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Dashboards overview

The Dashboard page turns thousands of individual conversations into an at-a-glance picture of your organization: how many conversations happened, how customers felt, what they talked about, and how your customer-experience metrics are trending. From any aggregate number you can drill down to the underlying conversations.

Dashboard overview

The organization-level dashboard. Notice the toolbar (date range, compare toggle, filters) and the row of tabs — one tab per analytics view, including a tab for each metric enabled for dashboards (such as CSAT and NES).

Where you land

Opening Dashboard from the navigation menu shows the widest view your access allows:

  • Supervisors and administrators land on the organization-level dashboard, covering the groups they manage.
  • Agents land on their personal dashboard, covering their own conversations only.

Dashboard scopes

Dashboards exist at four levels, connected by drill-down:

  • Organization — all data you have access to, with a per-group breakdown.
  • Group — one team's data, with a per-user breakdown.
  • User — one person's conversations.
  • Topic — conversations that matched one topic.

The tab model

Each dashboard is organized into tabs. At the organization level you can see:

  • Overview — conversation volume and duration metrics. See Conversation metrics.
  • Sentiment and Sentiment Heatmap — sentiment distribution and daily patterns. See Sentiment.
  • Topics — what your customers talk about. See Topics.
  • Metric tabs — one tab per AI-scored metric your organization has enabled for dashboards, such as CSAT or NES. See CX metric dashboards.
  • Conversations — the list of conversations behind the numbers, honoring the selected period and filters. See Conversation metrics.

Deeper scopes show fewer tabs — a user-level dashboard, for example, has Overview and Conversations tabs, with a sentiment summary panel on the overview.

Info

The exact set of tabs depends on your organization's subscription and configuration. Sentiment and topics tabs require Conversation Analytics; metric tabs appear only for custom metrics your administrator has enabled for dashboards.

The toolbar

Every dashboard shares the same toolbar:

  • Date range — the period the metrics cover.
  • Compare to previous period — adds period-over-period changes to the metrics.
  • Add filters — narrows the data by criteria such as call direction or duration.
  • Search — applies your date range and filter changes.

See Filtering dashboard data.

Note

Dashboard metrics are computed in the background. When you open a dashboard or change the period, a panel may show a loading state for a few moments before the numbers appear.

Next steps