Build custom Retell analytics dashboards to track call and chat metrics like success rate, latency, cost, and concurrency, with charts, filters, and breakdowns.
The Analytics dashboard charts your call and chat data so you can see how your agents are performing over time. Open it from the Analytics tab, build the charts you care about, then filter and break them down without leaving the page.
A call dashboard with number, line, and donut charts.
Reach for the analytics dashboard when you want to see a pattern across many sessions rather than the detail of one:
Track performance over time. Watch success rate, duration, or latency by day or week and see whether a prompt change moved them.
Compare agents or versions. Break a metric down by agent or agent version to see which one performs better.
Watch spend. Chart combined cost by agent or by day to see where your money goes.
Report on business outcomes. Chart any custom post-call analysis field, so “booked appointments” sits next to call volume.
It isn’t the right tool for everything. To inspect one session’s transcript or recording, use call and chat history. To be told when a metric crosses a line instead of checking for yourself, set up alerting. To follow a call that’s still running, use live monitoring.
A clinic runs an appointment-reminder agent. They chart Call Successful Rate by day, break it down by agent version, and add a Call Counts chart filtered to the voicemail_reached disconnection reason. When a new version ships, the two charts show within a day whether more calls are landing in voicemail and whether the success rate followed.
Each dashboard is scoped to either call data or chat data, and the scope is fixed once you create it. You can keep up to 10 dashboards per workspace; creating an 11th fails with “Dashboard limit reached.”
1
Add the dashboard
Open the overflow menu next to Add Chart, choose Add Dashboard, then pick Call or Chat.
Add Dashboard, where the call or chat scope is set for good.
2
Name it
Select the tab name and type a new one. Names are how you’ll tell tabs apart, so prefer “Outbound sales” over “Dashboard 2”.
3
Arrange the tabs
Drag tabs to reorder them. Duplicate in the overflow menu copies a dashboard with all of its charts, which is the quickest way to build a variant. Delete appears once you have more than one dashboard.
Set Graph Type to column, bar, line, donut, or number. Line suits trends over time; number suits a single headline figure.
3
Pick the metric and measurement
Choose a metric under Call Source Metrics, then how to measure it. The measurement list changes with the metric: counts offer only count, while durations and costs offer avg, median, p90, sum, min, and max. Use + Add to plot more than one metric on the same chart.
4
Set the time range and grouping
Pick the chart’s own range, or leave it on Follow dashboard time range so it moves with the picker at the top. The Hour / Day / Week / Month toggle sets the time bucket. Tick Previous period comparison to overlay the preceding window.
5
Narrow it (optional)
Add filters and up to five breakdowns that apply to this chart only. See Filters and breakdowns.
6
Save
Save the chart. It lands at the end of the dashboard, where you can drag it into place.
The chart editor, with a live preview of the chart you're building.
The date range picker at the top of the page sets the window for every chart that follows the dashboard. Pick a preset (Today, Last 7 days, Last 4 weeks, Last 3 months, Week to date, Month to date, Year to date, All time) or select start and end dates on the calendar, then Apply. Each end of the range carries its own time and timezone, so buckets line up with your working day. Future dates are disabled.
The dashboard date range, with presets, a calendar, and per-end timezones.
A chart can override that window with its own range: Today, Last 1 week, Last 4 weeks, Last 3 months, Week to date, Month to date, Year to date, or All time.
Filters and breakdowns set in the header apply to every chart on the dashboard. Charts can add their own on top.The filter list is split across four tabs. Base holds the built-in fields; Post Call Analysis, Metadata, and Dynamic Variables hold whatever your agents produce.On a call dashboard, Base offers agent, call ID, batch call ID, type, duration, from number, to number, user sentiment, disconnection reason, call status, call successful, end-to-end latency, and combined cost. A chat dashboard offers agent, chat ID, chat status, chat successful, combined cost, and user sentiment.
Filters, grouped into base fields and everything your agents produce.
Breakdowns group every chart by one or more dimensions: agent, agent version, disconnection reason, call status, call successful, call type, and post-call analysis fields. Chat dashboards offer agent, agent version, disconnection reason, chat status, chat successful, and post-chat analysis fields.
Breakdowns split each chart by a dimension such as agent or version.
Filter and breakdown changes aren’t saved for you. When you change one, Save and Cancel replace the usual controls in the header: save to keep the state for next time, cancel to revert to the last saved state. Moving and resizing charts saves on its own.
Changing a filter or breakdown puts the header into its unsaved state.
Each chart can carry its own filters and up to five breakdowns, set in the chart editor. Chart filters are merged with the dashboard filters rather than replacing them, so both apply. Use them to narrow one chart without touching the rest of the dashboard.Any field from your custom post-call analysis can drive a chart, which is how you track business-specific outcomes next to the standard metrics.
Five chart types are available: column for comparing categories, bar for the same comparison horizontally, line for trends over time, donut for proportions, and number for a single figure.Arrange charts directly on the dashboard, without opening the editor:
Drag a chart to move it within a row or into another row. A row holds up to five charts.
Drag the divider between two charts to change their widths.
Drag the handle at the bottom of a row to change its height.
Viewing and editing are separate permissions. With view access you can read dashboards and adjust filters for your own session; without edit access, the Add Chart and Save controls don’t appear. See Access Control for how roles map to permissions.
Charts read your call and chat records directly, so a session shows up once it has ended and its analysis has finished. There’s no scheduled refresh to wait for.
Why does my chart say there are too many data points?
A chart renders at most 3,000 points. Narrow the time range, use a coarser View by unit, or drop a breakdown to bring the count down.
How do I find the calls behind a chart?
Expand the chart to see its breakdown, then open the matching sessions in call history.
Do chart filters override the dashboard filters?
No. The two are merged, so a chart filtered to one agent inside a dashboard filtered to last week shows that agent, last week.
Can one dashboard show both calls and chats?
No. Scope is set when you create the dashboard and can’t be changed afterwards. Create a second dashboard for the other channel.
Is there an API for dashboards?
Not at the moment. Dashboards are built and read in the dashboard UI. To pull the underlying data out instead, use the list calls and list chats endpoints.
