Analytics dashboard and KPIs

Analytics dashboard

Go to Analytics in the Insights section of the sidebar.

KPI cards (top row)

Four key metrics for the selected period, each with a comparison to the prior period:

• Total calls - Number of calls received

• Average call duration - Mean call length

• Appointments booked - Number of bookings made

• Escalation rate - Percentage of calls transferred to a human

Period selector

Switch between: 7 days, 30 days, 90 days, this month, or this year.

Charts

• Call volume trend - Line chart showing daily call counts

• Outcome breakdown - Pie chart: Answered, Escalated, Missed, Declined

• Peak hours - Bar chart showing call distribution by hour of day

• Agent comparison - Bar chart comparing call volume across agents

Agent filter

Drill down to a single agent's metrics by selecting it from the filter.

Export

Export analytics data to CSV for external analysis.

Agent-level analytics

Each agent also has its own Analytics sub-page showing the same KPI cards and charts scoped to that agent. Active agents show KPI tiles (last 30 days with deltas) directly on the overview page.