> For the complete documentation index, see [llms.txt](https://dataqueue.gitbook.io/voicehub-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://dataqueue.gitbook.io/voicehub-docs/agent-design-and-usage/unified-dashboard.md). # Unified Dashboard The **Unified Dashboard** combines data from both Virtual Agent (VA) and Live Agent (LA) interactions, providing a comprehensive view of your contact center performance across all channels. This dashboard enables you to monitor KPIs, analyze trends, and make data-driven decisions by viewing both automated and human-handled interactions in a single unified view. ## Key Performance Indicators (KPIs) The dashboard displays the following standard metrics: ### Response & Handling Metrics: * #### **Average Handle Time (AHT)** * **Definition**: The average time from when a call starts until it ends, including hold times. * **Formula**: `Total Call Duration / Total Calls` * **Unit**: MM:SS * **Use**: Measures average handling effort per call. * #### **Average Response Time (ART)** * **Definition**: The average time it takes for an agent to respond to a customer after the call begins. * **Formula**: `Total Time to First Response / Number of Calls` * **Unit**: Milliseconds * **Applies to**: Virtual Agent and Live Agent calls ### Quality & Resolution Metrics * #### **First Call Resolution (FCR) Rate** *(when enabled)* * **Definition**: The percentage of calls where the customer did not need to contact you again about the same issue within a configured time window (typically 3-7 days). * **Formula**: `(Number of Issues Resolved on First Contact / Number of Eligible First Calls) × 100%` * **Value Range**: 0-100% * **Significance**: A key indicator of service quality and efficiency * #### **Containment Rate** * **Definition**: The percentage of Virtual Agent calls that were successfully resolved without escalation to a human agent. * **Formula**: `Number of Calls Resolved Without Escalation / Total Calls) × 100%` * **Value Range**: 0-100% * **Significance**: Measures the effectiveness of your automation * #### **Deflection Rate** * **Definition**: The percentage of interactions handled by Virtual Agents compared to total interactions. * **Formula**: `(Total VA Calls / (Total VA Calls + Total LA Calls)) × 100` * **Value Range**: 0-100% * **Significance**: Shows the proportion of work being automated * #### **Escalation Rate** * **Definition**: The percentage of Virtual Agent calls that were transferred to Live Agents. * **Formula**: `(Transferred VA Calls / Total VA Calls) × 100` * **Value Range**: 0-100% * **Note**: This is the inverse of containment rate ### Additional Metrics * #### **Average Hold Duration** *(Live Agent calls only)* * **Definition**: The average time customers spend on hold during Live Agent calls. * **Formula**: `Total Hold Duration / Total LA Calls` * **Unit**: MM:SS * #### **Average Hold Count** *(Live Agent calls only)* * **Definition**: The average number of times a customer is placed on hold during a Live Agent call. * **Formula**: `Total Hold Instances / Total LA Calls` * #### **Average Agent Sentiment** * Description: Average sentiment score for the agent side of calls. * Formula: `Sum of Agent Sentiment Scores / Number of Agent Interactions` * Range: `0.0` (negative) to `1.0` (positive) * #### **Average Customer Sentiment** * Description: Average sentiment score for customers across calls. * Formula: `Sum of Customer Sentiment Scores / Number of Customer Interactions` * Range: `0.0` (negative) to `1.0` (positive) * #### **Call Volume** * Description: Total number of calls handled in the selected time period. * Formula: `Total VA calls + Total LA calls` * Use: Shows overall traffic and workload. *** ## Unified Calls Table The **Unified Calls Table** displays individual call records from both Virtual Agent and Live Agent channels in a single consolidated view. ### Date Included The table combines the following information: | Column | Description | | ---------- | ---------------------------------------------------------------------------------------------------------------------- | | Source | Indicates call origin: `VA` (Virtual Agent), `LA` (Live Agent), or `VA+LA` (VA call matched to a post-transfer LA leg) | | To/From | Shows the destination or origin number depending on `Direction` (uses **from** for inbound, **to** for outbound) | | Direction | Call direction: Inbound / Outbound | | Outcome | Call outcome (e.g., forwarded, resolved) | | Duration | Call length (human-readable) | | Version | Workspace `versionName` (displayed only when versioning