Read your dashboard

The Dashboard is the first page of your workspace. It shows what needs a person, what the agent did, and who called, for the range you choose at the top: Today, 7 days or 30 days.

Needs attention

• Callbacks due lists people waiting for a call back. Open it to work them in callbacks.
• Unanswered questions are things callers asked that the agent could not answer. Open them in Knowledge and add the answer.
• Today's bookings appears for businesses that take bookings, and links to the diary with Open diary.

Call activity

• Calls answered is the number of incoming calls the agent took. Below it, “Plus N the agent placed” counts the calls it made.
• Booked on calls counts calls whose outcome is Appointment booked.
• Minutes used is the total talking time in the range, rounded to minutes. It is the same time your plan's allowance is counted in.
• Average call is the mean length of a call.
• When people call charts incoming calls by hour in your business's own time zone.
• Call outcomes splits calls by how they ended, such as Caller ended the call or Appointment booked, with a percentage for each.
• Latest calls lists the most recent calls. Open one to read it in Conversations.

Related guides

• Read call transcripts and summariesFind a call in Conversations, read what was said, play the recording, and filter by channel, assignee or unread.
• Work the callbacks queueFind who needs a call back, assign it, record an attempt, mark it done or dismiss it, and add one by hand.
• What happens when you run out of minutesHow you are warned at 80% and again when your talking minutes are spent, what callers hear in the meantime, and how to get the agent back on air.