Dialer Dashboard

This article overviews the CommPeak Dialer dashboard, including stat cubes, charts, time frames and filters, and how to customize your layout.

The dashboard is your homepage in CommPeak Dialer. It offers an easy view of call and agent activity, and it can be configured to show the metrics and charts you choose, over the time frame you set, and arranged the way you like.

To open your Dashboard:

Open your CommPeak Dialer instance.
Click the Dialer icon at the top left.

Manager vs. Agent Dashboard

Your dashboard type depends on your account permissions:

Manager Dashboard: Shows activity across the manager's whole team (agents, desks, campaigns) and includes the full set of metrics
Agent Dashboard: Focuses on the agent's personal stats with a smaller set of metrics

Both dashboards share the same layout, charts, time-frame controls, and customization tools. The only difference is which stat cubes you can add. The Available to column in the Stat cubes reference shows whether a cube appears on the Manager dashboard, the Agent dashboard, or both. Note that two cubes use a different label depending on the dashboard.

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Charts are controlled separately
Charts are not tied to the manager/agent split. They're governed by a single 'view dashboard charts' permission, so either dashboard type can show charts when that permission is enabled. See the Charts reference.

Dashboard Permissions

Your role decides which dashboard you get:

You get the Manager Dashboard if your role has the Manager Dashboard permission (under Home Page Dashboards → Homepage Widgets), if your account is a Tenant Superuser, or if it has the Full Recording Access flag
Otherwise, with the Agent Dashboard permission, you get the Agent dashboard
If your account has both permissions, the Manager dashboard always takes precedence

How the Dashboard is organized

The dashboard is built from three kinds of building blocks:

Stat cubes: Single-number tiles (KPIs) such as Total Calls or Average Success Rate, grouped into panels.

Charts: Trends and breakdowns such as Calls Summary or Outbound Calls by Country

Tools: the My Future Callbacks list and blank Metrics panels you fill yourself

Reading a Stat Cube

Each cube shows a single value for the panel's time frame. Many cubes also show a change chip that compares the value to the previous, equivalent period: green for an increase, red for a decrease.

Every panel has its own controls in the top-right of its header:

A time-frame button (e.g. Today, Last 7 Days) that sets the period and filters for that panel only
An Updated label showing how fresh the data is (e.g. just now, 5m)

Reading the Charts

Charts cover the same period as their panel's time-frame button. For Today or Yesterday, category charts appear as donuts. For multi-day ranges, they appear as trends over time. Hover over any point or segment to see the exact values.

My Future Callbacks

The My Future Callbacks list shows the leads you've scheduled to call back, grouped by urgency: Overdue, Due Soon, and Later. Use the date arrows to move between days, or click Today to jump back. Click any lead to open it.

Stat Cubes reference

The table below describes what each cube shows and which dashboard it is available on. Durations are shown as HH:MM:SS, and "answered" means a call that connected (had billable talk time).

Calls

Cube	What it shows	Available to
Total Calls	All calls handled in the selected period, including inbound, outbound, and internal calls	Manager & Agent
Incoming Calls	Inbound calls received	Manager
Total Predictive Calls	Calls placed by the predictive dialer	Manager
Total Progressive Calls	Calls placed by the progressive dialer	Manager

Call Duration

Cube	What it shows	Available to
Total Calls Duration	Total time spent on all calls	Manager & Agent
Total Billable Calls Duration	Total talk time on answered (billable) calls	Manager & Agent
Total Predictive Duration	Time spent on predictive calls	Manager
Total Progressive Duration	Time spent on progressive calls	Manager
Average Call Duration (ACD)	Average length of a call	Manager

Answered & Effectiveness

Cube	What it shows	Available to
Answered Calls (agent) / Total Billable Calls (manager)	Number of calls that connected. Same metric, labeled per dashboard	Manager & Agent
Total Billable Predictive	Connected predictive calls	Manager
Total Billable Progressive	Connected progressive calls	Manager
Effective Calls	Calls that lasted at least your configured threshold, shown as a count and a percentage of total calls	Manager
Average Success Rate (ASR)	Percentage of calls that were answered	Manager

