Understanding the Dashboard tab

What is the Dashboard?

The Dashboard is where you go to understand the overall performance of your call center.

Rather than reviewing individual conversations, the Dashboard helps you see larger trends across calls, including booking performance, call volume, and the most common objections customers raise.

This view is especially helpful for understanding how performance changes over time, identifying potential issues, and spotting opportunities for improvement.

Filters and Time Ranges

At the top of the Dashboard, you can adjust the data you're viewing.

You can filter by:

• Team or sales group

• Date range

• Advanced filters

These controls allow you to compare performance across teams, time periods, or specific segments of calls.

For example, you may want to:

• Compare the past 7 days to the previous week

• View a specific team’s performance

• Look at trends during a specific campaign or time period

Key Metrics

At the top of the Dashboard you'll see several summary metrics that give you a quick snapshot of performance.

Success Rate
Shows the percentage of qualified calls that result in a booking.

Total Calls
The total number of calls analyzed during the selected time period.

Qualified Calls
Calls that represent a real service opportunity.

Booked Calls
Calls that resulted in a scheduled appointment.

Together, these metrics help you quickly understand how effectively calls are turning into bookings.

Success Rate Trends

The success rate chart shows how booking performance changes over time.

This helps teams understand trends such as:

• improvement after training

• seasonal demand changes

• operational issues impacting bookings

Tracking these trends helps teams measure progress and identify when adjustments may be needed.

Qualified Unbooked Calls

This section highlights calls where a customer had a service need but did not book an appointment.

These calls often represent missed opportunities and can be reviewed later for coaching or follow-up.

Objections and Coaching Opportunities

The Dashboard also surfaces patterns across conversations.

Top Objections
Shows the most common reasons customers choose not to schedule service.

Understanding these objections helps teams improve how they respond to customer concerns.

Coaching Opportunities
Highlights team members who may benefit from additional coaching based on their call performance.

Managers can use this information to focus coaching efforts where they will have the greatest impact.