Overview
The Dashboard is the central analytics hub for monitoring contact center performance. It provides at-a-glance metrics on conversation volumes, agent scoring, duration trends, and tag-based analytics. Multiple views let you focus on different aspects of your team's performance — from high-level summaries to detailed tag correlations and agent comparisons.
The Dashboard includes configurable fast filters that let your organization choose which filters appear in the filter bar, keeping the interface compact while providing quick access to the most relevant filtering options.
Who Can Access the Dashboard
Action | Required permission |
View the Dashboard (all teams) | Dashboard View |
View the Dashboard (own team only) | Dashboard View Team |
View the Reviewers Leaderboard tab | Dashboard View |
Save fast filter layout as the organization default | System Settings Manage |
The Dashboard section appears in the main navigation as soon as you can reach at least one entry inside it. Each entry has its own requirement:
Dashboard entry | Required permission |
Quality & Performance | Dashboard View or Dashboard View Team |
Tags | Dashboard View or Dashboard View Team |
Overall | Dashboard View or Dashboard View Team |
Reviewers Leaderboard | Dashboard View |
C-Level Boards | C-Level Boards view |
Charts and Topics | Charts view |
Funnels | Funnels view |
Discovery | Topics / Discovery / Compliance manage |
If you hold none of these, the Dashboard section is hidden entirely. If you hold only Charts, Funnels, C-Level Boards, or Discovery access, the section appears with just those entries — the views documented on this page (Quality & Performance, Tags, Overall) always need Dashboard View or Dashboard View Team. Users with Dashboard View Team see data scoped to their own team.
Linked-Agent Users
Users with a linked agent record reach their personal results through the separate top-level My Dashboard entry, which requires the agent-level dashboard permission plus the linked agent record. Team-wide Dashboard access is a separate, explicit choice made through the assigned role:
Built-in role | My Dashboard | Dashboard section |
Agent | Visible | Hidden |
Agent with Team Dashboards | Visible | Visible, with Quality & Performance, Tags, Overall, Charts, Topics, and Funnels |
Agent with Team Dashboards is a standalone role, not an add-on: it contains everything the regular Agent role grants plus the team Dashboard, Charts, and Funnels access, so a linked agent needs only this one role. It does not include the Reviewers Leaderboard, C-Level Boards, or Discovery — assign a custom role if an agent needs those.
For a regular Agent, Charts and Funnels are not only hidden in the navigation; the underlying data stays unavailable, so those pages cannot be used at all.
How It Works
Opening the Dashboard
Open Dashboard from the main navigation.
Select Quality & Performance from the Dashboard submenu.
The Dashboard opens to the main view by default.
Dashboard Views
The Dashboard has several views accessible from the navigation submenu:
Quality & Performance — the main view with metric summaries, agent scoring, and duration charts.
Tags — tag cloud and sunburst visualizations showing how tags are distributed across conversations.
Overall — detailed tag trend charts, tag correlation heatmaps, agent radar comparisons, and agent-specific tag trends. This view is marked as Beta.
Reviewers Leaderboard — tracks reviewer activity including records reviewed, comments given, and average scores. Requires the Dashboard View permission.
Filtering Data
Most Dashboard views use two layers of filters:
Standard filters — accessible from the top bar, these include the full set of conversation filters (date range, team, agent, and more). Available on Quality & Performance and Overall views.
Fast filters — a compact row of quick-access filters displayed below the top bar. Available on Quality & Performance, Tags, and Overall views.
The Tags view uses only fast filters (no standard top-bar filters). The Reviewers Leaderboard has its own date picker and does not use either filter layer.
All widgets, charts, and tables on the current view update to reflect the active filters.
Fast Filters
The fast filter row provides quick access to commonly used filters without opening the full filter panel. Two filters are always present:
Date range — select the time period. Supports a compact date display mode.
Team / Agent — select one or more teams and agents. When more selections are made than fit in the row, the visible chips are clipped with an ellipsis and a compact overflow indicator (for example +3 for hidden teams, or +3 agents for hidden agents) pins to the right edge so you always see that more selections are active. Click the field to open the picker and review or change the full set.
Up to three additional optional filters can be displayed alongside the mandatory ones. The available optional filters are:
Type — filter by conversation type (calls, chats, emails, etc.).
Direction — filter by conversation direction (inbound or outbound).
Topics — filter by one or more conversation topics. Supports selecting multiple topics with an AND/OR logical operator. A special "No topic" option filters for conversations without a topic classification. When more topics are selected than fit, an overflow chip shows the remaining count; long topic names are clipped with an ellipsis so chips never spill past the filter row.
Configuring Fast Filters
Click the tune icon on the right side of the fast filter row to open the configuration menu. From here you can:
Toggle optional filters on or off using checkboxes.
See which filters are mandatory (Date and Team) and which are optional.
Enable or disable compact date display mode, which shows the date range in a shorter format.
All three optional filters can be enabled at the same time.
Saving the Organization Default
If you have the System Settings Manage permission, the configuration menu includes a Set as org default option. Saving the organization default applies your current fast filter layout to all users in the organization. Users who have not made local customizations will automatically see the updated layout.
Local Customizations
Any changes you make to the fast filter layout are stored locally in your browser. A visual indicator appears when your local layout differs from the organization default.
If a hidden filter has an active value (for example, a direction filter was applied before being hidden), a badge appears on the tune icon to alert you that filters you cannot see are affecting the displayed data.
