Dashboard Features

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  • Published on Jan 26, 2026
  • 5 minute(s) read
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The Analytics dashboard provides tools to enlarge visuals, access metric definitions, and utilize generative AI for advanced data analysis. The following features are available:

Focus Mode

To enlarge a visual for a larger view of the data, select the looking glass icon. This feature expands the visual to provide a more detailed perspective of the underlying data points.
Graph showing interactions and agent sentiment over time with highlighted data points.

Graph showing interactions and agent sentiment over time with significant data points highlighted.

Data Export

To download data from a dashboard, selectA downward arrow indicating a download action or option on a user interface.icon. Selecting this icon opens the download menu with the following options:

  • Export Chart: Downloads an image in .png format. The downloaded file contains an image of the selected visual.

  • Export Data: Exports the underlying data in Excel format for further analysis.

Call listing interface showing options to view details and export data or chart.

Visual and Metric Information

To view details about the metrics displayed in a visual, select the i icon. Selecting this icon opens a window that provides comprehensive information and definitions for the specific metrics associated with the visual.
Graph showing interactions and agent sentiment over time with detailed descriptions.

Table and Matrix Pagination

All tables and matrices include pagination to reduce the visual size of the data set. To navigate through the data, select the arrow icons located at the bottom of the visual to move to the next or previous page.
AQA score summary with sections and questions, highlighting performance metrics and scores.

Data Visibility and Performance

To improve loading times and visibility, visuals containing large datasets or numerous categories now display only the top 10 categories. You can select these categories to refine the data view.

Important

The following visuals now display only the top 10 categories to resolve issues with excessive legends:

  • Interactions by Agent Group Pie Chart

  • Phrase Hits by Section and Scorecard (with drilldown for Question and Phrases)

  • Topic Hits by Date

  • Highest Topic Performance Per Month (Top 5)

  • Topic Performance Per Month (ALL)

  • AQA Score by Date and Scorecard

  • Interactions by Agent and Site Name

  • Interactions by Site Name (Donut Chart and Pie Chart)

Navigation

The dashboard includes the following navigation options to access detailed record information:

  • Call Listing Icon: To view calls associated with a specific data point, select a data point on a visual and then select the Call Listing icon at the top of the dashboard. This action navigates you to the Call Listing page, showing calls linked to that data point.

    Note

    You can select only an agent group, a specific date, or a specific interaction (CallID) as the data point.

    Dashboard displaying agent interactions, sentiment, and performance metrics for analysis.

    Call log interface displaying call details and a button to return to dashboards.

  • View Details: To view specific call data, select the View Details button in the Call Listing visual. Selecting this button opens the Call Details page for the selected record directly in the current tab.

    Note

    The View Details button replaces the link icon previously used for navigation.

    Call listing with details including audio duration, agent names, and AQA scores.

To return to the dashboard from these pages, select Back to Dashboards.

Dashboard Configuration Interactivity

When editing or creating a dashboard on the Dashboard Configuration page, visuals are interactive rather than static screenshots. This allows you to view specific data points of interest directly within the configuration interface. For example, hovering over a data point in the Interactions and Agent Sentiment by Date visual displays a tooltip highlighting the specific data and the corresponding agent sentiment.
Agent performance metrics showing interactions, sentiment, and productivity over time.

Generative AI Features

Access updated generative AI features by selecting the Select AI Configuration drop-down menu.
Graph displaying AQA scores over time with AI configuration options highlighted.
The menu contains the following three options:

  • Smart Narrative: Instead of manually interpreting and explaining a chart or graph, this feature provides a concise and clear explanation of the key insights.
    AQA score analysis showing fluctuations, highlighting critical low and high performance dates.

