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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:

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🤖 AI Analytics

AI agent performance and call intelligence

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📞 Dialer Analytics

Traditional dialer call metrics and ratios

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💬 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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📈 Key Metrics

Monitor essential AI performance indicators with real-time updates:

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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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📞 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.

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🎛️ 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.

Agent Filter

• 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.”

Filter Button After setting your filters, click Filter. While your data loads, you’ll see a friendly “Please wait. Action in process…” message—then, you’re ready to go!

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📊 Explore Dashboard Insights

Each time you filter, you’ll see updated, easy-to-read sections:

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🥧 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).

Example:

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📋 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.
  Outbound Calls:
  • 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).
  These stats are visualized in a central “Total Outbound” circular chart, with each metric shown clearly around it. Inbound Calls (FOP Inbound):
  • 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.
  Presented in a “Total Inbound” circular chart, each metric—Missed, Answered, and Voicemails—has its own figure, allowing for an immediate understanding of inbound call disposition. Review of Calls:
  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.

These visuals and breakdowns match the dashboard, providing a comprehensive glance at both outbound and inbound call performance for your team.

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🎯 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.

Examples:

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🧮 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.

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🔄 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.

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💬 SMS Analytics

The SMS Analytics section provides insights into message delivery and engagement performance.

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📊 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

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🚀 SMS Performance Overview

🚧 Coming Soon: Detailed SMS analytics dashboard with comprehensive performance metrics and delivery analytics.

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🔧 Troubleshooting

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❌ 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

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🔄 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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