When the organization default changes, your local customization is automatically discarded if it was based on the previous default, ensuring you stay aligned with the latest organization settings.
Quality & Performance View
This is the default Dashboard view. It displays:
Metric shields — summary cards showing key numbers such as average conversations per agent, average conversations per day, scored conversations (manual and automated), and average scores. Agents with restricted access see only manual score metrics.
Duration distribution — a chart showing how conversation durations are distributed across time ranges.
Common metrics — a table of per-agent performance data. Built-in columns cover conversation counts, average duration, agent/client talk ratio, silence percentage, cross-talk, quality scores (AQS and IQS), and customer satisfaction (Enter CSAT and Exit CSAT). You choose which columns appear and in what order — see Common Metrics Table below.
Score over Time — tracks how scorecard scores change across periods (day, week, or month). Lets you select a scorecard and compare agent scores over time.
Agent Scoring — shows average scores per agent and scoring group for the filtered period.
A change indicator compares current metrics to the previous equivalent period, showing whether values have improved or declined.
Common Metrics Table
The Common metrics table lists one row per agent for the filtered period. Several columns are clickable and jump to the matching conversations (for example, the conversation-count and scored-count columns), and every data column can be sorted using the sort switches under each header.
Choosing which columns to show
Not every column is visible by default. Click the tune icon above the table to open the Visible columns menu, where you can:
Turn individual columns on or off with the checkboxes.
Drag columns by the handle to change their left-to-right order.
Click Reset to default to restore the standard set of visible columns. This resets which columns are shown; any custom column order you set is kept.
At least one column must stay visible — the last remaining column cannot be hidden. Your column choices and order are saved in your own browser, so they persist for you without affecting other users.
Use the download button next to the tune icon to export the table. The export contains a fixed set of columns — including the CSAT columns — regardless of which columns are currently shown on screen. A few optional columns (such as the longest-monologue percentage columns) are not part of the export.
Enter CSAT and Exit CSAT
The Enter CSAT and Exit CSAT columns show average customer-satisfaction scores on a 1–5 scale, rounded to two decimals:
Enter CSAT reflects customer satisfaction at the start of the conversation.
Exit CSAT reflects satisfaction at the end, so comparing the two shows whether sentiment improved or declined over the interaction.
Both columns are hidden by default — enable them from the Visible columns menu described above. The values come from Ender Turing's AI customer-satisfaction analysis and appear only for conversations where that analysis has run. Agents without a CSAT result show N/A, so a low agent average can reflect limited coverage rather than poor sentiment.
Tags View
Displays two visualizations:
Tag Cloud — shows tags sized by frequency of occurrence in conversations.
Tag Sunburst — a hierarchical visualization of tag relationships.
The Tag Cloud chart can be downloaded for offline use. The Tag Sunburst visualization does not support download.
Overall View
Provides deeper tag and agent analytics:
Tag Trends — line chart showing how frequently each tag appears in conversations over time.
Tags Matrix — heatmap showing correlations between tags that appear in the same conversations.
Tag-to-Tag — bar chart comparing tag co-occurrence in detail.
Agent Radar — radar chart comparing an individual agent's tag metrics against the team average.
Agent Tag Trends — line chart tracking tag frequency for a specific agent over time.
All charts support downloading data to Excel.
Reviewers Leaderboard
Available only to users with the Dashboard View permission. This view tracks how reviewers perform over a selected period, with comparison indicators showing changes from the equivalent previous period.
Controls
At the top-right, choose the reporting period using the date picker and toggle between two review modes:
TODO reviews — results from reviews assigned through the TODO list.
Manual reviews — results from reviews performed independently, without the TODO list.
Leaderboard Table
The table displays one row per reviewer with the following columns:
Column | Description |
# | Rank position, with an indicator showing movement compared to the previous period |
Supervisor | Reviewer name. Clicking the name navigates to their TODO list (requires TODO permission) |
Rating | Average raw score given by the reviewer, with a change indicator |
Progress | Completed reviews out of planned, shown as a count and a progress bar. Hover for a tooltip showing how many were reviewed and how many were archived |
Avg. score | Average relative score as a percentage, with a change indicator |
Comments given | Number of comments provided during reviews, with a change indicator |
Summary Charts
Below the table, three summary panels show aggregate data for the selected period:
Records reviewed total — a line chart of daily reviewed records with the overall total and a comparison to the previous period.
Comments given total — a line chart of daily comments with the overall total and a comparison to the previous period.
Totals panel — shows the total records reviewed, the average score, and a gauge chart comparing reviewed records to the total planned.
Important Notes
The default fast filter layout for organizations without a saved setting shows Type and Direction as the optional filters, alongside the mandatory Date range and Team.
When an optional filter is removed from the fast filter row, any active value for that filter is cleared to prevent hidden filtering.
Fast filter layout configuration applies organization-wide. Individual users can customize their own view locally, but the saved organization default is shared.
Dashboard data refreshes automatically when filters change, with a short delay to batch rapid filter adjustments.
The Overall view is marked as Beta in the navigation, indicating it may receive further changes.
Team Dashboard access for agents is controlled entirely by roles. There is no longer an organization-wide setting for it, so an administrator switches an agent between Agent and Agent with Team Dashboards in Settings → Users & Agents → Manage Users.