Use the Voice Agent Dashboard in Contact Center Pro

Overview

The Inbound Dashboard gives you a central view of your AI Voice Agent's performance. Track booking rates, calls handled, and revenue from jobs the Voice Agent booked. See why calls were escalated or went unbooked, where escalated calls were sent, and which Job Types and business units the Voice Agent books most. Review trends over time and drill into any metric to see the calls, summaries, transcripts, and recordings behind it.

Things to know

• If certain features are not enabled, such as Voice Agent Job Booking, related metrics will show as 0%. We recommend enabling all Voice Agent features for the best experience and most complete data.

• To view the Inbound Dashboard, users need the View Inbound Dashboard permission.

• Call recordings and transcripts are stored securely. Only users with permission to view call recordings can play audio from the dashboard.

• Escalation reasons, unbooked call reasons, and call summaries are generated automatically from each call's conversation.

• Paid Revenue appears only after a job is invoiced. Booked jobs that haven't been invoiced yet don't show revenue.

Use cases

• Administrators check Paid Revenue and Avg per Booking to report on the Voice Agent's monthly ROI.

• Managers compare Booking Rate for Business and Booking Rate for AI to see how the Voice Agent performs on the calls it could realistically book.

• Office employees review Escalation Reasons, such as Existing or Past Appointment or Requested Live Agent, to see when callers need a person.

• Managers use Escalation Path to see which escalation paths receive the most transfers.

• Managers review Unbooked Call Reasons to spot demand they’re missing, such as job types the Voice Agent isn’t set up to book, and the Out of Service Area tab to see which ZIP or postal codes callers ask for most outside the service area.

• Managers use Historical Trends to track booking rate and escalation rate month over month after changing Voice Agent settings.

Access the Inbound Dashboard

Open the dashboard from the Contact Center Pro side menu to review your Voice Agent's performance.

1. In the side menu, under Reports, click Voice Agent Dashboard.

2. The Inbound Dashboard opens. Ensure you have selected the Voice Agent tab.  

Apply filters

Filter the dashboard to review performance for a specific timeframe or for specific Voice Agents. Each filter has its own Apply button.

Filter by date range

1. At the top of the Inbound Dashboard, click the date range dropdown. The default is Last 30 Days.

2. Choose a preset range, such as Today, Last Week, Last 90 Days, Quarter to Date, or Year to Date. Or, to set a custom range, enter a start and end date in the date fields or select them on the calendar.

3. Click Apply. 

Filter by Voice Agent

1. Click the Accounts and Agents dropdown. It shows how many agents and accounts are selected, for example 2 accounts, 4 agents.

   Note: When only one agent is selected, the dropdown shows that agent's name instead of a count.

2. On the left, select the accounts to include. Search for an account in Find account, click Select all or Deselect all, or check and uncheck individual accounts. Each account shows how many of its agents are selected, for example 3/3 agents.

3. Click an account to see its agents on the right. Search for an agent in Find agent, click Select all or Deselect all, or check and uncheck individual agents.

4. Click Apply. 

Understanding Voice Agent metrics

The cards at the top of the dashboard show the Voice Agent's key results for the selected period. Hover over any metric name to see its definition.

Performance KPIs

Configure Booking Rate for AI

Booking Rate for AI shows how well the Voice Agent books jobs on calls it could reasonably have booked. Choose which unbooked-call reasons still count as bookable. Unchecking a reason removes those calls from the calculation, so calls the Voice Agent couldn't have booked anyway don't lower the rate.

1. On the Booking Rate for AI card, click the edit (pencil) icon. The Booking Rate for AI Configuration window opens.

2. On the left, select an account. Each account shows how many outcomes count as bookable, for example 5/10 outcomes.

3. Uncheck any reason you don't want counted as bookable for that account. The reasons are listed below these steps.

4. Repeat for other accounts if needed, then click Save. To return to the original settings, click Reset to Default in the bottom left of the window. To close without saving, click Cancel.

Reasons you can include or exclude:

• Scheduling or Availability Conflict (no acceptable times offered, or none accepted)

• Job Type – Disabled Job Type

• Job Type – Out of Service Area

• Customer Information Not Captured (declined to provide it, or a language barrier prevented it)

• Live Agent Requested (at any point in the call)

• Pricing Objection or Bid Follow-Up (includes accepted quotes that still went unbooked)

• Address Could Not Be Validated

• Caller Hung Up or Stopped Responding

• Prior Work, Callback, or Warranty Issue

• Membership or Maintenance Plan (not a new job)

Notes:

• All reasons are counted as bookable by default.

• Changes apply to that account's Booking Rate for AI and can take up to 30 minutes to appear.

• Booking Rate for Business doesn't change. It always counts all bookable calls, so you can compare the two rates side by side.

