Read your dashboard
Your dashboard shows how your phone is going at a glance: how many people rang, how many your agent answered, and how many booked. Here's what each part means.
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0:00 Read your dashboard
0:03 Your dashboard shows how your phone is going at a glance: how many people rang, how many your agent answered, and how many booked.
0:11 Pick the period at the top right: seven, fourteen, thirty or ninety days. Every number on the page follows it. Fourteen days is where it starts.
0:21 The top row is your headline numbers: calls, the share answered, bookings made, booking rate, minutes used, average call length and unique callers. The small arrow compares each with the period before. Green is good news; red is worth a look.
0:37 If callers asked something your agent couldn't answer, they're listed under the numbers, most asked first. Add an answer and your agent knows it from the next call. The full list is on the Agent page, in the Knowledge tab.
0:50 The charts show calls and bookings each day, talk time each day, what callers wanted, and how they sounded by the end of the call. Hover over a bar to see that day's numbers.
1:00 Busiest times shows when the phone rings, by weekday and hour; darker squares mean more calls. Use it to plan your roster, or to see when your agent saves you the most.
1:10 At the bottom are your latest calls and your next bookings. Click any one to open it, or All calls to see the full list.
1:17 Next, find any call and play its recording.
Before you start
- You're signed in. The dashboard is the first item in the sidebar, Dashboard.
- It fills in as calls come in. With no calls yet, you'll see a prompt to ring your number: Make a test call.
Five steps
Choose the period
At the top right are four buttons: 7d, 14d, 30d and 90d. Every number and chart on the page follows the one you pick. It starts on 14 days, and the heading under your business name says which period you're looking at.
The dashboard counts calls and bookings for every agent on your account together. To see one location on its own, use Download a report.
Read the headline numbers
The row of tiles at the top:
Tile What it means Calls Every call in the period Answered The share of calls that connected for at least 5 seconds Bookings made Bookings made in the period, not counting cancelled ones Booking rate Bookings per answered call Minutes used Talk time across all calls, rounded to the minute Avg call length The average length of a call Unique callers How many different phone numbers rang Under most tiles, a small arrow compares the number with the period before (for example, the 14 days before these 14). The arrow is green when the change is good news and red when it's worth a look. For Minutes used, going down counts as good. Hover over the arrow to see the comparison in words.
Select a tile to see what's behind the number. Calls opens every call in the period, Answered the calls that connected (select "x of y connected" for the missed ones), Bookings made and Booking rate the calls that made a booking, Minutes used and Avg call length the calls longest first, and Unique callers the customers who rang. The calls page shows a From Overview chip with the period; select its × to see every call again. You can share the page's link: it shows the same period.
Minutes used is talk time. What's taken off your plan is on Billing, under Minute history, and the time a caller spends with you after a transfer isn't charged.
Answer the questions it couldn't
If callers asked something your agent didn't know, Questions the AI assistant couldn't answer lists them, most asked first. Add an answer and your agent knows it from the next call. The full list is on Agent, in the Knowledge tab. See Answer the questions it couldn't.
Read the charts
- Calls and bookings per day: how busy each day was, and how many of those calls turned into bookings.
- Minutes per day: talk time each day.
- What callers wanted: how calls ended, such as Booked, Question answered or Message taken.
- Caller mood: how callers sounded by the end of the call, Positive, Neutral or Negative, with the share and count of each.
- Busiest times: a grid of weekdays and hours. Darker squares mean more calls. Use it to plan your roster, or to see when your agent saves you the most.
Open recent calls and upcoming bookings
At the bottom, Recent calls lists your latest calls and Upcoming bookings your next appointments. Click any row to open it. All calls opens the Calls page and Open calendar opens Bookings.
When someone is on the phone with your agent right now, an On a call now line appears at the top of the page. Click it to follow the call.
You can say how many calls came in this fortnight, how many booked, and when your phone is busiest.
If something's not right
Everything shows zero
The period may be too short. Click 90d. If it's still zero, no calls have come in yet: check the yellow notice at the top of the page, which tells you whether your agent is answering, then see No calls are coming through.
"Your agent isn't answering calls yet"
Your agent isn't live, usually because there's no active plan or the agent is paused. Click Check agent. See Choose a plan or Pause answering.
The numbers don't match my Calls page
The dashboard counts every agent together, while Calls shows only the agent chosen at the top of the sidebar. The dashboard also counts by the period you picked; Calls shows all time unless you set a date range.
Bookings made doesn't match my calendar
Bookings made counts bookings by the day they were made, not the day of the appointment, and includes bookings you added yourself in the dashboard.