Dashboard Overview

The dashboard is divided into four main sections:

1. Summary cards – Team Members, SMS & MMS, Contacts, Phone Numbers
2. Communication activity – Incoming, Outgoing, Missed Calls, SMS Received, SMS Sent
3. Calls Overview – Overall call volume
4. Call Made – Visual graph showing inbound, outbound, and missed calls over time
5. Number & Member Analysis - Call Activity for the Numbers and Member Performance Data will appear.

1. Team Members

What it shows:
The total number of team members/users associated with the account.

For Example:

• Overall: 4 team members
• +25%: Indicates an increase in the metric compared with the relevant previous comparison period.
• 1 in last 7 days: One team-member-related activity/change was recorded during the last 7 days.

What this option is useful for

This helps administrators quickly understand:

• How many users are currently part of the account
• Whether the team size/activity is increasing or decreasing
• Recent changes in team membership
• Overall user growth

Example

If the dashboard shows:

Team Members — 4
+25%
1 in last 7 days

It means the account currently has 4 team members, with the dashboard showing a positive trend and activity/change involving 1 member during the last 7 days.

2. SMS & MMS

What it shows:
The overall SMS and MMS messaging activity associated with the account.

In the screenshot:

• Overall: 0
• 0%: No change is indicated
• 0 in last 7 days: No SMS/MMS activity was recorded during the last 7 days.

What this includes

Depending on the product configuration, this section can represent messaging activity such as:

• SMS sent
• SMS received
• MMS sent
• MMS received

Why it is useful

Administrators can use this metric to understand whether the team is actively using messaging as a communication channel.

For example:

• A high number may indicate that SMS is heavily used for customer communication.
• A zero value indicates that there has been no recorded messaging activity.

3. Contacts

What it shows:
The number of contacts associated with the account.

In the screenshot:

• Overall: 0
• 0%: No change
• 0 in last 7 days: No new/recent contact activity recorded.

Why this is useful

Contacts can represent customers, prospects, leads, or other people the team communicates with.

This metric can help administrators monitor:

• Contact growth
• Customer/prospect database activity
• Recent contact additions
• Overall contact volume

4. Phone Numbers

What it shows:
The number of phone numbers currently associated with the account.

In the screenshot:

• Overall: 1
• 0%: No change
• 0 in last 7 days: No recent phone-number activity/change indicated.

What this can represent

The number could be a:

• Local phone number
• Toll-free number
• Business number
• Other supported virtual/telephony number

Why it is useful

This gives administrators a quick overview of how many phone numbers are available for the account and helps monitor number allocation as the team grows.

5. Incoming Calls

The Incoming section tracks calls received by the account/team.

This section can be used to understand inbound calling activity.

For example, it can help answer:

• How many calls did customers make?
• How much inbound call activity occurred?
• Is the team receiving calls regularly?
• Has inbound activity increased or decreased?

The 0 sec shown here represents the displayed incoming call duration metric for the current data.

6. Outgoing Calls

The Outgoing section tracks calls made by team members.

This provides an overview of outbound calling activity.

It can help monitor:

• Number of outbound calls
• Outbound call duration
• Sales/support calling activity
• Team calling volume

For example, the screenshot indicates 2 outgoing calls, with a displayed duration of 12 seconds.

7. Calls Missed

The Calls Missed section tracks calls that were not answered.

Missed calls can indicate potential customer opportunities or support requests that were not answered.

This metric can help teams monitor:

• Missed customer calls
• Potential lost leads
• Response performance
• Need for call-back activity

A high missed-call count could indicate that the team needs better call routing, additional agents, or improved availability.

8. SMS Received

This section tracks incoming text messages.

It helps identify how many messages customers or contacts have sent to the business.

This can be useful for:

• Customer support
• Sales inquiries
• Appointment communication
• Customer responses
• Two-way SMS conversations

9. SMS Sent

This section tracks outgoing SMS messages sent by the team.

It gives an overview of outbound messaging activity.

It can be useful for monitoring:

• Customer follow-ups
• Sales messages
• Support responses
• Appointment reminders
• Business notifications

10. Calls Overview

The Calls Overview section provides a high-level view of the account's call volume.

Below this, the dashboard separates calls into:

• Outbound
• Inbound
• Missed

Outbound

Shows Calls made by team members to external contacts.

Inbound

Shows Calls received from external contacts.

Missed

Shows the Calls you missed from external contacts.

Why this section is useful

Instead of looking at individual call records, administrators can use this section to quickly understand the overall calling volume.

For example:

If the dashboard says "No data available," it generally means there is currently no data available for the selected reporting period or the account does not have sufficient activity to display the overview.

11. Calls Made

The Call Made section is the main visual analytics area of the dashboard.

It is described as:

Weekly performance and volume metrics

The graph separates calls into three categories:

🟢 Inbound call
🔵 Outbound call
🔴 Missed call

Inbound Call

Represents calls received by the business/team.

Outbound Call

Represents calls made by team members.

Missed Call

Represents calls that were not answered.

How to Read the Graph

The horizontal axis represents the date/time period, while the vertical axis represents the number of calls.

For example, when hovering over a date, the dashboard displays a tooltip.

In the screenshot, hovering over 2026-08-19 shows:

• Missed call: 0
• Inbound call: 0
• Outbound call: 0

This allows users to examine call activity for a specific day.

Based specifically on the screenshot, here is a detailed explanation of the Live Calls and Live Calls Analysis sections.

12. Live Calls

The Live Calls section provides a daily volume overview of active call activity. It helps you understand how many calls are taking place across each day of the displayed week.