Leads

Cube	What it shows	Available to
Personal Leads (agent)/Number of Leads Dialed (manager)	Distinct leads that were dialed. Same metric, labeled per dashboard	Manager & Agent
Total Answered Leads	Distinct leads that were reached (had at least one connected call)	Manager
Total Campaign Leads	Total number of leads in the selected campaigns	Manager
Total Assigned Leads	Leads assigned or created during the period	Manager
Count Of The Specific Status	Number of calls that ended in the lead status(es) you choose	Manager
Average Calls Per Same Leads	Average number of calls made per lead	Manager

Agents & Time

Cube	What it shows	Available to
Log-In Duration	Total time logged into the system	Manager & Agent
Clock-In Duration	Total clocked-in (shift) time	Manager & Agent
Breaks Amount	Number of break sessions taken	Manager & Agent
Total Breaks Duration	Total time spent on breaks	Manager & Agent
Meetings For Today	Number of callbacks scheduled for today	Manager & Agent
Total Users	Number of agents who made or received calls	Manager

Account

Cube	What it shows	Available to
CommPeak Balance	Your account's live Voice balance (and SMS balance, where available)	Manager (with balance permission)

Charts reference

Charts appear on either dashboard type when the "view dashboard charts" permission is enabled. The Best for column notes whether a chart describes team-wide activity or your personal activity.

Chart	What it shows	Best for
Calls Summary	Inbound vs. outbound vs. internal call volume over time	Team or personal
Outbound Calls Summary	Outbound volume split by dialing mode (manual, predictive, progressive, click-to-call, phonebook), with the number of unique destinations	Team or personal
Outbound Calls by Country	Where your outbound calls land, broken down by country	Team or personal
Billable Calls	Billable amount by dialing mode	Team or personal
Calls Performance	Calls grouped into duration buckets (≤30s, 30–60s, 60–120s, >120s)	Team or personal
Inbound Summary	Bridged vs. abandoned inbound calls	Team or personal
Top Performing Agents	Your highest-volume agents	Team (manager)
Top Performing Desks	Your highest-volume desks (teams)	Team (manager)
My Calling Performance	Total vs. effective calls over time	Personal (agent)
Answer Rate / Total Outbound	Outbound call volume together with answer rate	Team or personal
Total Inbound / Answered	Share of inbound calls that were answered	Team or personal
Total Outbound / Answered	Share of outbound calls that were answered	Team or personal

Setting the Time Frame & Filters

Click a panel's time-frame button to open its view options. From there you can:

Choose the time frame (Today, Yesterday, This/Last Week, This/Last Month, Last 7/30 Days)
Narrow the data by Groups, Skill Groups, Desks, and Campaigns

These settings apply to that panel only. A change you make here is temporary until you save it. Click Save as default to keep it.

Keeping Data Fresh

Refresh: Click the refresh button (top right) to reload all panels immediately.

Auto-refresh: Turn on the toggle to refresh the dashboard automatically. Each panel shows an Updated label so you always know how current the data is.

Customizing your Dashboard

Click Edit Dashboard (top right) to enter edit mode. While editing, each panel shows controls to configure, duplicate, or remove it, and each cube shows a remove button.

Add Panels, Charts, and Tools

Click Add to open the picker. Search for an item, or browse the Charts and Tools groups. The Preview panel on the right shows what it looks like before you add it. Click Add to dashboard to place it. The cubes and charts offered here match what your permissions allow.

Adding a chart from the picker, with live preview

Configure a Cube

Some cubes have their own settings. For example, Effective Calls lets you set the Effective Call threshold (in seconds) that decides which calls count as effective. Open the cube's settings, enter a value, and click Apply.

Configuring a cube — the Effective Calls threshold

Rearrange, Duplicate, and Remove

Move: Drag a panel by its handle to reposition it

Resize: Drag a panel's edge to change its size

Duplicate: Copy a panel, including its settings

Remove: Delete a panel, or remove a single cube from a panel

Start from a Template

Click Templates to replace your current layout with a ready-made one: Manager Command Center, Inbound Operations, Outbound & Revenue, Executive Snapshot, Agent Day, or Compact. Nothing is saved until you click Save changes. Cancel restores your previous layout.

Save your Changes

When you're happy with the layout:

Save changes: Keep your edits as your dashboard.

Cancel: Discard your edits and restore the previous layout.

Updated about 13 hours ago

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