Dashboard Overview
The AI Dashboard provides a complete view of your call center operations with advanced filtering options:- Agent Selection - Filter data by specific agents or view all agents
- Date Range Controls - Analyze performance over custom time periods
- Real-time Updates - Live data refresh for current metrics
Key Performance Metrics
- Total Agents - Number of active AI agents in your system
- Total Numbers - Phone numbers configured for inbound/outbound calls
- Total Calls - Complete call volume for selected period
- Average Duration - Mean call length across all interactions
- Appointments - Scheduled meetings generated from calls
- Call Successful - Successfully completed call interactions
Appointment Tracking
The Appointment section provides a detailed overview of meetings scheduled as a result of calls handled by your AI agents. This feature helps you monitor appointment generation and follow-up efficiency directly from the dashboard.- Dashboard Card: The “Appointments” card displays the total number of appointments generated within the selected date range. Clicking this card opens a detailed modal.
- Appointment Details Modal: View a comprehensive table listing all appointments, including:
- Call Date: When the call occurred
- Agent: The AI agent or user who handled the call
- From/To: Caller and recipient phone numbers
- Duration: Length of the call
- Appointment: Scheduled date and time of the appointment
- Status: Whether the appointment was confirmed
- Sentiment: Customer sentiment detected during the call (e.g., Positive, Neutral)
- Recording: Access to the call recording for review
- Actions: View more details about each appointment
- Filtering & Search: Filter appointments by agent, date range, or search for specific entries.
- Pagination: Easily navigate through multiple pages of appointment records.
Analytics & Reporting
Call Counts Analysis
- Call Counts Chart - Visual representation of call volume over time
- Trend Analysis - Identify peak calling periods and patterns
- Historical Comparison - Compare performance across different time periods
Call Success Rate Analysis
- Successful Calls - Calls that achieved their intended outcome
- Unsuccessful Calls - Calls that didn’t meet success criteria
- Unknown Status - Calls with unclear outcomes requiring follow-up
Call Direction Distribution
- Outbound Calls - Proactive calls to prospects and customers
- Web-initiated Calls - Calls from web interactions or forms
- Inbound Calls - Calls received from customers and prospects
Customer Experience Insights
- Disconnection Reasons - Analysis of why calls end (user hangup, voicemail reached, etc.)
- User Sentiment Distribution - Customer satisfaction analysis from call interactions
Performance Metrics
- Call Picked Up Rate - Answer rate for outbound calls
- Call Success Rate - Percentage breakdown of successful vs. unsuccessful calls
- Call Transfer Rate - Frequency of calls requiring human intervention
- Voicemail Rate - Percentage of calls reaching voicemail systems
Operational Efficiency
- Average Call Duration Trends - Track how call lengths change over time
- Appointment Tracking - Monitor scheduled meetings and conversion rates over time
- Peak Performance Hours - Identify optimal calling times
