The Dashboard is the first page you land on. The top half counts what happened — calls, messages, minutes. The bottom half is AI Conversation Insights: what your customers actually talked about, how happy they were, and which conversations need a human.
Nothing here needs setting up. It fills itself as your agents work.
Before you start
- An empty dashboard is normal on a new account. Numbers appear after your agents handle their first conversations — see Agents.
- Insights need a little longer than the counters: an analysis is only generated once a conversation has been quiet for a while.
Steps
- 1
Filter to one agent, or keep them all
Top right there are two dropdowns. The first picks the agent — All agents by default, and there is a search box once you have many. The second picks the period: Last day, Last week, Last month or Last 6 months.
Every number and chart below obeys both.
The dashboard header with the agent and period filters - 2
Read the volume cards
The cards count the period you selected: Number of calls, Average duration and Total min for voice, plus a card per message channel — Email, WhatsApp, Instagram, Messenger.
Click a card to redraw the chart underneath for that metric.
"No data available for selected period" under the chart means the filters found nothing — usually the period is too short, or the agent you picked has not run yet.
- 3
Check the AI insights
Four figures summarise the conversations themselves:
Figure What it tells you Avg. Conversation Score How well the agent handled things overall Resolution Rate Share that the AI closed without a human Churn Risk Conversations where the customer sounded like leaving Upsell Conversations where a sales opportunity showed up A red banner reading Negative sentiment spike detected means today's negative conversations are well above your normal daily average. Open Conversation Histories, filter to today, and read the negative ones — something changed.
- 4
Dig into what they talked about
Below the figures: Sentiment Distribution (positive / neutral / negative), Top Intents (why people got in touch), Channel Comparison, Top Topics and Frequently Asked Questions.
The FAQ list is the most useful one — anything appearing often is worth adding to the agent's knowledge base so it stops improvising.
Read the FAQ list once a week and move each recurring question into Agent Resources. It is the cheapest way to raise your resolution rate.
- 5
See which agents carry the load
Most called agents lists agent name, call minutes and last call time. See all agents opens the full list.
Good to know
- The counters and the insights come from different places, so a brand new conversation shows in the counters immediately but in the insights later.
- No conversation analyses yet is not an error — the AI waits for a conversation to go idle before analysing it, so it can read the whole exchange at once.
- The language breakdown at the bottom shows which languages your customers wrote in. If a language you do not support keeps appearing, add it to the agent's languages.
- The sun/moon button in the top bar, next to the language picker, switches the whole panel between light and dark. Your choice is remembered on this browser and applies to every page.