​

Dashboard

The Dashboard section is the operational summary of your organization’s calls: how many calls there were, how many reached a conversation, how they ended, and what is happening right now. A dashboard is built from cards, and each card is a widget from the catalog with its own settings.

​

What you meet on day one

Every organization gets an Overview dashboard that the platform creates for it: 16 cards covering the usual questions. You do not have to assemble it — it is ready, and you can edit it like any of your own: rename it, move cards around, remove some, add others.

• Up to 10 dashboards per organization; the name is unique within the organization.
• Up to 30 cards per dashboard.
• Exactly one dashboard is the default — marked with a star and opened first. The last dashboard cannot be deleted: the screen has to show something.

Dashboards belong to the organization, not to you: what you create or rename, your colleagues see. This is not a personal setting.

​

Period and filters

The header carries the period (Today, 7 days, 30 days or a custom range), the agent filter and the campaign filter. All three:

• are not stored in the dashboard — they are your way of looking, not a property of the cards. A colleague opening the same dashboard sees their own period;
• live in the page address, so a link with the right period, agents and campaigns can be sent to a colleague;
• apply to every card at once. A card has no period of its own.

The campaign filter works like the agent one: a multi-select with search by name, listing the same campaigns as History. The two combine with AND: an agent plus a campaign gives that agent’s calls in that campaign. A card’s link into History carries the campaign when exactly one is selected. A custom range is at most 92 days. Dates are read in the organization’s time zone (or yours, if you overrode it); the zone is shown in the tooltip on the dates.

​

What counts as a call

This is the thing to know before you reconcile dashboard figures with anything else.

• The unit is a call, not a dial attempt. Three dials of one contact, answered on the third, are three campaign attempts and one conversation. Attempts live on the campaign card, not here.
• Only phone calls in live mode are counted. There are two conditions and they are independent. The channel must be phone: chats, the dashboard voice test, web calls and WhatsApp are not counted at all. The mode must be live: a real phone call placed in test mode is not counted either. Neither Calls nor Live calls includes such conversations.
• The single exception is the Running campaigns card: it looks at campaigns and their attempts, because that is exactly what people open it for.

​

Widget catalog

Add card opens the catalog. Widgets are grouped by the question they answer. The bottom of the window shows how many of the thirty card slots the dashboard already uses. A widget in the catalog carries badges for what it allows: a lock reading “Inbound only” or “Outbound only” means the direction is fixed and cannot be changed in the settings; the icons beside it are the chart types the widget supports.

​

Now

​

Volume

​

Outcome

​

Time

​

Agents

A card lets you set the direction (outbound, inbound or both), the chart type (number, ring, bars, columns, line, table) and the grain (day, week, month). Invalid combinations cannot be picked in the form rather than being pickable and producing a dash: a ring only draws shares that add up to 100 %, and the “hour” grain exists only on Calls by hour.

​

The Analytics field widget

One card stands apart: it shows the distribution of your post-call analytics field — the value the agent extracts from the conversation after the call.

• One card, one agent, one field. Fields of different agents that share a name are not merged: there is no guarantee they mean the same thing.
• Structured fields are counted: value lists and yes/no give a distribution (ring, bars or table, top 5 plus “other”), numeric fields give an average and a count of measurements. Free text and lists are not offered in the catalog: a distribution over free text is not a distribution.
• Clicking a value opens History narrowed to that agent and that value.

A card is configured in its own window: the settings on the left, a preview on live data over 7 days on the right. Unavailable values are disabled — until an agent is chosen, the field cannot be picked.

​

Three states of a value

A card never shows an invented number. Tell three things apart:

• A number — computed. Zero here is real: zero live calls, and 0 % against a known non-zero denominator, are values rather than emptiness.
• A dash ”—” — it cannot be computed exactly, and the tooltip names the reason: historical data is still loading, totals are being rebuilt, the source is unavailable, hourly data is not computed in time zones with a fractional-hour offset.
• An empty state with a caption — there is nothing to count: no observations in the period, or a zero denominator (for instance, not a single call was evaluated for its goal).

The difference between a dash and a zero is the point: a wrong number is worse than a dash, and the platform would rather decline to answer than show a zero where the truth is “unknown”.

​

Comparison with the previous period

Numeric cards carry a comparison under the value — “vs previous 7 days” or “vs previous 30 days”. The window is shifted back by exactly that many calendar days and cut at the same time of day: “7 days up to now” is compared with “7 days up to the same moment a week earlier”. Today and custom ranges carry no comparison. “Versus yesterday up to this hour” is a different question, and merging the two under one caption would put two different quantities behind one label.

​

Layout

Edit layout turns on edit mode: cards grow handles, and you can drag them and resize them by their edges and corners. The grid has 12 columns.

• Gaps are preserved. The platform does not compact the layout for you: a space you left stays. Only the neighbours a card actually overlaps are pushed aside.
• Edits accumulate and are sent in a single save. Cancel returns everything to the saved state, and leaving the page with unsaved edits asks for confirmation.
• From the keyboard: Space or Enter starts a move or a resize, arrow keys step, Enter finishes, Escape undoes the current gesture.
• On a narrow screen cards fall into one column in reading order and the handles are gone. The saved layout does not change — only the display does.

​

Data freshness

The active tab refreshes every 30 seconds, and immediately when you return to the window or the connection comes back. Background tabs do not poll the server. If a refresh fails, the cards keep their previous values with an explicit note that this is the last available data. A live value is never passed off as a new one.

​

Roles

• Admin and developer edit dashboards in full.
• A member sees dashboards, switches tabs, changes the period and the filter — but does not edit: the add button, the card menu and the dashboard menu are not there at all. They are absent rather than disabled — see Roles and access.