enabled) | | Started At | Call start timestamp | | Created At | Record creation timestamp | | Sentiment | Sentiment label (Positive/Neutral/Negative) | | Resolution | Resolution Status (Resolved, Unresolved,etc.) | | Actions | Row actions: open Analysis, play Recording, open Live Logs (VA only), Delete | ### VA and LA Integration * **Virtual Agent Calls**: Automatically handled interactions with your AI-powered agent system * **Live Agent Calls**: Interactions handled by human support representatives * **Seamless View**: Both call types are displayed together, with the "Call Type" column indicating the source ### Call Matching The system intelligently matches related VA and LA interactions when a Virtual Agent call is escalated to a Live Agent (See the [#transfer-matching-setting](#transfer-matching-setting "mention") section) * **Original VA Call**: Marked with the escalation reason * **Linked LA Call**: Shows in the table with a reference to the original VA call * **Call Context**: Customer information and conversation history from the VA call automatically transfers to the LA call * **Continuity**: Live Agents can see the complete interaction history without requiring customers to repeat information
*** ## Filters Filters are a powerful feature that allows you to narrow down the dashboard data to focus on specific metrics and segments. **Multiple filters can be applied simultaneously**, and the entire dashboard will update to reflect only the calls matching your filter criteria. ### Filter Types **1. Date Range Filter** * **Options**: * Last 7 days * Last 30 days * Last 90 days * Last 12 months * Custom date range * **Effect**: Updates all KPIs and charts to show data only within the selected period * **Screenshot**: \[Date range selector in top-left corner of dashboard] **2. Call Type Filter** * **Options**: * Virtual Agent (VA) - AI-handled calls * Live Agent (LA) - Human-handled calls * Virtual Agent (VA) + Live Agent (LA) * **Effect**: Shows metrics and calls from the selected channel(s) * **Use Case**: Analyze performance separately or compare VA vs LA **3. Status Filter** * **Options**: Completed, In Progress, Failed, Abandoned, No Answer, etc. * **Multi-select**: Choose multiple statuses at once * **Effect**: Dashboard displays only calls with selected statuses * **Screenshot**: \[Multi-select dropdown showing checkboxes for each status] **4. Resolution Status Filter** * **Options**: Resolved, Unresolved, Pending, Requires Follow-up, etc. * **Multi-select**: Choose multiple resolution statuses * **Effect**: Focuses metrics on calls with specific resolution outcomes * **Use Case**: Track call quality by resolution rates **5. Sentiment Filter** * **Options**: Positive, Neutral, Negative * **Multi-select**: Analyze customer sentiment trends * **Effect**: Filters calls by detected customer emotion/satisfaction * **Use Case**: Identify satisfaction trends or problematic interactions **6. Topics Filter** * **Options**: Dynamically populated based on your extracted topics * **Multi-select**: Select one or more topics * **Effect**: Dashboard shows only calls related to selected topics * **Examples**: "Billing", "Technical Support", "Cancellation", etc. * **Screenshot**: \[Topic selection showing common topics with counts] **7. Variables Filter (Custom/Dynamic)** * **Description**: Filter based on custom variables extracted during call handling * **Format**: `Variable Name: Value` * **Multi-select**: Define multiple variable conditions * **Effect**: Filters calls based on extracted metadata * **Examples**: * `Customer Tier: Premium` * `Product: Mobile Plan` * `Department: Sales` * **Screenshot**: \[Variable filters panel with key-value pair inputs] **8. Custom Analysis Fields Filter** * **Description**: Filter by custom analysis fields configured in your workspace * **Multi-select**: Multiple field filters can be combined * **Effect**: Narrows dashboard to calls matching specific analysis criteria * **Use Case**: Analyze by business-specific categories
### How to Apply Filters 1. **Open the filter panel** located below the date selector 2. **Click on each filter type** to expand its options 3. **Select desired values** (filters support multiple selections) 4. **Apply filters** - Changes are reflected automatically in the dashboard 5. **Combine filters** - All selected filters work together with AND logic (only calls matching ALL conditions are shown)
#### Important: All Dashboard Data Updates When filters are applied, **the entire dashboard changes to reflect only the filtered data**: * ✅ KPI cards update with new