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Dashboards for Metrics

Dashboards help teams monitor trends and drill down into conversations that need attention.

In MiaRec, dashboards are typically powered by Custom Fields populated by AI Tasks.

Common dashboard patterns

  • Distribution buckets (e.g., CSAT: Very Dissatisfied → Very Satisfied)
    Useful for quickly finding “bad” conversations.
  • Trend over time (e.g., average CSAT daily/weekly)
  • Breakdowns by team/queue/agent/channel (depending on permissions and metadata)

Creating dashboards from Custom Fields

Some Custom Fields can automatically create a dashboard when enabled (e.g., “Create a dashboard for this metric”).

Menu path for the field: Administration > Customization > Custom Fields

Recommended settings (for numeric metrics): - aggregation: Average - thresholds: configured for bucket labels and colors

Expected result

The dashboard displays: - average value - distribution buckets (clickable) - trend chart

Clickable buckets (drilldowns)

When thresholds are configured, users can click a bucket (e.g., “Dissatisfied”) to navigate to a conversation list filtered by that bucket.

This enables workflows such as: - review all CSAT ≤ 2 calls - identify top drivers using explanations - assign coaching actions

Dashboard governance tips

  • Keep definitions stable (avoid frequent prompt changes) or document changes clearly.
  • Use consistent thresholds across teams.
  • Create "operational dashboards" (daily triage) and "executive dashboards" (weekly trends).

Dashboard access

Dashboards are accessible from the Speech Analytics section of the main navigation. Dashboard visibility is controlled by user roles and permissions configured by your administrator.

CSAT Dashboard

Figure: CSAT Dashboard showing score distribution, trend over time, and per-user breakdown.

Dashboard components

Each metric dashboard typically includes:

  • Summary tiles – Total count and average/aggregate value
  • Distribution chart – Breakdown by threshold buckets (clickable for drilldown)
  • Trend chart – How the metric changes over time
  • Per-user table – Breakdown by agent for coaching and comparison