​

AI Call Monitoring Dashboard

​

Overview Dashboard

​

Key Performance Indicators (KPIs)

• Total Calls: Real-time count of all AI calls processed
• Success Rate: Percentage of successfully completed calls
• Average Call Duration: Mean duration of AI interactions
• Response Time: Average AI response time metrics
• Error Rate: Percentage of failed or problematic calls

​

Live Call Status

• Active Calls: Number of currently ongoing AI calls
• Queue Status: Calls waiting in queue for processing
• System Load: Current system capacity and utilization
• Agent Availability: AI agent status and availability metrics

​

Performance Analytics

​

Call Volume Trends

• Hourly Trends: Call volume distribution throughout the day
• Daily Patterns: Daily call volume and performance patterns
• Weekly Analysis: Weekly performance trends and comparisons
• Monthly Reports: Monthly call volume and success metrics

​

Quality Metrics

• Conversation Quality: AI conversation quality scores
• User Satisfaction: Customer satisfaction ratings and feedback
• Resolution Rate: Percentage of calls with successful resolutions
• Transfer Rate: Calls transferred to human agents

​

Real-time Monitoring

​

Live Call Feed

• Active Conversations: Real-time view of ongoing AI conversations
• Call Transcriptions: Live transcription of AI-customer interactions
• Sentiment Analysis: Real-time sentiment tracking during calls
• Intent Recognition: AI intent detection and classification

​

System Health

• Server Status: Real-time server and infrastructure health
• API Performance: API response times and availability
• Database Performance: Database query performance and status
• Resource Utilization: CPU, memory, and bandwidth usage

​

Agent Performance

​

Individual Agent Metrics

• Agent Call Volume: Calls handled by each AI agent
• Agent Success Rate: Success metrics for individual agents
• Agent Response Time: Response time performance by agent
• Agent Accuracy: Accuracy and quality metrics per agent

​

Comparative Analysis

• Agent Comparison: Side-by-side agent performance comparison
• Performance Rankings: Top performing agents and metrics
• Improvement Areas: Agents requiring optimization or training
• Best Practices: Insights from top-performing agents

​

Customer Insights

​

Customer Behavior

• Call Patterns: Customer calling patterns and preferences
• Interaction Types: Most common customer inquiry types
• Resolution Paths: Common paths to successful resolutions
• Customer Journey: Complete customer interaction journey mapping

​

Satisfaction Metrics

• CSAT Scores: Customer satisfaction scores and trends
• NPS Tracking: Net Promoter Score tracking and analysis
• Feedback Analysis: Customer feedback sentiment analysis
• Return Customers: Repeat customer interaction patterns

​

Alert & Notification System

​

Real-time Alerts

• Performance Alerts: Immediate alerts for performance issues
• System Failures: Critical system failure notifications
• Threshold Alerts: Alerts when metrics exceed defined thresholds
• Capacity Warnings: System capacity and load warnings

​

Notification Management

• Alert Configuration: Customize alert thresholds and recipients
• Escalation Rules: Define alert escalation procedures
• Communication Channels: Configure alert delivery methods
• Alert History: Historical alert logs and resolution tracking

​

Data Visualization

​

Interactive Charts

• Real-time Graphs: Live updating performance charts
• Trend Analysis: Historical trend visualization
• Heatmaps: Call volume and performance heatmaps
• Comparative Charts: Side-by-side metric comparisons

​

Custom Dashboards

• Widget Configuration: Customize dashboard widgets and layout
• Personalized Views: Create personalized dashboard views
• Export Options: Export charts and data for reporting
• Sharing Features: Share dashboards with team members

​

Filters & Controls

​

Time Range Selection

• Real-time View: Live data with continuous updates
• Custom Date Ranges: Select specific time periods for analysis
• Quick Filters: Pre-defined time range filters (last hour, day, week)
• Historical Comparison: Compare current performance with historical data

​

Advanced Filtering

• Agent Filtering: Filter data by specific AI agents
• Call Type Filtering: Filter by call types and categories
• Customer Segmentation: Filter by customer segments or demographics
• Geographic Filtering: Filter by geographic regions or locations

​

Integration Features

​

External Integrations

• CRM Integration: Connect with customer relationship management systems
• Analytics Platforms: Integration with business intelligence tools
• Reporting Systems: Connect with external reporting platforms
• Alert Systems: Integration with external notification systems

​

API Access

• Dashboard APIs: Access dashboard data programmatically
• Custom Integrations: Build custom integrations and applications
• Data Export: Export dashboard data in various formats
• Webhook Support: Real-time data streaming via webhooks