Dashboard
The Dashboard provides a real-time, comprehensive overview of your workspace performance. Monitor calls, track minutes usage, analyze campaign effectiveness, and manage appointments—all from a single, intuitive interface. It's your command center for understanding what's happening across your communication operations.
Common Use Cases
Campaign Monitoring
Monitor new campaign launches in real-time. Watch outbound call counts, answer rates, and minutes usage as campaigns progress. Identify issues early and optimize performance.
Performance Analysis
Analyze trends over time to understand patterns. Compare periods, identify seasonality, and track improvements. Use data to make informed decisions about campaigns and operations.
Capacity Planning
Plan for future capacity by reviewing minutes usage and appointment volumes. Compare current vs. previous periods to forecast needs and adjust plans accordingly.
Issue Detection
Spot problems early by monitoring for sudden drops in call volumes, spikes in failures, or unusual patterns. Use dashboard alerts to catch issues before they impact operations.
Key Benefits
At-a-Glance Overview
See all critical metrics in one place. No need to navigate between multiple pages to understand your workspace performance.
Real-Time Updates
Dashboard metrics update in real-time as calls are made and appointments are scheduled. Always see current, accurate data.
Flexible Filtering
Filter by date range and workspace to analyze specific time periods or isolate data for different brands or teams.
Visual Trends
Charts and graphs visualize trends over time, making it easy to spot patterns, seasonality, and anomalies in your data.
Key Metrics at a Glance
The dashboard displays essential metrics in easy-to-read cards, giving you immediate insight into your workspace activity.
Inbound Calls
Calls received on your purchased phone numbers:
- Call Count: Total number of inbound calls in the selected period
- Total Minutes: Sum of billable call durations for inbound calls
- Useful for tracking customer-initiated contact volume
Outbound Calls
Calls placed via campaigns or manual dialing:
- Call Count: Total number of outbound calls in the selected period
- Total Minutes: Sum of billable call durations for outbound calls
- Track campaign activity and outreach efforts
Active Campaigns
Campaign status breakdown:
- Draft: Campaigns created but not yet launched
- Active: Campaigns currently running and making calls
- Completed: Campaigns that have finished
Appointments
Scheduled appointments during the selected period:
- Upcoming: Appointments scheduled for future dates
- Completed: Appointments that have already occurred
- Cancelled: Appointments that were cancelled
Date & Workspace Filters
Use filters to focus on specific time periods or workspaces for detailed analysis.
Date Range Filter
Select a date range to analyze specific time periods:
Quick Options
- Today: View metrics for the current day only
- 7 Days: View metrics for the last 7 days
- 30 Days: View metrics for the last 30 days
Custom Range
Select a custom date range using the date picker. Perfect for comparing specific periods or analyzing historical data.
Tip: Use custom date ranges to compare periods (e.g., this month vs. last month) or analyze specific campaign windows. The dashboard updates all metrics and charts based on your selected range.
Workspace Selector
Switch between workspaces without leaving the dashboard:
- Use the workspace dropdown in the top-right corner of the dashboard
- Select a different workspace to view its metrics
- All dashboard data updates to reflect the selected workspace
- Perfect for managing multiple brands or teams from one view
Note: Workspace switching is instant. The dashboard remembers your last selected workspace for your next visit.
Charts & Trends
Visual charts below the KPI cards help you understand trends and patterns in your data.
Chart Types
Call Volume Chart
Visualizes call volume over time, showing inbound and outbound call trends. Helps identify:
- Peak calling hours and days
- Campaign impact on call volume
- Seasonal patterns or trends
- Sudden drops or spikes
Appointment Activity Chart
Shows appointment scheduling trends over time. Useful for:
- Tracking booking patterns
- Identifying busy periods
- Planning capacity
- Measuring campaign effectiveness
Metric Definitions
Understanding how metrics are calculated helps you interpret dashboard data accurately.
Key Metrics Explained
Call Count
The total number of call records in the Calls log matching your filters (inbound or outbound). Each call attempt is counted, regardless of outcome (answered, failed, busy, etc.).
Minutes Used
The sum of billable call durations, rounded according to provider rules (typically per-minute billing). Only answered calls contribute to minutes. Failed, busy, or no-answer calls have 0 duration.
