Theme
Analytics Dashboard
The Analytics Dashboard provides a comprehensive view of contact center performance across all channels and agents. It combines conversation volume, response time, containment rate, and CCaaS-specific metrics into a single scrollable view with charts and tables.
Navigate to the Analytics tab in the sidebar to open this view. The tab requires the analytics.view permission.
Period Selection
A dropdown in the top-right corner controls the time range for all metrics on the page.
| Period | API Range |
|---|---|
| Today | Current calendar day |
| This Week | Last 7 days |
| This Month | Last 30 days |
| This Quarter | Current quarter |
Changing the period triggers a full reload of all dashboard data. An Export button next to the period selector allows you to download the current data set.
KPI Cards
A row of four KPI cards sits at the top of the dashboard. Each card displays a metric icon, label, large value, and a trend indicator comparing against the previous period.
| Card | Description |
|---|---|
| Total Conversations | Total number of conversations in the selected period. Icon: forum (blue). |
| Avg Response Time | Average time from user message to bot or agent response. Icon: schedule (green). |
| Containment Rate | Percentage of conversations resolved without escalation to a live agent. Icon: thumb_up (amber). |
| Unique Users | Number of distinct users who started conversations. Icon: group (purple). |
Each card shows a trend badge:
- Green with up arrow -- The metric improved compared to the prior period
- Red with down arrow -- The metric declined compared to the prior period
The trend badge includes the percentage change (e.g., "+12% vs last period").
Analytics dashboard showing four KPI cards with trend badges for total conversations, average response time, containment rate, and unique users, with channel distribution bar chart, hourly volume chart, CCaaS performance grid, and agent leaderboard table below
Conversations by Channel
A horizontal bar chart shows the distribution of conversations across channels.
| Element | Description |
|---|---|
| Channel name | Label on the left (e.g., WhatsApp, Voice, Web Chat, Email, SMS) |
| Bar | Colored bar whose width represents the channel's share. Colors match the standard channel palette: WhatsApp (#25D366), Web Chat (#2563eb), Voice (#F57C00), Email (#64748b), SMS (#43A047). |
| Percentage | Numeric percentage on the right |
The chart is useful for identifying which channels drive the most volume and whether channel mix is shifting over time.
Hourly Volume
A vertical bar chart displays conversation volume by hour of day.
- Each bar represents one hour (0--23).
- Bar height is proportional to the number of conversations started in that hour.
- Peak hours (70% or more of the maximum) are highlighted in solid blue (#2563eb).
- Non-peak hours use a lighter blue (#93c5fd).
TIP
Use the hourly volume chart to identify peak periods and adjust agent staffing accordingly. If you see consistent spikes at certain hours, consider pre-scheduling additional agents or adjusting queue capacity for those time slots.
CCaaS Performance
A dedicated section labeled CCaaS Performance displays eight contact center metrics in a 4-column grid.
| Metric | Icon | Description |
|---|---|---|
| Service Level % | verified (green) | Percentage of conversations answered within the SLA target |
| ASA (seconds) | timer (blue) | Average Speed of Answer -- mean time from queue entry to agent connection |
| AHT (seconds) | schedule (amber) | Average Handle Time -- mean duration of agent-handled conversations |
| ACW (seconds) | edit_note (purple) | Average After-Call Work -- mean time agents spend on post-conversation tasks |
| Abandon Rate % | call_missed_outgoing (red) | Percentage of conversations where the customer left before being connected to an agent |
| FCR % | check_circle (green) | First Contact Resolution -- percentage of issues resolved without follow-up |
| Occupancy % | groups (indigo) | Agent occupancy rate -- percentage of available time spent handling interactions |
| Transfer Rate % | swap_horiz (gray) | Percentage of conversations transferred between agents or queues |
Each metric card shows an icon, label, and large value. Values display as "--" when data is not yet available for the selected period.
INFO
CCaaS performance data is sourced from the analytics overview endpoint and is populated when conversations are routed through the CCaaS integration layer (Genesys, 8x8, Amazon Connect, or Google CCaaS).
Agent Leaderboard
At the bottom of the dashboard, a table ranks agents by performance.
| Column | Description |
|---|---|
| # | Rank position. The top three positions are color-coded: gold (#f59e0b) for 1st, silver (#94a3b8) for 2nd, bronze (#b45309) for 3rd. |
| Agent | Avatar with initials and the agent's display name |
| Resolved | Number of conversations the agent resolved in the selected period |
| Avg Time | Average handle time per conversation |
| CSAT | Customer satisfaction score as a percentage. Color-coded: green (95%+), amber (85--94%), red (below 85%). |
| AI Usage | Percentage of responses where the agent used AI-assisted suggestions |
The leaderboard displays up to 8 agents, sorted by resolved conversation count in descending order.
Data Sources
The dashboard fetches data from multiple API endpoints in parallel:
| Endpoint | Data Provided |
|---|---|
analyticsApi.getOverview() | KPI card values, trend data, and CCaaS metrics |
analyticsApi.getChannels() | Channel distribution breakdown |
analyticsApi.getHourly() | Hourly conversation volume |
dashboardApi.getAgents() | Agent performance data for the leaderboard |
All endpoints accept a date_range parameter that maps to the selected period.
Related Pages
- Quality & QA -- QA scoring, evaluations, and scorecard management
- Conversation History -- Search and review past conversation transcripts
- Live Monitor -- Real-time agent monitoring and supervisor controls