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Analytics Dashboard

Live Feature

The Analytics Dashboard is fully operational and available now! Access it from the left sidebar navigation.

Overview​

The Analytics Dashboard provides real-time insights into your voice communication performance, system health, and usage metrics. The dashboard uses role-filtered content - you'll see exactly the data and features relevant to your role.

Key Features​

  • 📊 5 Comprehensive Tabs: Overview, Campaigns, Voice, Usage, System Health
  • 🔄 Real-time Data: Refresh analytics on demand
  • 📈 Visual Charts: Interactive graphs and progress bars
  • 📤 Export Capabilities: Download data as CSV for further analysis
  • 🎯 Role-Based Access: See only what's relevant to your role

Who Can Access Analytics?​

RoleAccess LevelAvailable Tabs
AgentOwn performance onlyOverview, Voice (personal data)
Department ManagerDepartment team dataOverview, Campaigns, Voice, (future: Team Performance)
Account AdminOrganization-wideOverview, Campaigns, Voice, Usage
Super AdminNetwork-wideAll tabs including System Health

Accessing the Analytics Dashboard​

  1. Log in to DutyCall
  2. Click "Analytics" in the left sidebar navigation
  3. Select a tab to view specific analytics

The dashboard will automatically show data scoped to your role and permissions.

For Agents: Personal Performance Analytics​

As an Agent, the Analytics Dashboard shows your personal performance only. This helps you track your own productivity, identify areas for improvement, and monitor your success.

What You See​

Overview Tab:

  • Your total calls (this period)
  • Your personal call volume metrics
  • Account age

Voice Tab (Your Data Only):

  • Your call count (inbound + outbound)
  • Your success rate (completed vs failed)
  • Your average call duration
  • Your total talk time
  • Your call status breakdown

What You Cannot See​

The dashboard is scoped to your data only. You will NOT see:

  • ❌ Team or department performance
  • ❌ Other agents' call data
  • ❌ Campaign management statistics
  • ❌ Organization usage metrics (email/SMS quotas)
  • ❌ System health information
  • ❌ Export functionality (restricted to Manager+)

Why Limited Access?​

Data Minimization: You only access data relevant to your role (GDPR/CCPA compliance principle)

Privacy Protection: Other agents' performance data is protected from peer viewing

Focus: Removes distractions from comparison to others - focus on your own improvement

Security: Reduces risk of sensitive data exposure

How to Use Analytics for Self-Improvement​

Daily Routine:

  1. Log in to DutyCall
  2. Click "Analytics" in sidebar
  3. Check your Voice tab:
    • What's my success rate today? (Target: >80%)
    • How many calls have I handled?
    • What's my average call duration?

What Good Performance Looks Like:

  • Success Rate: >80% calls completed successfully
  • Average Duration: Consistent with your team's target (ask your manager)
  • Status Breakdown: Low failed/no-answer rates

If You See Issues:

  • Success rate <80%: Review call handling technique, check if customers are answering
  • Very short durations: May indicate missed calls or technical issues
  • High failed rate: Check your phone/headset connection, verify WebRTC is working

Quick Actions​

Refresh Your Data:

  • Click the "Refresh" button (top right) to see latest stats
  • Dashboard updates in real-time based on your recent calls

Review Call History:

  • For detailed call-by-call records, visit Call History
  • Filter by date, direction, status, or contact

Get Help:

  • If numbers look wrong, contact your manager
  • For technical issues, check Troubleshooting

Understanding Your Metrics​

Total Calls:

  • Count of all calls (inbound + outbound) you handled
  • Higher is generally better (shows activity level)

Success Rate:

  • Percentage of calls that completed successfully
  • Formula: (Successful Calls / Total Calls) × 100
  • Target: >80% for healthy performance

Average Duration:

  • Mean length of your calls in minutes/seconds
  • Should be consistent with your role expectations
  • Very short = potential connection issues
  • Very long = may need efficiency coaching (ask manager)

Total Talk Time:

  • Sum of all call durations
  • Shows your total productive time on calls
  • Use to understand your daily workload

Tips for Agents​

Daily Check (30 seconds):

  • Morning: Check yesterday's success rate
  • End of day: Review today's call count and duration

Weekly Review (5 minutes):

  • Compare this week vs last week
  • Look for trends (improving or declining?)
  • Identify patterns in your peak performance times

Goal Setting:

  • Set personal targets (e.g., "achieve 85% success rate this week")
  • Track progress daily
  • Celebrate improvements

When to Ask for Help:

  • Success rate drops below 70%
  • Average duration significantly changes (±50%)
  • You see failed calls but don't know why
  • Numbers don't match your perception of performance

Remember: These analytics are for YOUR benefit - use them to improve, not to stress. Everyone has off days.

Refreshing Analytics Data​

The dashboard displays real-time data based on current database state.

To refresh:

  1. Click the "Refresh" button (top right of Analytics page)
  2. All tabs will re-fetch data from the server
  3. Charts and metrics update instantly

Auto-refresh:

  • Not currently implemented
  • Manual refresh required
  • Future enhancement: Auto-refresh every 30-60 seconds

Exporting Analytics Data​

Export data for offline analysis, presentations, or custom reports.

Available on:

  • Campaigns Tab (Recent Campaigns table)
  • Future: Voice Tab, Agent Performance tables

Format: CSV (Comma-Separated Values)

How to Export:

  1. Navigate to tab with export functionality
  2. Click "Export" button
  3. File downloads as {filename}-{timestamp}.csv
  4. Open in Excel, Google Sheets, or any spreadsheet app

What Gets Exported:

  • Current tab's visible data
  • All columns shown in the table
  • Filtered by current role/permissions

Understanding Analytics Hierarchy​

DutyCall follows industry-standard analytics hierarchy for role-based visibility:

Network (Super Admin)
  ↓
Customer/Organization (Account Admin)
  ↓
Department (Dept Manager)
  ↓
Agent (Individual)

This matches:

  • Twilio Flex: Workspace → Task Queue → Worker
  • Five9: Tenant → Campaign → Agent Group → Agent
  • Genesys Cloud: Organization → Division → Queue → Agent

Why This Matters:

  • Consistent with contact center industry standards
  • Scalable from single-team to enterprise deployments
  • Clear data ownership and visibility boundaries

Questions or need help? Contact your account administrator or support team.