Read the Today, Overview, and Revenue dashboards

Interpret the daily snapshot, the operational health view, and the revenue view, and tell a blank measure apart from a zero.

The Insights group holds four reporting pages. Today answers “what is happening right now”, Overview answers “is the phone system keeping up”, and Revenue answers “what did those calls produce”. Coaching has its own guide. Every figure belongs to the one phone system named in the header, so confirm the intended system is active before you read a number or share a screenshot.

How every number here is scoped

• One phone system, one clock. Day boundaries and hour buckets follow the phone system’s configured time zone, not your browser’s.
• A range you choose. Overview and Revenue have a range selector — Last hour, Last 24 hours, Last 7 days, Last 30 days, Last 90 days. Overview opens on Last 7 days and Revenue on Last 30 days. The selection is written to the page address, so a copied link reopens the same view. Today has no selector: every widget on it is anchored to today.
• A comparison against the window before it. When a card shows a change, the comparison window has the same length and ends where the current window begins. On Today that is an equally long stretch of yesterday ending at midnight, so early in the morning you are comparing today’s first hours with yesterday’s last hours.
• Honest gaps. If the previous window had no matching calls the card reads New. If either window has too few measured calls for a percentage to be meaningful, the card shows the plain change instead of a percentage. A dash means the measure could not be produced at all — usually because a setting is missing or no call has been analyzed yet. A dash is never a zero.
• One row per visit. Volume counts a call once per visit to your phone system, so a call that was answered and then transferred internally is not counted twice.
• Refresh reloads every widget on the page at once.

Today

Six cards summarize the day so far.

Below the cards:

• What changed today? lists at most three plain-language callouts comparing today with the previous 14 days — call volume, employee and customer sentiment, conversion rate, abandon rate, and low-scoring calls. A callout only appears when today is far from that baseline both in absolute and in relative terms and both windows hold enough measured calls, and a metric that already fired yesterday is suppressed so the same news does not repeat two mornings running. When nothing qualifies the widget says so — that is a real answer, not a loading state.
• Heartbeat plots today’s calls per hour against the average of the same weekday over the previous four weeks, and stops at the current hour so the rest of the day does not read as a collapse.
• Calls by category and Calls by sentiment show today’s distributions. The category donut excludes internal and uncategorized calls; the sentiment donut excludes calls with no sentiment value. Select a slice to open Call Log filtered to that value over exactly the window the donut used.
• Recent calls lists the five most recent calls in chronological order — no editorial filter. Listen opens the call’s detail panel.
• E911 compliance and Phone health are status shields. When either turns to a warning it names the count or condition and links to the system-status section of the compliance page.

Overview

Overview is the operational view: is the phone answered, and when is it busiest.

• Peak hour today reads the busiest hour on today’s weekday row of the heatmap, with the call count for that hour. It reads No calls until the day has volume.
• Abandon rate is the share of inbound calls the caller hung up before anyone answered. Lower is better, and the card colors the change accordingly.
• Call volume charts total calls per bucket, with in-chart filters for direction and status that narrow within the page range. Buckets are hourly for the 1-hour and 24-hour ranges and daily for the longer ones.
• Abandon rate & time-to-answer puts abandon rate on the left axis and average time to answer in seconds on the right. Time to answer is measured from the moment a person’s phone starts ringing to the moment it is picked up, so call menu navigation and greeting playback do not inflate it. A bucket with no answered calls leaves a gap rather than plotting a zero.
• Peak call times is a 7-day by 24-hour heatmap in the phone system’s time zone. Darker cells are busier; hover a cell for its inbound, outbound, and internal split. Use it to move staffing, business hours, or after-hours routing.

Revenue

Revenue only produces numbers once call categories carry outcomes, so read it together with your call-analysis settings.

• Conversion rate uses the same definition as the Today card: converted calls divided by answered inbound and outbound calls in categories where at least one outcome is marked as a conversion. Internal calls are excluded. If no category has such an outcome, the card shows a dash and links you to the category settings.
• Revenue (period) totals the conversion value stamped on each converted call — the value that its category carried when the call was analyzed.
• Top-converting category names the category with the highest total value, with its converted count.
• Missed revenue estimates what unconverted conversations cost: for each conversion-capable category, the answered calls that did not convert multiplied by that category’s dollar value, summed across categories. Categories without a value contribute nothing and are counted in the “not yet configured” note, which opens an editor for those values.
• Conversion stats lists each conversion-capable category with its answered calls, converted calls, rate, and revenue. Select a category to open Call Log for that category and window.
• Conversion funnel steps Calls → Answered → Converted across every inbound and outbound call regardless of category, and shows where calls drop out. Because the first two stages are not limited to conversion-capable categories, dividing the funnel’s converted stage by its first stage will not reproduce the headline conversion rate — the two answer different questions on purpose.
• Calls by category counts every categorized inbound and outbound call in the window whether or not it was answered, so unanswered demand stays visible next to the conversion table.
• Calls by extension breaks each extension’s calls down by category. Inbound calls credit the extension that answered; outbound calls credit the extension that placed them.
• Categories trending ranks categories by how far they moved against the previous period of the same length.

Expected result

Each page states its phone system and window, every card either shows a measured value or an honest dash, and a drill-through from a chart opens Call Log on the same calls the chart counted.

Troubleshooting

• Conversion rate shows a dash: No call category has an outcome marked as a conversion yet. Mark one on a category, then reload.
• Missed revenue says it is not configured: No conversion-capable category has a default dollar value. Set one for at least the categories you sell from.
• The funnel and the conversion rate card disagree: They measure different populations. The funnel counts all inbound and outbound calls; the rate counts only answered calls in conversion-capable categories.
• A widget says there is not enough data: Widen the range, or confirm the underlying calls carry the classification the widget needs.
• A brand-new call is missing from the scores or categories: Classification and scoring run after the call ends and take a few moments. Refresh once the call’s analysis has completed.
• Two pages show different values for the same idea: Compare the range, the direction filter, and the inclusion rules in each widget’s help text before assuming a defect.
• Every page asks you to select a phone system: Choose one from the header selector; these pages never aggregate across systems.

Related guidance

• Use call history and insights.
• Coach your team with call scores and sentiment.
• Configure call categories, sentiment, and handlers.
• Score calls with scorecards.
• Review compliance settings.