Find out what actually happened
Dashboards, widgets, the call and conversation metrics worth watching, and how to get any of it into Excel.
9 tutorials in this section
Tutorials in Insights & reporting
The Home account overview
Spend, capacity and the state of every channel on one screen. The thirty-second check that catches most problems before customers do.
ReadCapacity against the plan: what runs out first
Four meters — AI voice minutes, AI messages, carrier minutes and automation runs — answering one question: what stops you first if volume keeps climbing?
ReadRead the channel estate
Every channel, its kind, its health and its conversation count in one table. The fastest way to find a channel that has quietly died.
ReadRead the lead funnel
Where contacts stop moving, stage by stage, with each conversion shown against the stage above it.
ReadBot versus agent load
How much the bots absorb before a person is needed — and why there is no correct number, only a trend worth watching.
ReadThe call metrics worth watching
Six call metrics that tell you something worth acting on, the order to look at them in, and the popular number that cannot tell you anything at all.
ReadConversation and response metrics
What to measure on the chat side, and why unreplied is the number that matters most.
ReadReport on campaigns
Dials, connects and bookings per campaign — and how to compare two campaigns without fooling yourself.
ReadExport a report to Excel
For the analysis the screens do not do, and for anyone who will only ever believe a spreadsheet.
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