Use the dashboard to investigate performance

Dashboard summarises calls for a selected date range and agent. Its metric links let you move from an overall number to the call records behind it.

Navigation pathDashboard

PrerequisitesA reporting period and the agent or agents you want to review.

Usage steps

Choose the date control, then select a preset or Custom Date. Use the agent selector to narrow the report.
Review Total Calls, Connected, Connected Successful, Positive Calls and Total Duration. Use the information buttons to read the metric definitions.
Inspect Connection overview and its Trend or Line presentation. Use the connected and not-connected breakdowns to understand the composition of the total.
Select a metric or disposition link to open the matching Calls view. Investigate individual examples before drawing conclusions.
Review the disposition waterfall, sentiment availability and Agent performance. Use Refresh data or an Export dashboard control when needed.

Use the dashboard to investigate performance — Figure 32. Dashboard starts with date and agent filters, summary metrics, and the connection overview.

Expected result. You can trace a performance observation to the calls that explain it.

Practical notes and troubleshooting. Connected does not necessarily mean the business goal was achieved. Review the successful, positive and unsuccessful outcome groups separately.

Find and export call recordsCall Logs is the searchable history used for investigation and follow-up. Filters narrow the list before you open a recording or export records.Request and review a disposition correctionA disposition correction records a proposed change to a call outcome. The review page lets authorised reviewers approve or reject those corrections.