🌐 Global Search
Effortlessly discover any data point throughout your contact center environment with Unified Global Search. This intuitive search tool enables you to instantly access call transcripts, agent logs, SMS, contacts, exchanges, dialer records, delivery reports, and performance dashboards—all from a single location. Highlights:- Unified Search Access: Simultaneously query calls, AI agent logs, SMS histories, dialer runs, and campaign analytics.
- Smart Filters: Narrow your results by fields such as date, agent, number, message content, or event classification to zero in on precise data.
- Seamless Navigation: Jump directly from search hits to corresponding analytics views, call records, or SMS threads for thorough follow-up.
- Proactive Issue Detection: Surface anomalies, errors, or compliance flags using keyword or error code searches.
📊 Dashboard Analytics
Transform your call center insights with powerful analytics that drive performance optimizationThe Dashboard Analytics provides comprehensive insights into your call center performance across AI, Dialer, and SMS operations. Access real-time metrics, historical data, and performance trends to optimize your communication strategies.
🎯 Overview
The analytics dashboard is organized into three powerful sections designed to give you complete visibility into your operations:🤖 AI Analytics
AI agent performance and call intelligence📞 Dialer Analytics
Traditional dialer call metrics and ratios💬 SMS Analytics
Message delivery and engagement statistics🧭 Navigation
Access analytics through the main navigation sidebar:- Navigate to Dashboard → Analytics
- Select your desired analytics view: AI, Dialer, or SMS
💡 Pro Tip: Use the quick filter options at the top of each section to drill down into specific data sets.
🤖 AI Analytics
The AI Analytics section provides comprehensive insights into AI agent performance and call intelligence.📞 Number Status Overview
Monitor and manage your phone number health with comprehensive spam detection and status trackingThe Number Status Overview displays the current status of all phone numbers you have purchased for your AI agent. It helps you monitor which numbers are clean, which are flagged as spam, and ensures you can manage your AI agent’s phone number inventory effectively.
- Clean Numbers: These are numbers that are ready to use and have no issues—shown as a teal segment in the donut chart.
- Flagged Numbers: These numbers have issues or are not ready to use—displayed in red to highlight attention needed.
- Total Numbers: Shows the total count of all purchased numbers.
| Column | Description | Functionality |
|---|---|---|
| # | Row number | Sequential numbering |
| Phone Number | Full phone number | Click to sort ascending/descending |
| Nickname | Custom number identifier | Sortable by name |
| Spam Status | Current spam detection status | Sort by clean/flagged status |
| Area Code | Geographic location code | Sort by region |
| Inbound | Incoming call volume | Sort by call activity |
| Outbound | Outgoing call volume | Sort by call activity |
📈 Key Metrics
Monitor essential AI performance indicators with real-time updates:| Metric | Description | Impact |
|---|---|---|
| Total Agents | Number of active/inactive AI agents | Scale your operations |
| Total Numbers | Available phone numbers | Resource availability |
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| Total Calls | Total call volume | Activity level |
| Avg Duration | Average call length | Efficiency indicator |
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| Appointments | Total appointments generated within selected date range | Click to view detailed modal |
| Select Agent | Filter data by specific AI agent for appointment tracking | Select “All” to view appointments from all agents, or choose a specific agent to see only their appointments |
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| Appointment Details Modal | Interactive table showing all appointments with call details, agent info, contact numbers, duration, scheduling status, sentiment analysis, and recordings. Includes filtering, search, and pagination for easy navigation. | Comprehensive appointment tracking |
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| Call Counts | Daily call volume trends | Activity monitoring |
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| Call Direction | Distribution of inbound, outbound, and web calls | Channel performance analysis |
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| Disconnection Reason | Analysis of call termination causes | Quality insights |
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| Call Rate | Success rate of calls over time | Performance tracking |
| Pickup Rate | Percentage of calls answered by recipients | Connection success tracking |
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| Transfer & Voicemail | Analysis of call transfers and voicemail drops | Call handling insights |
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| Average Call Duration | Mean duration of all calls within selected timeframe | Call efficiency and engagement tracking |
| Appointments | Total appointments scheduled within selected timeframe | Conversion and booking success tracking |
🔍 Filtering Options
Refine your analytics view with powerful filtering capabilities:- Select Agent: Filter by specific AI agent or view all
- Date Range: Choose from predefined periods (Today, Yesterday, This Week, etc.)
