Analytics
The dashboard answers the questions we thought you'd ask. Analytics is where you answer your own.
What Analytics is for
Sidebar › Overview › Analytics holds charts you define and keep. Each one is saved against the current workspace and regenerated with fresh data every time you open the screen, so a chart built once becomes a standing report.
Charts are agent-wise or flag-category-wise, which makes this the natural home for comparisons: who is slowest, who trends negative, which compliance category is getting worse.
Building a chart
- Press the add button Top right of the Analytics screen.
- Choose the chart option This single choice sets both the metric and the chart type — see the catalogue below.
- Choose the time window 1 day, 7, 15, 30, 60, 90 or 150 days, 6 months, or 1 year. The window is relative, so the chart always shows the most recent period of that length.
- Pick the subjects Agent-wise charts ask for agents (up to 10 for a readable chart); flag charts ask for which flags to plot instead.
- Save The chart is added to the grid and rebuilt from live data on each visit.
The chart catalogue
| Chart | Type | What it answers |
|---|---|---|
| Total Count of Calls — Agentwise | Bar | Who is handling how much volume. |
| Total Duration of Calls — Agentwise | Bar | Where your minutes are actually going. |
| Average Duration of Calls — Agentwise | Bar | Who runs long or short per call. |
| Overall Positive Sentiment Calls — Agentwise | Bar | Who consistently leaves customers happy. |
| Overall Negative Sentiment Calls — Agentwise | Bar | Who needs coaching attention first. |
| Total Calls of Positive Flag (Agent) — Agentwise | Bar | Positive agent behaviours, by agent. |
| Total Calls of Negative Flag (Agent) — Agentwise | Bar | Agent-side risk concentration. |
| Total Calls of Positive Flag (Customer) — Agentwise | Bar | Positive customer reactions, by agent. |
| Total Calls of Negative Flag (Customer) — Agentwise | Bar | Where customers push back hardest. |
| Total Duration vs Average Duration | Line | Whether rising minutes are more calls or longer calls. |
| Average Duration vs Percent Silence — Agentwise | Quadrant | Long calls caused by dead air rather than conversation. |
| Average Duration vs Opening Score — Agentwise | Quadrant | Whether a rushed opening costs time later. |
| Average Duration vs Handling Score — Agentwise | Quadrant | Agents who are fast and good, versus fast and sloppy. |
Bar, Line and Quadrant
- Bar Compares agents side by side on one metric. Best for league tables and volume balance.
- Line Shows movement over the window. Best for "is this getting better or worse".
- Quadrant Plots two metrics against each other, one dot per agent. The value is in the corners — the quadrant you care about is usually "high duration, low score", and it names the agents in it.
Time windows
Windows are relative and re-evaluated each time the screen loads. A 30-day chart today covers a different month than it did last month — which is what you want for a standing report, and worth remembering before you screenshot one into a deck. For a fixed period, use the dashboard’s explicit From/To date range instead.
The agent picker caps at ten for legibility. For a whole floor, either split into a few charts by team, or use Agents Performance, which is built for the full roster.
Managing saved charts
- Expand — opens a chart full-size, with its own detail view.
- Delete — removes it from the workspace. There’s no undo, but a chart takes seconds to rebuild.
- Workspace scoped — charts belong to the workspace they were created in. Switching workspaces switches the grid; the same chart in another workspace has to be created there.
- Empty states — a chart with no data for its window says so rather than drawing an empty axis. Widen the window or check that calls are arriving.
Chart recipes worth having
- The weekly coaching list Overall Negative Sentiment Calls — Agentwise, 7 days, your five weakest agents. Refresh it before every coaching session.
- The efficiency check Average Duration vs Percent Silence, 30 days. Agents up and to the right are burning minutes on dead air, which is a tooling or knowledge problem more often than an attitude one.
- The quality-versus-speed check Average Duration vs Handling Score, 30 days. Protects you from coaching handling time in a way that quietly destroys quality.
- The compliance trend A negative-flag chart on the Compliance category, 90 days. Slow movements matter more here than any single week.
- The volume sanity check Total Count of Calls — Agentwise, 7 days. A flat zero for one agent usually means an ingest problem, not a lazy agent.