Dashboard

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Analytics Dashboard

The analytics dashboard provides real-time visibility into your call center metrics, enabling data-driven decision-making and operational optimization.

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Calls and chat dashboards

If the chatbot is enabled on your account and has handled at least one conversation, a Calls / Chat toggle appears in the filter bar. Calls is selected by default. Switching channel adapts the dashboard instead of only filtering it:

• Voice-only indicators are hidden in Chat: total call hours and recall rate.
• Shared indicators are renamed to match the channel:

• Other indicators that apply to chat are kept, so you can compare both channels with the same reading grid.

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Activity Visualization

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Overview

The activity graph is an essential tool for monitoring usage trends of your conversational agent system. It presents data in a combined chart displaying:

• Stacked Bar Chart: Represents the daily distribution of activities by agent
• Trend Line: Indicates the cumulative evolution of interactions over the period, providing a clear visualization of platform usage growth

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Trend Analysis

To make the most of this graph:

1. Identify Patterns: Analyze color distributions to understand call allocation
2. Spot Anomalies: Detect unusual peaks or declines that require investigation
3. Plan Resources: Use historical trends to anticipate future needs
4. Measure Growth: Track the slope of the trend line to evaluate platform adoption

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Key Indicators

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Overview

The dashboard presents four key KPIs:

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Call Volume Analysis

The total number of call hours is a crucial indicator that allows you to:

• Measure the Load on the call processing system
• Plan Capacities based on usage trends
• Evaluate the Return on Investment of the Volubile platform

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Average Duration Analysis

The average call duration reflects:

• The Efficiency of Resolution of requests by your AI agents
• The Average Complexity of processed inquiries
• User Experience in terms of service speed

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Recall rate analysis

The recall rate is the share of calls coming from a phone number that had already called over the selected period. It is only available on the calls dashboard. It is the best indicator of whether a request was actually resolved during the first call. Use it to:

• Spot unresolved requests: a rise in the recall rate often means callers did not get what they needed the first time
• Find the causes: cross it with the category of the first call to identify the call reasons that generate the most recalls, then adjust your agent’s prompt or knowledge base
• Measure the effect of a change: compare the rate before and after an update to your agent

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Performance Distribution

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Overview

The performance distribution graph breaks down call results by their final status, providing insights into service quality and operational efficiency.

• Completed: Calls that were successfully managed and concluded normally by the agent
• Call failed: Technical failures during the call attempt (network issues, system errors)
• Transferred: Calls that required transfer to a human agent or another service
• Cancelled: Calls that were explicitly hung up by the caller before the agent answered
• Rejected: Calls that were rejected by the system (premium rate number, international calls)
• Unreachable: Call attempts that went unanswered by the recipient
• No Answer: Numbers that could not be reached (busy line, phone turned off, etc.)
• Voicemail: Calls that reached a voicemail
• In Progress: Calls currently being processed by the system
• Handled by failover

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Performance Interpretation

• High Completion Rates indicate effective call management
• Frequent Transfers may suggest knowledge gaps
• Failed Calls should be examined to identify technical issues
• High Unreachable Rates may indicate quality issues in the contact database

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Call Categories

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Overview

The Volubile call categories module provides an analytical perspective on the categorization patterns and outcomes of phone conversations managed by your AI agents. This visualization helps identify types of interactions and measures the efficiency of the system in categorizing calls.

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One chart per call category

Each call category configured on your agents now has its own bar chart, instead of a single combined chart. Each chart shows how calls are distributed across the labels of that category. This lets you read each axis of analysis on its own, for example call reason on one side and caller satisfaction on the other, without the labels of different categories being mixed together.

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Best Practices

To maximize the value of call category data:

1. Regularly Review Your Categories to adapt them to your evolving business
2. Analyze Temporal Trends in label distribution
3. Keep one question per category: since each category has its own chart, a category that answers a single question (reason, outcome, sentiment) produces a chart that is easier to read

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Recent Calls Table

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Table Structure

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Distribution Analysis

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Monthly Distribution

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Overview

The calendar heatmap provides a visual representation of call volume patterns throughout the year where:

• The horizontal axis represents the months of the year (January to December)
• The vertical axis represents the days of the week (Monday to Sunday)
• The intensity of the color indicates the volume of calls (darker = higher volume)

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Practical Use Cases

The distribution visualization can be used to:

• Identify Seasonal Peaks - Spot periods of the year when call volume significantly increases
• Analyze Weekly Trends - Observe which days of the week generate more activity
• Measure Campaign Impact - Assess the effects of marketing campaigns on call volume

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Hourly Distribution

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Overview

The hourly distribution graph reveals when your customers are most likely to call:

• Weekdays: Highest volume between 9 AM and 6 PM
• Monday, Thursday, and Friday: Notable peak around 12 PM
• Weekend: Minimal call activity