View Dashboards
Version 1.3
Communication Recording Agent provides out-of-the-box dashboards to help you get an overview of your system's conversations and policies. The Dashboards provide key metrics and graphical displays that reflect the conversations and policies in your system.
To view your dashboards, go to Analytics > Communication Recording Agent and choose either Conversations or Policies.
Dashboard and Reference | Description |
|---|---|
The Conversation Capture dashboard shows the total number of conversations in the system, the number of conversations affected by each policy category, any permitted deviations, and any alerts. It also displays the total number of conversations that are not affected by policies. | |
The Policies dashboard shows an overview of your policies by category, including the number of each and their effectiveness. It also displays the total number of policies, the total number of effective, new, and disabled policies in the system, as well as your policy effectiveness over recent weeks. | |
The conversation Metrics dashboard shows metrics for call capture data in the last six months, including total recorded, missed, and policy-dropped calls, the average call duration, the average daily volume, and peak call hours. |
New in this Article:
Version 1.1 of this article has the following general updates:
The FAQs section below has been added to provide quick, actionable answers to common questions.
Various sections have been edited to enhance clarity, usability, and consistency.
Version 1.2 of this article has the following general updates:
Explainer videos have been added to introduce the charts available in the Communication Recording Agent Analytics Pages.
Version 1.3 of this article has the following general updates:
The Conversation Metrics Dashboard has been added.
Dashboards - FAQ
The following answers common questions about Communication Recording Agent Dashboards, and provides links to further reading on each subject.
Q: How do I change the date range for dashboard data?
A: Click the Date and Time Range picker in the top right. Either select a preset option (Today, Yesterday, This week, Last week, etc.) or set a custom date and time range by selecting start date and time, followed by the end date and time. For more information, click here.
Q: What do the sunburst charts show in both dashboards?
A: The sunburst chart in the Conversations dashboard shows policy categories and conversation statuses (Affected, Permitted Deviations, Alerts). In contrast, the Policies dashboard sunburst chart displays policy categories and their effectiveness levels. For more information, click here for the Conversations dashboard and here for the Policies dashboard.
Q: What do the tabs with numbers in the Conversations dashboard indicate?
A: The tabs (All, Recording, Storage, Transcription, Export, Locks) show the number of conversations that have not been affected by each policy category due to alerts. Red numbers indicate issues that need attention, while green, 0, means no issues. For more information, click here.
Q: How can I get more details about specific conversations or policies from the dashboard?
A: Click on segments of the sunburst chart or click on conversation counts under metrics to open detailed lists. These display specific information such as Policy Name, Policy Type, Created Time, Conflict/Alert status, and other metadata for individual items. For more information, click here.
Q: What's the difference between "Permitted Deviations" and "Alerts" in the dashboard?
A: Permitted Deviations are logical reasons why a policy cannot be applied to a conversation (e.g., Purge policies cannot remove locked conversations). Alerts indicate conversations where policies should have been applied but weren't due to issues - these require investigation. For more information, click here.