Escalated and bookable calls

Total Escalated Calls

• Calls the Voice Agent handed off to a live agent, whether or not a job was booked.

• Shows the total and its percentage of all calls handled.

• The bar splits escalated calls into Unbooked and Booked.

Total Bookable Calls

• Calls that could have been booked: booked jobs plus unbooked leads.

• Shows the total and its percentage of all calls handled.

• The bar splits bookable calls into Unbooked and Booked. The Booked share is your Booking Rate for Business.

Click View all on either card to see the calls behind the numbers.

Escalation Reasons

Shows why the Voice Agent transferred calls to a live agent, with the number and percentage of escalated calls for each reason.

Escalation Path

Shows where escalated calls were transferred, with the number and percentage for each destination. Destinations use the labels set up under Escalation Paths in your Voice Agent settings, such as Billing Questions. Calls that didn’t match a path go to your default escalation number, shown as Default Escalation Number.

• Not Transferred (Caller Left Before Handoff): the caller hung up before the transfer completed. These calls aren’t counted as transfers to a destination.

Unbooked Call Reasons

Shows why bookable calls didn't result in a booked job, with the number and percentage for each reason.

Call Outcomes

Shows the number and percentage of all calls handled by outcome.

Booked job tables

At the bottom of the dashboard, use the tabs to switch between three views:

• Booked Jobs by Job Type: booked jobs for each job type, with the number of jobs and the percentage of all booked jobs.

• Booked Jobs by Business Unit: the same breakdown by business unit.

• Out of Service Area: the ZIP or postal codes outside your service area that callers asked for most, with the number of calls and the percentage of all out-of-area calls for each. A summary above the table shows how many calls came from outside every business unit's service area. Use this to decide whether to expand your service area.

To sort a table, click the Jobs column header, or Calls on the Out of Service Area tab. The arrow next to the header shows the sort direction.

Historical Trends

Track how a metric changes over time.

1. In Historical Trends, select a metric: Booking Rate, Calls Handled, Paid Revenue, Escalation Rate, or Booked Calls.

2. Select a time range: 1M, 3M, 6M, or 12M.

3. Select how to group the data: Daily, Weekly, or Monthly.

The line chart updates to show the metric for each day, week, or month in the range.

View detailed results and transcripts

Open any metric to see the calls behind it.

1. On the Inbound Dashboard, click View all on either the Calls Handled, Total Escalated Calls, or Total Bookable Calls cards, or click any segment in a chart, such as an escalation reason. The Calls panel opens and shows the number of matching calls. The list is filtered to match what you clicked, and the Filters button shows how many filters are applied. To see all calls, click Clear all in Filters. Calls Handled shows all calls.

2. Review the call list. For each call, you can see the Date, Duration, Account, Agent, Customer, Phone Number, and Call Type (such as Booked, Unbooked, Excused, or Not a Lead). The list shows 50 calls per page. Use the page controls at the bottom to see more.

3. (Optional) Customize the list. Use the date range and Accounts and Agents dropdowns to change the timeframe, accounts, or Voice Agents. Click Filters to show, hide, or filter columns:

   • Click the eye icon to show or hide a column.

   • Click the filter icon to filter by a column's values. Check the values you want, or use Select all or Clear. For example, filter Intent to Bookable or Unbookable, or filter Escalation to Yes or No and then by a specific reason.

   • Active filters appear next to the column name, for example Bookable. Click Clear all to remove all filters.

   • Available columns are Standard (Account, Agent, Customer, Phone Number, Call Type), Insights (Outcome, Intent, Escalation, Unbooked Reason), and Jobs (Job Type, Business Unit).

    

4. (Optional) To download the calls, click Download Call List. Under Columns to Export, check the columns you want, then click Download. To return to the default columns, click Reset. Standard columns: Account ID, Date/Time, Caller ID, Duration, Customer Name, Customer ID, Job ID, Agent, Call Type. Insights columns: Caller's Intent, Outcome, Escalated + Reason, Unbooked Reason, Revenue, Summary, Transcript.

5. Click a call. The Call Details panel opens.

6. Review the Summary, an AI-generated overview of the call. Depending on the call, it may list key points, such as the issue reported, urgency, service location, or action taken, along with a short written recap.

7. Review the call information: Date/Time, Duration, and Call Type; Outcome, which links to the job for booked calls; Customer, which links to the customer record; and Phone and Agent. 

8. In Recording and Transcript, click Play to listen to the call, search for a word or phrase in Search transcript, and read the conversation turn by turn, labeled Agent and Customer, to find where the outcome was decided. To save a copy, click Download, then select Download Recording or Download Transcript. 

Want to learn more?

• See Contact Center Pro

• See Set call routing rules in Contact Center Pro

• See View and manage Voice Agent Follow Ups