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The Dashboard gives you an at-a-glance view of your entire itellicoAI deployment. Add, remove, reorder, and resize widgets to build the view that matters most to your team. Track key metrics over time, identify trends, and measure the impact of changes. Access: Navigate to Dashboard in the main menu.
New accounts may show a getting-started panel until the first test conversation exists. After that, the dashboard opens directly to the live widget layout.

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Date Range Filter

All widgets respond to a shared date range selector in the toolbar. Choose from seven presets:
PresetDescription
TodayCurrent day only
Last 7 daysRolling seven-day window
Last 14 daysRolling fourteen-day window
Last 30 daysRolling thirty-day window (default)
Last 90 daysRolling ninety-day window
This monthCalendar month to date
Last monthPrevious full calendar month

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Widget Templates

The dashboard includes 12 widget templates organized into three groups. Each template uses a specific chart type and data dimension.

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Key Metric Widgets

Single-value cards that surface your most important numbers at a glance.

Today's Conversations

Track total conversations handled today

This Week's Conversations

Track conversations started during the last seven days

All-Time Conversations

Track total conversations across the account

Goal Achievement Rate

Track the percentage of conversations meeting their configured goals

Average Duration

Show the average time per conversation across the selected date range

Voice Minutes

Show total voice minutes used across conversations

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Trend Widgets

Time-series charts that reveal patterns over the selected date range.

Conversation Trends

Show daily conversation volume over time

Channel Breakdown

Break down conversations by communication channel

Agent Performance

Compare conversation counts by agent

Status Breakdown

Break down conversations by completion status

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Table Widgets

Tabular views for drilling into agents and recent conversations.

Agent Leaderboard

View detailed agent statistics in a sortable table

Recent Conversations

Review the latest conversations with status, channel, duration, contact, and goal result

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Customizing Your Layout

Enter edit mode to add, remove, reorder, and resize widgets.
1

Enter edit mode

Click the Customize button in the toolbar. Widget controls become visible and the button label changes to Done.
2

Add widgets

Click Add Widget to open the widget picker. Every template is listed with a Switch toggle — flip it on to add the widget to your dashboard.
3

Drag to reorder

Grab a widget by its drag handle and move it to a new position. Other widgets reflow automatically.
4

Resize widgets

Drag the handle in the bottom-right corner of any widget to resize it. Minimum dimensions vary by widget type.
5

Remove widgets

Click the X button on a widget’s edit overlay to remove it from the dashboard.
6

Exit edit mode

Click Done to lock your layout. The dashboard saves your layout changes automatically.
Click the Reset button (restore icon) in the toolbar at any time to return every widget to its default size and position. Use the Refresh button to reload all widget data — the dashboard also auto-refreshes every 30 seconds.

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Key Metrics

Use these benchmarks to interpret your dashboard data and decide what to fix.
What it measures: Percentage of conversations where configured goals were achievedTarget benchmarks:
  • Excellent: above 85%
  • Good: 70–85%
  • Needs improvement: below 70%
How to improve:
  • Review failed conversations to spot patterns
  • Add missing knowledge for common failure reasons
  • Refine goal definitions for accuracy
  • Update your prompt to handle edge cases
Configure goals in Analytics in your agent editor. See Conversation Goals.
What it measures: Percentage of campaign contacts who answered the phoneTarget: Varies by industry (30-60% typical)How to improve:
  • Use the answer rate heat map widget to find best calling times
  • Update business hours to focus on high-performing windows
  • Avoid early mornings, late evenings, and weekends unless data supports it
  • Test different days/times for your specific audience
Only available for campaigns. View in campaign Dashboard tab. See Campaign Management.
What it measures: Mean length of all conversationsTarget: Varies by use case (2-4 min support, 3-8 min sales, 1-3 min booking)How to interpret:
  • Increasing: The agent may be too verbose, retrieving knowledge slowly, or handling more complex issues
  • Decreasing: Agent more efficient OR dropping calls early
  • Stable: Consistent performance
How to improve:
  • Shorten agent responses (remove repetitive phrases)
  • Reorganize your knowledge base for faster retrieval
  • Streamline conversation flow (ask for info upfront)
  • Create shortcuts for frequent scenarios
What it measures: Total voice minutes used during the selected date rangeTrack trends over time to spot usage increases, capacity needs, and changes in caller behavior.

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Next Steps

Conversations

Go beyond metrics — review specific calls in detail

Conversation Goals

Configure goals to track what matters for your use case

Gather Insights

Set up custom questions to extract structured insights

Campaign Management

View campaign-specific dashboards and reporting