissions

Permission	Capability
`view_analytics`	Access the analytics dashboard with metrics and charts

Without view_analytics, the Analytics section does not appear in the portal sidebar.

Metric Cards

The top of the analytics page displays key metrics at a glance:

Total Calls — Number of calls in the selected time period
Avg Duration — Average call length across all agents
Success Rate — Percentage of calls completed successfully
Sentiment Score — Overall sentiment distribution (positive, neutral, negative)

Client portal analytics metric cards showing total calls, average duration, success rate, and sentiment

Charts and Visualizations

Below the metric cards, clients see interactive charts:

Call Volume Over Time

A line or bar chart showing the number of calls per day, week, or month. Clients can spot trends, identify peak periods, and correlate volume with campaigns.

Sentiment Breakdown

A pie or donut chart showing the distribution of call sentiments. Useful for understanding overall customer satisfaction.

Agent Performance Comparison

If a client has multiple agents, a comparison chart shows how each agent performs across key metrics like call volume, average duration, and sentiment.

Analytics charts showing call volume trend, sentiment breakdown, and agent comparison

Time Range Filters

Clients can adjust the time range for all metrics and charts using the filter controls:

Last 7 days — Quick view of the past week
Last 30 days — Monthly performance overview
Last 90 days — Quarterly trends
Custom range — Select specific start and end dates

💡

The default view shows the last 30 days. Suggest clients use the 90-day view for quarterly business reviews.

Data Scoping

Analytics data is strictly scoped to agents assigned to the client. The dashboard does not show:

Aggregate agency-wide metrics
Data from other clients’ agents
Data from unassigned agents

This means two clients looking at their analytics will see completely independent data sets, even if they are on the same agency account.

Analytics data updates in near real-time. There may be a delay of a few minutes between a call completing and the metrics reflecting it.

Differences from Agency Analytics

The agency analytics dashboard includes additional features not available to clients:

Feature	Agency Dashboard	Client Portal
All agents across all clients	Yes	No — scoped to client
AI Insights and recommendations	Yes	No
Usage tracking and plan limits	Yes	No
Export to CSV	Yes	Yes
Revenue metrics	Yes	No

Exporting Data

Clients can export their analytics data as a CSV file for use in their own reporting tools. Click Export in the top-right corner of the analytics page. The export includes all metrics for the selected time range.

Best Practices

Set expectations — Let clients know that analytics update with a short delay after calls complete.
Schedule reviews — Encourage clients to review their analytics weekly or monthly for actionable insights.
Use analytics in meetings — The portal analytics make a good talking point for client check-ins, demonstrating the value your agency provides.