The Dashboard is the first place to look when you want to know how your contact center is doing. It brings AI agent and human agent performance together on one page: how many sessions each handled, how sessions develop over time, and a set of metric cards for resolution, handling time, transfers and customer satisfaction. You choose the period, the cards compare it with the previous one, and you decide which cards sit on your own board.
Open it from Dashboard in the left menu.
About the numbers in this article. The screenshots and the video were taken in a demo environment. The values on the satisfaction and transfer cards (CSAT, Estimated CSAT, Negative Sentiment Rate, NPS, Transfer Rate and Non-FCR) are illustrative, so that you can see how each card looks when it is filled. Your own numbers depend on your conversations and on which data sources are connected.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Open the Dashboard | See session counters, the Session Trend chart and the metric cards | View Dashboard |
| Change the period | Reload every card for another date range | View Dashboard |
| Open a card | See the full detail of a metric in a panel | View Dashboard |
| Add, remove and reorder cards | Build your own board with the Widget Control Panel | View Dashboard |
View Dashboard is the only permission the page needs. Without it the Dashboard entry does not appear in the menu. The default Supervisor role includes it, the default Agent role does not. To grant it to another role, go to Administration, Identity management, Roles.
The page at a glance
From top to bottom the page shows:
- The title, a short description (Overview of AI and human agent performance), the Last Updated badge and the Take a Tour button.
- Two counters, Human Agent Sessions and AI Agent Sessions, for the selected period.
- The toolbar with the widget button and the date range.
- The Session Trend chart.
- Your metric cards.
If historical conversation data is still being imported, a spinner appears next to the title. Its tooltip reads Historical conversation data is being imported. Dashboard metrics will be available once the synchronization is complete. Cards fill in when the import is done.
Choose the period
Select the date range in the toolbar to open the calendar. Pick a start and an end day, then select Apply, or use one of the quick choices:
| Quick choice | Period |
|---|---|
| Today | The current day |
| Last 7 days | The last seven days |
| Last 30 days | The last thirty days. This is the range the Dashboard opens with |
| Last 90 days | The last ninety days |
You cannot select a day in the future. When the range changes, every counter, chart and card reloads. Use a wide range such as Last 90 days when you want a stable picture. A card that has no data in the period says No Data Available.
Each metric card also compares the selected period with the period before it. The card shows the change as a percentage badge and, where it fits, the previous value under the main value, for example Previous: 00 m 26 sec.
Session Trend
Session Trend plots the number of sessions over time, one line for AI agents and one for human agents. The dashed horizontal lines are the averages of each line, and hovering one of them shows it, for example Average: 248. Hover a point to read the value for that day or month. Short ranges show one point per day, long ranges are grouped into larger steps.
Two shortcuts live on the chart:
- Drag across the chart to select a stretch of time. The whole Dashboard switches to that range.
- Select the undo button in the top right corner of the card (its label is Back to last week) to return the Dashboard to the last 7 days.
The metric cards
The example on the page above shows CSAT at 86.0% (an average score of 4.3 / 5.0), Estimated CSAT at 82.0%, Negative Sentiment Rate at 9.0%, NPS at +31, Transfer Rate at 14.1% and Non-FCR at 18.0%. These are illustrative values. Each card also carries a small trend line for the selected period.
Each card shows one metric for the selected period. Every card works out for itself whether it covers AI agents, human agents or both, so there is no Human or AI filter to set. If both are supported, the card shows both.
| Card | What it shows | Covers |
|---|---|---|
| AI Resolved Rate | Percentage of conversations resolved by the AI agent without human intervention, with the Total Conversations and AI Resolved counts | AI agents |
| Handover Rate | Percentage of conversations transferred from an AI agent to a human agent | AI agents |
| Transfer Rate | Percentage of conversations transferred to different agents | Human agents |
| Non-FCR | Percentage of conversations not resolved on the first contact. A decrease means better efficiency and customer satisfaction | Human agents |
| Average Handle Time | The average time from conversation start to resolution | Human and AI agents |
| CSAT | Customer satisfaction rate from completed CSAT survey responses | Human and AI agents |
| Estimated CSAT | Estimated satisfaction from behavior and sentiment analysis, for when survey responses are not available | Human agents |
| Negative Sentiment Rate | Percentage of conversations that contain negative sentiment. A decrease means a better customer experience | Human and AI agents |
| NPS | Net Promoter Score, how likely customers are to recommend the brand, on a scale from -100 to +100 | Human agents |
| Wrap-up Codes | The wrap-up codes agents applied to conversations in the period, as a chart | Not tied to one agent type |
CSAT, Estimated CSAT, Negative Sentiment Rate and NPS are grouped in one Customer Satisfaction card on the desktop layout. On a narrow screen they appear as four separate cards.
Open a card for details
Hover a card and the hint Click to see details appears. Select the card to open its detail panel. For metrics that cover both agent types, such as Average Handle Time, the panel shows the AI agent and the human agent side by side, with the value, the previous value and a Last 7 days comparison chart.
Wrap-up Codes
The Wrap-up Codes card has no single value. It shows a donut chart with the main codes. Select it to open the detail panel, titled Full breakdown of all wrap-up codes for the selected date range, with a bar for every code.
If the card is not on your board yet, add it from the Widget Control Panel.
Build your own board
Select the widget button on the toolbar to open the Widget Control Panel from the right.
| Control | What it does |
|---|---|
| Search Widgets | Filters the list by name |
| + on a card | Adds the widget to your board. A message confirms Widget added successfully |
| x on a card | Removes it from your board. A message confirms Widget removed successfully |
| Reset Widget Order (button at the top of the panel) | Puts the cards back in their default order |
| Close (x at the top) | Closes the panel |
The panel shows a preview of every widget with its description. You can also drag cards to reorder them, from the panel onto the board or within the board, on desktop screens. Your choice is saved for your user, so the board looks the same the next time you open the Dashboard. If you have never changed it, you get the default set of cards.
Is the data up to date?
The Last Updated badge next to the title shows when data last arrived. Select it to see Card-Level Last Updated: the time of the last update for each card, grouped by data source (AI Agent only and CA only).
If a source has not delivered data for more than 24 hours, the badge dot turns orange and the affected cards show a warning triangle. Hover it to see which source is silent.
The tooltip reads No Data Flow, names the source (for example AI Agent), shows when data was Last received and says No data for more than 24 hours. When you see this, the numbers are not wrong, they are old: check that the source is connected before you rely on them.
Take a tour
Select the ? button next to the title (Take a Tour) for a four step walkthrough: a welcome, the session counters, the Session Trend chart and the metric cards.
Use Next and Back to move through the steps, Skip to leave, and Finish on the last step.
Good to know
- Times and dates follow your tenant's time zone, set under Settings, Localization.
- The session counters and the Session Trend follow the same period as the cards, so they always agree.
- There is no Human or AI filter. Each card covers the agent types its metric supports.
- A card that says No Data Available has no data for that period. A longer period often fixes it, and a metric that is not delivered at all stays empty. A tenant without CSAT surveys, for example, sees no value on CSAT.
- The values shown in this article are illustrative and are not benchmarks.
- The Dashboard is a view only. Nothing you do here changes conversations, agents or settings. The only thing that is saved is the set and order of your cards.