Answer Rate
For outbound calls: (Number of calls with status "answered") ÷ (Total outbound calls) × 100%. Higher answer rates indicate better campaign performance and contact list quality.
Average Duration
Total minutes ÷ call count for the selected period. This metric helps assess conversation quality and AI assistant performance. Longer durations may indicate engaging conversations.
Example Use Cases
Monitor a New Campaign Launch
Step-by-Step Process:
- Set Date Range: Select "Today" from the date range filter to focus on current activity.
- Watch Metrics: Monitor outbound call count and answer rate each hour. Look for steady increases as the campaign progresses.
- Check Answer Rate: If answer rate dips below your baseline (e.g., below 30%), investigate immediately.
- Investigate Issues: If problems are detected, go to the Calls log and filter by number, contact state, or campaign to identify root causes.
- Optimize: Use insights to adjust campaign settings, contact lists, or AI assistant prompts.
Capacity Planning
Step-by-Step Process:
- Compare Periods: Use custom date range to compare last 30 days vs. previous 30 days.
- Review Minutes: Check total minutes used in both periods. If usage is consistently approaching plan limits, consider upgrading.
- Analyze Appointments: Review appointment volumes to understand scheduling demand and plan staffing accordingly.
- Adjust Plans: If needed, navigate to Billing & Plans → Plans to upgrade your subscription or adjust plan limits.
- Forecast: Use trend charts to forecast future usage and plan ahead.
Daily Quality Checklist
Use this checklist during daily dashboard reviews to ensure everything is operating smoothly.
Answer Rate Check
Answer rate is above your baseline target (e.g., 30%+). If below, investigate contact list quality or campaign timing.
Average Duration Review
Average call duration aligns with expected script length. Very short durations may indicate issues with AI assistant or messaging.
Failure Rate Monitoring
No sudden spikes in call failures. Check the Calls log for error reasons if failure rates increase unexpectedly.
Minutes Usage
Minutes usage is within expected range. Monitor to avoid exceeding plan limits.
Campaign Status
Active campaigns are progressing as expected. Check campaign status and call volumes match expectations.
Best Practices
Regular Monitoring
- Daily Reviews: Check the dashboard daily, especially during active campaigns. Early detection of issues prevents bigger problems.
- Weekly Analysis: Perform deeper analysis weekly to identify trends and patterns. Compare week-over-week metrics.
- Monthly Planning: Use monthly dashboard reviews for capacity planning and strategic decisions.
Effective Filtering
- Use Date Ranges: Always verify the date range is set correctly. Default views may not show the period you need.
- Workspace Context: Confirm you're viewing the correct workspace, especially when managing multiple brands or teams.
- Compare Periods: Use custom date ranges to compare periods and identify trends or improvements.
Actionable Insights
- Set Baselines: Establish baseline metrics (answer rates, durations) so you can identify when things deviate from normal.
- Investigate Anomalies: When you spot unusual patterns, drill down into the Calls log or Campaigns to find root causes.
- Use Flags: Use flags on contacts and filter downstream pages to validate segmented campaign performance.
Troubleshooting
Metrics look low or zero
Checklist:
- Date range: Confirm the date range filter is set correctly. You may be viewing a period with no activity.
- Active workspace: Verify you're viewing the correct workspace. Switch workspaces if needed.
- Campaign status: Check if campaigns are paused or in draft status. Only active campaigns generate calls.
- Refresh: Refresh the page to ensure you're seeing the latest data.
No inbound calls showing
Checklist:
- Purchased numbers: Verify you have purchased phone numbers in the Numbers section.
- Number status: Ensure numbers are active and not released or suspended.
- Handler configuration: Check that numbers are properly configured with AI assistants or call handlers.
- Twilio configuration: Verify Twilio credentials are correct in Settings and numbers are properly configured in Twilio.
Minutes not updating
Possible Causes:
- Provider delay: Billing may settle after provider callbacks. Wait a few minutes and refresh.
- Call status: Only answered calls contribute to minutes. Failed, busy, or no-answer calls have 0 duration.
- Date range: Ensure your date range includes the time period when calls were made.
- Refresh: Refresh the dashboard to pull the latest data from the database.