calculations * ✅ All charts refresh (Status, Outcome, Topics, Sentiment, etc.) * ✅ Call table shows only matching records * ✅ Pagination resets to show results from filtered data *** ## Dashboard Visualizations ### Charts and Graphs The dashboard includes several interactive charts: * #### **Call Volume Over Time (Line Chart)** * Shows the trend of calls across the selected time period * Combines VA and LA calls * Helps identify busy periods and trends * #### **Calls by Status (Pie Chart)** * Distribution of calls across different statuses * Examples: Completed, In Progress, Failed, Abandoned * Indicates overall call handling health * #### **Calls by Outcome (Pie Chart)** * Shows call outcomes for Live Agent calls * Examples: Resolved, Pending, Transferred, etc. * Provides insight into call resolution effectiveness * #### **Main Topics (Pie Chart)** * Distribution of calls by topic/category * Helps identify the most common customer inquiries * Combined from both VA and LA extracted topics * #### **Virtual Agent Dropoff Points (Horizontal Bar Chart)** * Shows where customers abandon VA interactions * Displays the funnel or conversation flow * Helps optimize VA pathways * #### Custom Analysis Fields * Dynamic visualizations based on your configured analysis fields * Can display as pie charts (discrete values) or bar charts (numeric ranges) * Show value distributions from both VA and LA calls *** ## Exports The dashboard supports multiple export formats to help you share data and create reports. ### Export Charts as Image **Format**: PNG * **What's included**: * Any chart * Current filters and date range * **How to export**: 1. Click the **"Export"** button (top-right of chart) 2. A high-resolution image will download
### Export All Dashboard Charts **Format**: PDF * **What's included**: * All dashboard charts and visualizations * Current filters and date range * **How to export**: 1. Click the **"Export pdf"** button (top-right of dashboard page) 2. A high-resolution pdf file will download
### Export Unified Calls Table as CSV **Format**: CSV (Comma-Separated Values) **What's included**: * All call records visible in the current table * All columns (Call ID, Direction, Status, Duration, etc.) * Respects current filters and sorting * **How to export**: 1. From the **Unified Calls Table** page 2. Click the **"Export csv"** button (top-left of table) **CSV Export Features**: * Standard format compatible with all spreadsheet applications * One row per call * All custom fields included * Filtered data (reflects current filter selections) * Character encoding: UTF-8 *** Transfer Matching Setting The VA → LA matching behavior is configurable in the workspace’s **Live Agent transfer settings**. ### **Where to Configure Transfer Matching Setting** * Open the workspace settings for **Live Agent - Analysis** * Find the **Transfer Matching** section under the **Analysis** tab
### What the T**ransfer Matching** Does When **Transfer Matching** is enabled, the system will: * compare a Virtual Agent call record against an uploaded Live Agent job record * use configured JSON paths to match fields between the VA call schema and the LA job schema * link the two records into a single `VA+LA` matched call in the Unified Calls Table * surface both legs together as one combined interaction #### Configuration fields * **Transfer Matching enabled** * toggles VA/LA matching on or off * **Call schema JSON path** * the JSON path used to read the matching identifier from the VA call payload * example: `context.sipcallid` * **Job schema JSON path** * the JSON path used to read the matching identifier from the LA job payload * example: `metadata.sipcallid` #### Why it matters With this enabled, the dashboard can show: * VA calls that were later escalated to LA * a combined `VA+LA` source * a merged view for recordings and analysis * improved accuracy for escalation, containment, and transfer metrics *** ## FAQ **Q: Can I apply more than two filters at once?** A: Yes! You can combine all filter types. All selected filters work together with AND logic. **Q: Do exports include all my data or just filtered data?** A: Exports use the currently filtered data. If you want all data, clear all filters before exporting. **Q: What's the difference between Status and Resolution Status?** A: Status tracks call state (Completed, In Progress, etc.). Resolution Status tracks whether the customer issue was resolved. **Q: How often is the data updated?** A: The dashboard updates in near real-time as new calls complete. Data is typically current within 1-2 minutes.