    Smart Narrative Feature Availability

    The Smart Narrative feature is available only on the following visuals:

    • Customer Satisfaction Metrics by Agent

    • Interactions by Agent and Day Name

    • Interactions by Audio Duration Bin and Audio Direction with drilldown for Audio Duration Minutes

    • Highest Topic Performance Per Month (Top 5)

    • Interactions by Site Name (Pie Chart and Donut Chart)

    • Interactions by Topic Hit vs Miss

    • CX Self Service Hits by Agent Sentiment and Caller Sentiment per Opportunity

    • Interactions and Agent Sentiment by Date (with drilldown for Hour of Day)

    • Interactions and Caller Sentiment by Date (with drilldown for Hour of Day)

    • Interactions by Business Risk and Sentiment (with drilldown for Agent)

    • Response Time and Sentiment by Agent

    • Agent Sentiment and Caller Sentiment by Month and Day of Month

    • AQA Score by Date and Scorecard

    • AQA Score by Date

    • Business Risk Rate by Date

    • Customer Satisfaction Scores by Date

    • CX Self Service Hits by Date

    • Interactions by Date

    • Overtalk by Date with Forecasting

    • QC Topic Trend by Date

    • Selected Metric Value by Date with Forecasting

    • AQA by Section per Call

    • AQA Score by Agent, Section, Question

    • AQA Score by Section, Question

    • Average Audio Duration by Agent

    • Customer Satisfaction by Agent Heat Map

    • Interactions, Agent Sentiment, Caller Sentiment by Agent

    • Key Metrics by Agent

    • Phrase Hits by Scorecard, Section, Question, and Phrase

    • CX Self Service Hits by CX Self Service Opportunity

    • Interactions by Agent Clarity Bin

    • Interactions by Agent Group

    • Interactions by Audio Direction

    • Interactions by Day

    • Interactions by Overtalk Bin

    • Interactions by Sentiment Group

    • Agent Sentiment and Caller Sentiment by Audio Duration Bin

    • Customer Experience Score

    • AQA Score by Agent

    • Caller Sentiment by Agent with Average

    • CX Self Service Hits by Site Name (with drilldown for Agent Group, Agent)

    • CX Self Service Rate by Question

    • Interactions by Agent

    • Interactions by Agent with Average

    • Interactions by Agent with drilldown for Audio Duration Bins and Audio Duration (Mins)

    • Interactions by Words per Minute Bin with drilldown for Words per Minute

    • Overtalk by Agent with Average

    • Phrase Hits by Agent (with drilldown for Phrase)

    • Phrase Hits by Section and Scorecard (with drilldown for Question and Phrases)

    • QC Topic Hit Percentage by Agent with drilldown for Topic

    • QC Topic Hit Percentage by Section (with drilldown for Topic)

    • Silence by Agent with Average

    • AQA Score per Month with Average

    • Audio Duration (Mins) per Month with Average

    • Avg Audio Duration (Mins) by Agent

    • Caller Sentiment per Month with Average

    • Customer Experience Score Issues by Date

    • Interaction Time Breakdown by Date

    • Interactions by Agent and Caller Sentiment Group

    • Interactions by Agent with drilldown for Month, Day of Month, and Hour of Day

    • Interactions by Audio Duration Bin with drilldown for Audio Duration

    • Interactions by Topic

    • Interactions per Month with Average

    • Overtalk per Month with Average

    • Productive Time Split

    • Productive Time Split (Mins)

    • Silence by Agent

    • Silence per Month with Average

    • Topic Hits by Date

    • Interactions by Agent and Site Name

  • Forecasting: This data analysis technique predicts future trends and outcomes based on historical data. It helps you anticipate future conversation patterns, enabling you to proactively plan and allocate resources. For example, Forecasting can display predicted AQA Scores for upcoming days.
    Graph displaying AQA scores over time with notable fluctuations and a trend line.

    Forecasting Feature Availability

    The Forcasting feature is available only on the following visuals:

    • AQA Score by Date

    • CX Self Service Hits by Date

    • Interactions by Date

    • Overtalk by Date

    • QC Topic Trend by Date

    • Selected Metric Value by Date

  • Anomaly Detection: This feature identifies outliers in a dataset, which are highlighted in red. It identifies data points that significantly deviate from typical patterns, allowing you to quickly spot unusual events such as a sudden spike in negative sentiment or a drastic drop in customer satisfaction. These anomalies may indicate underlying issues that require immediate attention.
    Line graph showing AQA scores over time with notable anomalies highlighted.

    Anomaly Detection Feature Availability

    The Anomaly Detection feature is available only on the following visuals:

    • AQA Score by Date

    • CX Self Service Hits by Date

    • Interactions by Date

    • Overtalk by Date

    • QC Topic Trend by Date

    • Selected Metric Value by Date