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🌐 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.

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📊 Dashboard Analytics

Transform your call center insights with powerful analytics that drive performance optimization

The 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.

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🎯 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

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🧭 Navigation Access analytics through the main navigation sidebar:

1. Navigate to Dashboard → Analytics
2. 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.

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🤖 AI Analytics

The AI Analytics section provides comprehensive insights into AI agent performance and call intelligence.

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📞 Number Status Overview

Monitor and manage your phone number health with comprehensive spam detection and status tracking

The 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. 📈 Visual Overview The chart displays all phone numbers you have purchased.

• 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.

The donut chart and breakdown help you quickly see which numbers are available for use, which need review, and your overall record. 📋 Detailed Management Numbers that are flagged as spam or identified as problematic are displayed in a detailed table below. AI Spam Numbers Details Table

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🎛️ Filters

The Transfers by Agent chart respects your dashboard filters:

• Agent Filter: View all agents or select a specific agent
• Date Range: Choose from Today, Yesterday, This Week, Last 7/30 Days, This Month, Last Month, or Custom dates
• Custom Date Range: Select your own start and end dates, then click Filter

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🔍 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

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📈 Key Metrics

Monitor essential AI performance indicators with real-time updates:

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🔄 Call Transfers By Agent

Track and analyze when your AI agents transfer calls to human representatives

A call transfer occurs when your AI agent hands off a call to a human representative or another phone number. This happens when callers request human assistance, complex issues arise, or your transfer criteria are met.

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The Transfers by Agent chart shows which agents are transferring the most calls using a doughnut chart visualization. Reading the Transfers by Agent chart: How to interpret:

• If “Agent Sarah” has the largest segment, she transferred the most calls.
• Smaller segments indicate agents with fewer transfers.
• Hover over any segment to see exact numbers.

How to view transfer details:

1. Click directly on a colored segment of the doughnut chart,
2. Select an agent’s name from the legend below the chart,
3. Or, if there are many agents, click the “+X more” link and pick an agent from the expanded list.

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🔍 Transfer Details

When you click on an agent, the Transfer Details modal opens showing all transfer records for that agent. Table columns: Table features:

• Search: Find specific calls using the search box
• Sort: Click column headers to sort
• Pagination: Navigate through pages
• Entries: Choose 10, 25, 50, or 100 rows per page

The Call Details modal, as shown below, provides an in-depth view of a transferred call record: What you’ll see in the Call Details modal:

• Call info panel: Displays agent name, call date and time, duration, direction (inbound/outbound), source and destination numbers, and appointment info (if available).
• Call Analysis: Highlights whether the call was successful, sentiment classification (Positive, Neutral, or Negative), and the reason for call hangup (e.g., “Call Transfer”).
• Recording player: Listen to a real call audio file right in the modal—press play to review the interaction.
• Summary: A concise text explanation of what happened during the call, such as who the user was transferred to and what actions the agent took.
• Transcription: Read a detailed, line-by-line transcript of the call so you can quickly scan how the conversation unfolded.

This detailed call modal helps supervisors and analysts review agent performance, audit the quality of transfers, and understand both outcome and customer experience—offering transparency and actionable insights for every recorded transfer call.

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📞 Dialer Analytics

Transform your call center insights with powerful analytics that drive performance optimization

The Dialer Dashboard is your central hub for monitoring and analyzing call performance across your team. It provides real-time insights, historical trends, and detailed analytics to help you make data-driven decisions. How to Access:

1. Navigate to Dashboard from the sidebar
2. Click on “Dialer” tab at the top
3. Start exploring your call analytics!

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🔍 Filters & Controls

Located at the top of the dashboard, these powerful filters control what data you see across ALL tabs. Master these controls to unlock deep insights into your team’s performance.

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📅 Date Range Filter

Choose from quick shortcuts or create custom date ranges: How to Use Custom Dates:

1. Select “Custom dates” from dropdown
2. Choose your Start Date from the calendar
3. Choose your End Date from the calendar
4. Click “Filter” button to apply changes

💡 Pro Tip: Use custom dates for specific campaign periods, quarterly reviews, or comparing performance across different timeframes.

