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Dashboards and Drilldowns

Dashboards help you spot patterns across many conversations—fast: - trending changes over time, - distributions (buckets), - comparisons across agents/teams/queues (if visible to you).

Common dashboard parts

Time range

Always set the time range first. Many dashboards become misleading if you compare different time windows.

KPI tiles

Examples: - average CSAT, - % negative sentiment, - average QA score, - number of escalations.

Distribution buckets (clickable)

Many metric dashboards show buckets such as: - Very satisfied / Satisfied / Neutral / Dissatisfied, - High / Medium / Low risk, - Promoter / Passive / Detractor.

Buckets are often clickable: - click a bucket → jump to the list of conversations in that bucket.

Trends show whether a metric is improving or worsening.

A useful practice: - click a spike or dip period, - drill down to the conversations that created the change.

How to use drilldowns effectively

  1. Start with a bucket (example: CSAT ≤ 2).
  2. Open 5–10 conversations from the bucket.
  3. Look for repeated drivers:
  4. long hold times,
  5. unresolved issues,
  6. a recurring topic,
  7. a specific product or policy problem.
  8. Turn the finding into an action (coaching, process change, knowledge base update).

Interpreting averages vs distributions

  • Average is good for tracking direction, but it hides extremes.
  • Distribution shows whether the problem is widespread or isolated.

Example: - Average CSAT might stay stable while “Very dissatisfied” increases—distribution reveals the risk early.

Example: CSAT Dashboard

CSAT Dashboard

Figure: CSAT Dashboard showing score distribution, trend over time, and per-user breakdown. Click any bucket to view matching conversations.

Dashboards are automatically created from Custom Fields when the "Dashboard" option is enabled. Each dashboard typically includes:

  • Total/Average value – Overall metric summary
  • Distribution chart – Breakdown by threshold buckets (e.g., Satisfied, Neutral, Dissatisfied)
  • Trend chart – How the metric changes over time
  • Per-user table – Breakdown by agent

Clickable buckets

Click any distribution bucket to drill down to the conversations in that category. This lets you:

  • Review calls that drove a particular score
  • Identify patterns in low-scoring conversations
  • Find coaching opportunities