Analytics dashboards
The Overview tab charts trends across many calls, with widget fields, starter dashboards and the source filter.
The Overview tab is a dashboard grid of charts scoped to this agent. It answers the questions a single transcript cannot: how busy is the agent, how long are calls running, how often do they succeed, and how fast is it responding. A source filter on the control bar switches the grid between production, test, eval and all calls. To read one call instead, see Calls.
How a widget is built
Each widget is a chart built from one data field, bucketed by a group and reduced by an aggregation.
| Choice | Options |
|---|---|
| Data field | Duration, success, outcome, sentiment, latency, topic, call-ended reason, and others. |
| Group | Day, week, hour, agent, outcome, sentiment, topic, and others. |
| Aggregation | Count, average, sum, median (p50), p95. |
Chart types include line, bar, stacked bar, pie, KPI tiles and lists.
Data field latency
Group day
Aggregation median (p50)
Chart lineStarter dashboards
Add a widget yourself, or apply a starter dashboard that ships a themed set in one click. For example:
- Operations: call volume over time, by hour and by agent, plus average duration and top topics.
- Quality and outcomes: success rate and its trend, outcome mix, sentiment, drop-off points and review coverage.
- Performance and latency: median (p50) and p95 latency with average call duration over time.
- Executive at-a-glance: the headline numbers (total calls, average duration, median latency) with a weekly trend.
Where the latency numbers come from
Response latency and time-to-first-audio are measured by the runtime on every call. Latency surfaces as a chartable field here (the Performance and latency dashboard plots p50 and p95). The full per-stage waterfall is on each call's detail page and the Evals scoring views.