The Dashboard

The Dashboard is the first page everyone lands on, and it shows each person what they can act on. Admins get the organization-wide metrics dashboard; everyone else gets the agent dashboard focused on their own queue and numbers.

Filters

The admin dashboard filters everything at once: date range (defaults to Today), source, agent, campaign, and (on the retention tab) carrier. Two tabs split the view by suite.

The Sales Suite Tab

Volume and conversion for your sales motion:

• KPIs: Total Calls, Customers Engaged, Total Duration, Avg Call Duration, Available Leads, Leads In Distribution, Contact Rate, Appointments Booked, Appointment Attendance, Total Transfers, and a configurable Outcome Rate.
• Charts: Call Dispositions, Call Volume, Assistant Types, Leads by Source, Leads Created, Lead Status, Activity by Source, Contact Rate (and by Source), Appointment Metrics, Transfer Metrics, and Transfers by Assistant.

Source-sliced charts answer the money question (which channels convert); for the deeper per-vendor view, see Source Tracking.

The Retention Suite Tab

Service load and responsiveness for your book:

• KPIs: Total Inquiries, Avg Response Time, Total Agents, Total Carriers.
• Breakdowns: inquiries and response times by agent (including an agent inquiry-rate table), inquiries by carrier with carrier inquiry rates, and inquiry distributions by category, severity, and status over time.

The carrier breakdowns are quietly powerful: a carrier whose members generate outsized inquiries is a signal for both your service staffing and your carrier mix.

Make It Yours

Press Customize on either tab to drag components into the layout you want, and Reset to go back to the default arrangement.