- Start Date: Custom start date selection
- End Date: Custom end date selection
📞 Dialer Analytics
The Dialer module is your go-to dashboard for uncovering everything about your team’s call activity—both incoming and outgoing. See powerful graphs, dive into detailed metrics, and gain actionable insights to boost your team’s performance and make every conversation count.🎛️ Powerful Filtering Made Simple
Personalize your insights and drill down to exactly what matters to you using these filters at the top of the Dialer module: Date Range- Pick from shortcuts: Today, Yesterday, This Week, Last 7/14/30 Days, This Month, Last Month, and more.
- Custom Dates: Choose your own Start and End Dates—perfect for custom reporting!
- When “Custom dates” is active, date pickers are unlocked for manual selection.
- For other options, range fields fill in automatically.
- If you’re part of a team:** Choose All to see everyone’s data, or pick a specific team member to focus in.
- Solo users: The dropdown hides itself (you’ll always see your own data).
- No team yet? The dropdown will show “Team Not Setup.”
📊 Explore Dashboard Insights
Each time you filter, you’ll see updated, easy-to-read sections:🥧 Call Ratio at a Glance
- See the balance! A colorful circle chart instantly shows your team’s ratio of incoming vs. outgoing calls—complete with percentages and total call counts.
- Quick stats highlight all calls received (answered, missed, voicemail) vs. all calls made (connected/unanswered).
📋 Call Overview: Key Metrics
The main dashboard presents a crystal-clear, data-rich view with intuitive charts and metric blocks:-
Talk Time
Prominently displayed in the upper right, showing the total conversation time across all calls for your selected date range (hh:mm:ss). -
Call Overview Section
- This area is organized into two main panels: Outbound Calls and Inbound Calls (FOP Inbound), plus a Review of Calls section.
- No Answer
Total outgoing calls that did not result in a connection. - Connected
Outgoing calls successfully answered by recipients. - PickUp Rate
The percentage of outbound calls that were connected (Connected ÷ Total Outbound × 100).
- Missed Calls
Inbound calls that were not answered by your team. - Voicemails
Counts of inbound calls where a voicemail was left. - Answered
Inbound calls picked up by your team.
See summarized statistics and totals for each call type in dedicated, easy-to-read graph sections—totals are at the center, with key metrics arrayed around for fast overview.
🎯 Disposition Summary
Wondering what happened after calls ended? This section is your answer:- Disposition Chart: Instantly see main outcomes like “Interested”, “No Interest”, or “Follow Up”.
- Legend: Two top outcomes are listed with colors matching the chart. Click “+X more” to see the rest in a pop-up—all color-coded and easy to scan.
🧮 How Are These Numbers Calculated?
So you know exactly what’s being tracked:- Incoming Calls: All calls flagged as “Inbound” (including completed, missed, and voicemails).
- Outgoing Calls: Every call set as “Outbound” (both successful and missed).
- No Answer: Outbound calls not marked as “Completed.”
- Connected: Outbound calls marked as “Completed.”
- PickUp Rate: Connected ÷ Outgoing × 100%.
- Missed Calls: Inbound calls not completed.
- Voicemails: Calls where voicemail was left.
- Answered: Inbound calls completed by your team.
- Talk Time: Combined duration of all completed calls (shown as hh:mm:ss).
- Disposition Data: How many times each call outcome was selected in the time frame.
🔄 Real-Time Automatic Updates
Get fresh data the moment you switch any filter or select another agent/date range. No need to reload—everything updates instantly with a helpful progress message while it’s working.💬 SMS Analytics
The SMS Analytics section provides insights into message delivery and engagement performance.
📊 Key Performance Indicators
Monitor SMS campaign effectiveness with real-time metrics: 📤 Sent SMS - Total messages sent✅ Delivered - Successfully delivered
❌ Failed - Delivery failures
💬 Replies - Customer responses
🚀 SMS Performance Overview
🚧 Coming Soon: Detailed SMS analytics dashboard with comprehensive performance metrics and delivery analytics.
🔧 Troubleshooting
❌ Common Issues
- No Data Displayed: Ensure date range is set correctly and agents are active
- Missing Metrics: Verify agent permissions and data collection settings
- Filter Not Working: Check that selected agents are active and date range is valid
🔄 Data Refresh
- Analytics data updates in real-time
- Historical data may take up to 24 hours to appear
- Contact support if data appears inconsistent