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👥 Agents Filter

Select which team member’s data you want to view:

• All → Combined data for entire team (team overview)
• Individual Agent → Specific person’s performance (individual coaching)

Special Cases:

• Solo users: The dropdown hides itself (you’ll always see your own data)
• No team yet? The dropdown will show “Team Not Setup”

🔘 Filter Button After making any changes to filters, click “Filter” to update all dashboard data instantly. While your data loads, you’ll see a friendly “Please wait. Action in process…” message—then you’re ready to explore!

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📈 Top Statistics Cards

Six key metrics displayed at the top provide an instant performance overview at a glance. These cards update automatically based on your selected filters.

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📊 Metric Breakdown

📞 1. Total Calls

• Label: Changes dynamically based on filter (e.g., “Today”, “This Week”, “Last Month”)
• Use Case: Track daily, weekly, or monthly call volume trends

👥 2. Active Dialers

• Details: Shows idle and break counts
• Definition: Active = Made a call in last hour
• Use Case: Monitor team availability and engagement

⏱️ 3. Avg Talk Time

• Format: MM:SS (minutes:seconds)
• Use Case: Measure conversation quality and efficiency

📈 4. Connection Rate

• Details: Shows total number of connects
• Formula: Connected Calls ÷ Total Calls × 100%
• Higher = Better performance
• Use Case: Track call success rate and campaign effectiveness

📅 5. Appointments Set

• Details: Shows conversion rate percentage
• Based on: Disposition marked as “Appointment”
• Use Case: Measure booking success and conversion rates

🔄 6. Live Transfers**

• Details: Shows transfer rate percentage
• Use Case: Monitor support escalation and team collaboration

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⭐ Call Quality Tab

The Call Quality tab provides a detailed breakdown of your call performance with visual charts and comprehensive metrics. This is your go-to view for understanding call distribution and success rates.

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🥧 Call Ratio at a Glance

A colorful circle chart instantly shows your team’s ratio of incoming vs. outgoing calls—complete with percentages and total call counts. What You’ll See:

• Incoming Calls: All calls received (answered, missed, voicemail)
• Outgoing Calls: All calls made (connected/unanswered)
• Visual Balance: Instantly see if you’re making more calls or receiving more

📤 Outbound Calls Section Displays comprehensive statistics for calls you made: Three Key Metrics: Visual Chart: Interactive breakdown of outbound call distribution with clear visual indicators. 📥 Inbound Calls Section Shows incoming call performance and response rates: Three Key Metrics: Visual Chart: Clear breakdown of inbound call types with percentage distribution. 📊 Daily Call Volume Chart Track call activity patterns over time:

• What it shows: Number of calls per day
• Timeline: Intelligently adapts to your date range
  • Short ranges: Daily breakdown (day by day)
  • Long ranges: Monthly breakdown (month by month)
• Smart Labels: Automatically shows years when viewing multiple years
• Use Case: Identify peak calling days and activity patterns

📈 Connection Rate Trend Chart Monitor success rates over time to identify trends:

• What it shows: Success rate over time
• Metric: Percentage of answered calls
• Trend Analysis: Helps identify performance patterns
• Use Case: Track improvement or decline in connection rates

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🚀 Performance Tab

The Performance tab shows intelligent charts that adapt based on your selected date range. These adaptive visualizations help you understand trends and patterns across different time periods. 🧠 Smart Adaptive Chart This intelligent chart automatically adapts its display based on your selected date range: Chart Behavior by Time Range:

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📊 Three Performance Lines

The chart displays three key metrics simultaneously:

1. 🟣 Purple Line (Call Minutes)
   • Total talk time in minutes
   • Measures conversation duration
2. 🟢 Green Line (Appointments)
   • Number of appointments set
   • Tracks booking success
3. 🟠 Orange Dashed Line (Connection Rate)
   • Success percentage
   • Shows call answer rate

📐 Dual Y-Axes System Left Axis: Minutes & Appointments (0-100 scale) Right Axis: Connection Rate (0%-100% scale) This dual-axis design allows you to compare different metrics on the same chart without losing detail. 🎯 How to Read the Chart

• Hover over any point to see exact values
• Compare trends across different metrics
• Identify peak performance periods
• Spot correlations between metrics

💡 Pro Tip: Look for patterns where high call minutes correlate with high appointments—this indicates effective conversations leading to bookings.

