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The Dashboard gives you quantitative insights into agent performance. Track key metrics over time, identify trends, and measure the impact of changes. Access: Navigate to Dashboard in the main menu, or check campaign-specific metrics in Campaigns → [Campaign] → Dashboard and Reporting tabs

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Key Metrics

What it measures: Percentage of conversations where configured goals were achievedTarget benchmarks:
  • ✅ Excellent: >85%
  • 👍 Good: 70-85%
  • ⚠️ Needs improvement: <70%
How to improve:
  • Review failed conversations to spot patterns
  • Add missing knowledge for common failure reasons
  • Refine goal definitions for accuracy
  • Update instructions to handle edge cases
Configure goals in Agent Settings → Analytics → Goals. 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 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 under Answer Rate Heat Map.
What it measures: Percentage of conversations transferred to humansTarget benchmarks:
  • ✅ Excellent: <15%
  • 👍 Good: 15-25%
  • ⚠️ Needs improvement: >25%
How to improve:
  • Review transcripts that led to transfers
  • Add knowledge or actions to handle common transfer reasons
  • Update instructions to handle more scenarios in automation
  • Set clearer criteria for when transfers are appropriate
Note: Some transfers are expected (e.g., legal questions, escalations). Focus on reducing unnecessary transfers.
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: Agent may be verbose, slow knowledge retrieval, or handling complex issues
  • ⬇️ Decreasing: Agent more efficient OR dropping calls early
  • 📊 Stable: Consistent performance
How to improve:
  • Shorten agent responses (remove repetitive phrases)
  • Optimize knowledge base structure
  • Streamline conversation flow (ask for info upfront)
  • Create shortcuts for frequent scenarios
What it measures: Percentage of triggered actions that execute successfullyTarget benchmarks:
  • ✅ Excellent: >95%
  • 👍 Good: 90-95%
  • ⚠️ Needs improvement: <90%
Common failures:
  • API endpoints down or slow
  • Authentication failures
  • Incorrect parameters
  • Network timeouts
How to improve:
  • Monitor API health and response times
  • Improve parameter extraction instructions
  • Add retry logic for transient failures
  • Better error handling in actions
What it measures: Percentage of conversations that complete normally (vs drop/error)Target: >95%Low completion indicates:
  • Technical issues (audio, connectivity)
  • Poor user experience causing hang-ups
  • Confusing conversation flow
  • Long wait times or latency issues
What it measures: Average cost to handle one complete conversationTypical ranges:
  • Simple Q&A: 0.10−0.10 - 0.30
  • Support: 0.20−0.20 - 0.50
  • Sales: 0.40−0.40 - 1.00+
Cost components:
  • LLM inference (40-60%)
  • Text-to-Speech (20-35%)
  • Speech-to-Text (15-25%)
  • Knowledge operations (small %)
Track trends over time to spot cost increases and measure optimization impact.

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Filters and Date Ranges

Use filters to analyze specific slices of your data: Date Range:
  • Today, Yesterday, Last 7 days, Last 30 days
  • This month, Last month
  • Custom range
Agent Filter: Isolate performance of specific agents or compare multiple Phone Number Filter: Track calls to/from specific numbers Status Filter: Filter by outcome (completed, failed, transferred) Campaign Filter: For campaign calls, filter by campaign name

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Campaign Dashboard & Reporting

For outbound campaigns, each campaign has Dashboard and Reporting tabs with campaign-specific insights:

Answer Rate Heat Map

Weekly heat map showing answer rates by hour and day. After 50-100 calls, use this to identify the best calling times and optimize your business hours configuration.

Goal Performance

Track campaign goal achievement rates per contact. See which contacts completed objectives and analyze success patterns.

Contact Analytics

Per-contact metrics combining all conversations, status history, and analysis results for comprehensive insights.

Call Volume

Monitor call attempts, connection rates, and contact progression over time.

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Dashboard Exports

Export data for deeper analysis: From Dashboard (Conversations):
  • Export filtered conversation data
  • Choose CSV or Excel format
  • Include transcripts, goals, actions, costs
From Campaign Dashboard/Reporting:
  • Export campaign performance summary
  • Export contacts with all conversation data
  • Choose XLSX, CSV comma, or CSV semicolon format
See Review Conversations for details on what’s included in exports and how to use them.

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Weekly Review Routine

Make dashboard review a habit:
1

Check for anomalies

Look for sudden drops or spikes in any metric. Did something change recently?
2

Compare to last week

Are metrics trending up or down? What changed between periods?
3

Dig into outliers

If a metric is off, switch to Conversations view to review specific calls and understand why.
4

Adjust based on data

Use insights to update instructions, knowledge, business hours, or actions. Test changes and monitor impact next week.

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Metric Combinations

Look at metrics together for deeper insights: Goal Achievement + Transfer Rate:
  • Low goals, high transfers → Agent can’t handle scope
  • High goals, low transfers → Excellent automation ✅
  • Low both → Fundamental issues
Duration + Goal Achievement:
  • Long duration, high goals → Thorough but slow
  • Short duration, high goals → Efficient and effective ✅
  • Long duration, low goals → Struggling to help
  • Short duration, low goals → Failing fast
Action Success + Goal Achievement:
  • High action success, high goals → Actions driving success ✅
  • Low action success, low goals → Broken integrations hurting outcomes

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Best Practices

Dashboard shows what’s happening. Conversations view shows why. Use both.
Run for 1-2 weeks to establish baselines. Then make one change at a time and measure impact.
Don’t rely solely on dashboard. Export monthly for records and trend analysis in Excel or BI tools.
Measurement without action is wasted. Set improvement targets, make changes, test, iterate.

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Next Steps

Review Conversations

Switch from metrics to qualitative: dig into specific calls

Conversation Goals

Configure goals to track what matters for your use case

Post-Call Analysis

Set up custom questions to extract structured insights