The graph displays the days:

Wed → Thu → Fri → Sat → Sun → Mon → Tue

The vertical axis represents the number of calls, ranging from 0 to 3 in the current view.

What the graph shows

The graph is designed to show the number of calls for each day.

For example, if there were:

• 1 call on Wednesday
• 2 calls on Thursday
• 3 calls on Friday

the graph would display those values against the respective days.

In the current screenshot, there are no calls recorded, so the graph remains empty.

13. Live Calls Analysis

The right side of the dashboard is titled:

Live Calls Analysis
Monitor active connections in real-time

This section is specifically designed to show calls that are currently active.

Unlike the left-side Live Calls graph, which provides a volume overview, this section focuses on what is happening right now.

Current status in the screenshot

The dashboard displays:

No Live Calls Right Now

and underneath:

Active calls will appear here in real-time.

This means that there are currently no active calls taking place.

What happens when a call becomes active?

When someone makes or receives a call and the call becomes active, this empty state should change to display the relevant live-call information.

The purpose is to allow a manager or administrator to see active connections without waiting for the call to end and appear in historical call records.

For example, if an agent is currently speaking with a customer, the Live Calls Analysis section could display information associated with that active connection, depending on the application's available fields and permissions.

14. Callers in Queue

The Callers in Queue section provides a real-time overview of customers who are currently waiting to be connected with an available agent.

It is particularly useful for monitoring call queues and understanding whether customers are experiencing waiting times.

1. Active Callers

The dashboard displays:

0 Active Callers

This represents the number of callers currently waiting or actively present in the queue.

In the screenshot:

Active Callers = 0

This means there are currently no callers waiting in the queue.

If customers were waiting, this number would increase accordingly.

Example:

• 0 Active Callers → No customers are waiting
• 3 Active Callers → Three customers are currently waiting
• 10 Active Callers → Ten customers are waiting to be connected

2. In Queue

The In Queue percentage indicates the proportion of callers currently waiting in the queue.

In the screenshot:

In Queue — 0.0%

This means there is currently no queue activity.

When callers are waiting, this percentage can provide an indication of the current queue load.

Why it is useful

This helps supervisors quickly determine whether the support/sales team is receiving more calls than the available agents can handle.

A higher queue percentage can indicate:

• Increased incoming call volume
• Insufficient available agents
• Longer customer waiting times
• Potential need to adjust call routing or staffing

3. Average Wait

The dashboard shows:

Average Wait — 00:00

Average Wait represents the average amount of time callers have spent waiting in the queue before being connected to an agent.

In the screenshot:

Average Wait = 00:00

Since there are no callers in the queue, there is currently no waiting time.

Example

If five callers waited:

• Caller 1 → 1 minute
• Caller 2 → 2 minutes
• Caller 3 → 3 minutes
• Caller 4 → 1 minute
• Caller 5 → 3 minutes

The average wait would be:

10 minutes ÷ 5 callers = 2 minutes

So the Average Wait would be approximately 02:00.

4. Longest Wait

The dashboard shows:

Longest Wait — 00:00

Longest Wait represents the longest amount of time any current caller has been waiting in the queue.

In the screenshot:

Longest Wait = 00:00

This is because there are no callers waiting.

15. Queue Management

This section is designed to manage callers who are waiting to be connected to an available agent.

While Callers in Queue provides the queue's current statistics, Queue Management focuses on the actual callers waiting and allows the system/user to manage those pending connections.

Current Status

The screenshot displays:

No Callers in Queue

and:

Incoming callers will appear here when they are waiting to be connected.

This means there are currently no incoming callers waiting for an agent.

When a customer enters the queue, their information would appear in this section.

What Queue Management Is Used For

When callers are waiting, Queue Management can be used to give supervisors visibility into the pending calls and help determine how they should be handled.

Depending on the system's available functionality, queue information may include details such as:

• Caller information
• Time spent waiting
• Queue position
• Incoming phone number
• Assigned queue/team
• Call priority
• Available agents
• Connection status

The key purpose is to help ensure that waiting callers are connected efficiently and that customers do not remain in the queue unnecessarily long.

16. Number Analysis

The Number Analysis section provides an overview of the activity associated with the phone numbers in your account. Its purpose is to help you understand how your business numbers are being used for calls.

In the screenshot, the section displays:

No Number Activity Available

and:

Call activity for your numbers will appear here once calls are made or received.

This means that no call activity has been recorded for the available phone numbers yet.

What Number Analysis is intended to show

Once calls are made or received, this section can be used to analyze activity associated with your phone numbers, such as:

• Phone number – Identifies the number involved in the call.
• Incoming calls – Shows calls received through the number.
• Outgoing calls – Shows calls made using the number.
• Call volume – Indicates how frequently each number is being used.
• Call activity – Helps compare usage between different numbers.
• Number performance – Helps identify which numbers are actively handling calls.

17. Member Analysis

The Member Analysis section focuses on team-member performance and activity.

The subtitle shown in the screenshot is:

Operational Performance

This indicates that the section is intended to help monitor how team members are performing in terms of their communication activity.

Currently, the dashboard displays:

No Member Activity Available

and:

Member performance data will appear here once activity is recorded.

This means that there is currently no member activity available for analysis.

What Member Analysis is intended to show

Once team members start handling calls, this section can provide information such as:

• Member/Agent – Identifies the team member.
• Calls handled – Number of calls handled by the member.
• Inbound calls – Calls received and answered by the member.
• Outbound calls – Calls initiated by the member.
• Missed calls – Calls that were not answered.
• Call duration – Time spent handling calls.
• Activity volume – Overall communication activity.
• Performance comparison – Helps compare activity across team members.