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📋 Power Lists Tab

Easily track performance and progress across all your power lists with clear analytics and completion tracking. This section helps you monitor which lists are performing, spot bottlenecks, and manage campaign completion—right from a single dashboard.

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🔹 Power List Performance

• Search and filter through all Power Lists with the search bar at the top right and filter button for quick access.
• Each Power List row or card displays:
  • List Name (e.g., “dev1”)
  • Progress Bar — shows how many contacts have been reached, both numerically (“X / Y”) and as a percentage, with a solid progress indicator.
  • Status Badge — visually shows if the list is active or completed.
  • Key Metrics for each list:
    • Total Calls — How many calls have been made on this list.
    • Connection Rate — Shows the success percentage (e.g., “56.3%”).
    • Avg Call Time — Average call length for the list (e.g., “0:31”).
    • Connected — Number of successful/connected calls.
• Quickly review progress, completions, and campaign health at a glance.

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📊 Power List Analytics Get a summary of performance for all power lists in your dashboard with dedicated analytics cards.

• Each metric is shown in its own card for quick visual reference:

  Metric	Value Example	Description
  Total Calls	16	Total calls placed to all power lists combined
  Connection Rate	56.3%	Percent of calls that reached and connected
  Appointments	0	Total appointments booked from these calls
  Avg Call Duration	0h 8m	Average call duration in hours/minutes
  Conversion Rate	56.3%	Percentage of converted leads/calls
  Live Transfers	0	Number of calls transferred to a human
  Total Talk Time	0h 8m	Combined talk time across all calls (formatted xh ym)
  Contacts Remaining	47	Number of un-contacted leads left in all lists

• All values update according to your selected date range and filter options at the top of the page.
• Cards provide a clear overall campaign health metric so you can act quickly if engagement is dropping.

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How to Use:

• Use the search and filter bar to quickly narrow down large numbers of power lists.
• Progress bars and status indicators help you prioritize which campaigns need attention.
• Use analytics totals to spot trends and address low-connection or low-conversion lists.

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📊 Dispositions Tab

Visual representation and detailed breakdown of call outcomes to understand what happened after calls ended. This tab helps you analyze call results and identify patterns in customer responses. 🥧 Disposition Breakdown Chart (Pie Chart) Beautiful visual representation of call outcomes with color-coded segments. What it shows:

• ✅ Percentage distribution of each disposition
• ✅ Color-coded segments for easy identification
• ✅ Total count for each outcome
• ✅ Interactive hover details

Common Dispositions:

• 📅 Appointment Set → Successfully booked appointments
• 🔄 Live Transfer → Calls transferred to specialists
• 📞 Call Back → Scheduled follow-up calls
• ❌ No Answer → Unanswered calls
• 👎 Not Interested → Declined offers
• 📧 Voicemail → Messages left

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🧮 How Are These Numbers Calculated?

Understanding the calculations behind your metrics helps you interpret the data accurately and make informed decisions. 📊 Calculation Formulas

💡 Note: All calculations are based on your selected date range and agent filter settings.

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🔄 Real-Time Automatic Updates

Experience seamless, instant data updates without manual refresh. How It Works:

• ✅ Automatic Updates: Get fresh data the moment you switch any filter
• ✅ Instant Refresh: Select another agent or date range for immediate updates
• ✅ Progress Indicator: See a helpful “Please wait. Action in process…” message
• ✅ No Reload Needed: Everything updates instantly in the background

💡 Pro Tip: The dashboard updates in real-time, so you always see the most current data without clicking refresh.

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🏅 Leaderboard

Gain live insight into your team’s achievements by reviewing rankings, comparing activity, and celebrating standouts. Use this tab to cultivate a culture of recognition and healthy competition, while identifying strengths and coaching opportunities across your workforce.

