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The Analytics dashboard lets you track call, chat, and agent metrics through customizable charts. Access it from the Analytics tab.
Analytics dashboard

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Multiple Dashboards

You can create up to 10 dashboards, each scoped to either call or chat data.
  • Switch between dashboards using the tabs at the top
  • Rename a dashboard by clicking its tab name
  • Reorder dashboards by dragging tabs
  • Duplicate or delete from the dashboard menu
Each dashboard has its own charts, filters, and breakdowns.

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Dashboard Management

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Charts

  • Create new charts to track specific metrics
  • Duplicate a chart to build quick variations
  • Drag and drop to rearrange charts within or between rows

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Resizing

Resize charts directly on the dashboard — no need to open the editor:
  • Drag the divider between charts to adjust column widths
  • Drag the handle at the bottom of a row to adjust row height
  • Drag a chart into an empty area to start a new row

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Global Filters and Breakdowns

Filters and breakdowns in the header apply to all charts on the dashboard. Filters — available fields depend on dashboard type:
  • Call: agent, call type, duration, from/to number, user sentiment, disconnection reason, call status, call successful, E2E latency, post-call analysis fields, custom attributes
  • Chat: agent, chat status, chat successful, cost, user sentiment, post-chat analysis fields, custom attributes
Global filter options
Breakdowns — group all charts by one or more dimensions:
  • Agent, agent version, disconnection reason, call/chat status, call/chat successful, call type, post-call/chat analysis fields
Global breakdown options

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Saving Filters and Breakdowns

Changes to filters and breakdowns aren’t saved automatically. When you make a change, a Save button appears — click it to persist, or Cancel to discard. Saved state is restored the next time you open the dashboard.

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Chart Types

  • Column — compare values across categories
  • Bar — horizontal comparison
  • Donut — proportional data and percentages
  • Line — trends over time
  • Number — single KPI display
Chart types

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Per-Chart Filters and Breakdowns

Each chart can have its own filters and breakdowns set in the chart editor, independent of the dashboard-level settings:
  • Filters — same options as dashboard filters, applied only to this chart
  • Breakdowns — up to 5 grouping dimensions, including post-call/chat analysis fields
  • View by — set the time unit (day, week, month, year) and toggle previous period comparison
Per-chart filters are merged with dashboard filters when data is fetched.
Per-chart filters and breakdowns in the chart editor

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Custom Post-Call Analysis

Charts can be built from any field in your custom post-call analysis, so you can track business-specific outcomes alongside standard metrics.
Custom post-call analysis field in chart

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FAQ

Analytics data is updated in real-time.
Up to 10 dashboards per organization. Each is scoped to either call or chat data.
No — per-chart filters are merged with dashboard filters, so both apply. Use per-chart filters to narrow a specific chart without affecting the rest of the dashboard.