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🎚️ Versatile Filtering & Display Controls

Filter Criteria

• By Disposition: Identify agents most effective at setting appointments or progressing leads.
• By Dialer Activity: Highlight those consistently engaging in call outreach.
• By Subscription: Drill down to monitor performance by subscription tier or plan segment.

Presentation Modes

• Board (Card) View: Intuitive, engaging agent cards with profile photos and quick stats—great for shoutouts and visual leaderboards.
• List (Table) View: Condensed tabular format for advanced comparison, easy scanning, and quick sorting.

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👤 What’s on Each Agent Card (Board View)?

Agent cards in the Board View surface key information for rapid assessment and motivation:

• Agent’s Name & Photo: Foster personal recognition and team spirit.
• Status Lights: Instantly see if someone is Online 🟢, Busy (On Call) 📞, or Offline ⚫.
• Total Calls Initiated: Activity count for the chosen date range.
• Primary Metric: Displays the value most closely linked to your selected leaderboard filter (e.g., appointments, calls, minutes).
• Current Rank: See their live position on the leaderboard.
• Achievements & Badges: Quickly acknowledge top daily/weekly/monthly performers (if available).

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📦 Data Export & Sharing Made Simple

Need to work with the data outside the dashboard? Just click “Export” to instantly download all leaderboard stats as a ready-to-use Excel spreadsheet. You can use exported data to:

• Generate detailed performance reviews and custom reports
• Distribute insights to managers, stakeholders, or team members
• Maintain historical archives for tracking progress
• Dive deep with your own spreadsheets and analysis tools

Tip: Use Excel’s pivot tables or Google Sheets to create custom charts, analyze trends, or merge with other KPIs for broader business intelligence!

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💬 SMS Analytics

See how your SMS is performing: how many you sent, how many were delivered, failed, or replied to, and how that changes over time.

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🎯 What You See Here

• Top: Filters (date, agent, provider, phone number, powerlist) so you can narrow the data.
• Middle: Four numbers — Sent, Delivered, Failed, Replies — that update when you change filters.
• Bottom: Charts (pie, donut, line) showing volume, delivery rate, and outbound vs inbound.

Open Dashboard → Analytics → SMS tab. It loads with Today by default.

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🎛️ Filters (Top of Page)**

• 📅 Date Range — Today, Yesterday, This Week, Last 7/14/30 Days, This Month, Last Month, or Custom dates (then use Start/End date).
• 👥 Agents — All, Company, or a specific agent (options depend on account type).
• 📱 Provider — All, Ai Sync, Twilio, or Ai Sync V2. Changing this updates the Phone Number list.
• 📞 Phone Number — All numbers or one number; list depends on the provider you chose.
• 📋 Powerlist — All lists or one list; then click Filter to apply.

Changing any filter refreshes the dashboard automatically.

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📊 The Four Numbers (Statistics Cards)

• 📤 Sent SMS — Total messages sent in the selected period.
• ✅ Delivered — How many reached the recipient.
• ❌ Failed — How many did not deliver.
• 💬 Replies — How many incoming messages you got.

These four cards always show data for your current filter choices.

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📈 Charts (Performance Overview)

• 🥧 Pie chart — Split of Sent, Delivered, Failed, Replies (with counts).
• 📤 Outbound — Donut: messages you sent, by delivered vs failed.
• 📥 Inbound — Donut: messages you received, by status.
• 📉 Daily volume — Line graph: how many SMS per day (hover for exact count).
• 📈 Delivery rate trend — Line graph: % delivered per day; Average Rate shown on the right.

Hover on chart points to see exact values.

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📖 Quick Definitions

• Sent = Left your system; Delivered = Reached the recipient’s phone. A message can be Sent but not yet Delivered.
• Outbound = You sent it; Inbound = You received it (replies).
• Statuses: Delivered (reached), Failed/Undelivered (didn’t reach), Pending (in transit), Sent (submitted).

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📋 In Short Use the SMS tab to see sent vs delivered vs failed vs replies, and how that changes by date, agent, provider, or number. All numbers and charts update when you change filters.

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🔧 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

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