Cloud PBX Dashboard
This article overviews the CommPeak Cloud PBX dashboard and includes instructions on reading stat cubes and charts, working with time frames and filters, and customizing your layout.
The dashboard is your homepage in CommPeak Cloud PBX. 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 Cloud PBX instance.
- Click the Dialer icon at the top left.
The Cloud PBX dashboard - Stat cubes and charts
Manager vs. Agent Dashboard
Your dashboard type is set by your account permissions:
- Manager Dashboard: Shows activity across the manager's team and includes the full Cloud PBX metric set (15 cubes)
- Agent Dashboard: Focuses on the agent's personal stats (a 7-cube subset)
The layout, charts, time-frame controls, and customization tools work the same way on both. The 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 or on both.
Charts are controlled separatelyCharts are not tied to the manager/agent split or to the app mode. They're governed by a single 'view dashboard charts' permission, so they can appear on either dashboard type when that permission is enabled.
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
- Stat cubes: Single-number tiles (KPIs) such as Total Calls or Average Success Rate, grouped into panels. Each shows a value for the panel's time frame and, where available, a green/red change chip versus the previous period
- Charts: Trends and breakdowns such as Calls Summary or Outbound Calls by Country
Every panel has its own time-frame button (e.g. Today, Last 7 Days) and an Updated label showing how fresh the data is. For Today/Yesterday the category charts render as donuts; for multi-day ranges they render as trends.
Time-frame button
Stat Cubes Reference
These are the cubes available in Cloud PBX. Durations are shown as HH:MM:SS, and "answered" means a call that connected (had billable talk time).
| Cube | What it shows | Available in PBX |
|---|---|---|
| Total Calls | All calls handled in the selected period, including inbound, outbound, and internal calls | Manager & Agent |
| Total Calls Duration | Total time spent on all calls | Manager & Agent |
| Total Billable Calls Duration | Total talk time on answered (billable) calls | Manager & Agent |
| Answered Calls (agent)/Total Billable Calls (manager) | Number of calls that connected. Same metric, labeled per dashboard | Manager & Agent |
| Log-In Duration | Total time logged into the system | Manager & Agent |
| Breaks Amount | Number of break sessions taken | Manager & Agent |
| Total Breaks Duration | Total time spent on breaks | Manager & Agent |
| Incoming Calls | Inbound calls received | Manager |
| Total Progressive Calls | Calls placed by the progressive dialer | Manager |
| Total Progressive Duration | Time spent on progressive calls | Manager |
| Total Billable Progressive | Connected progressive calls | Manager |
| Average Call Duration (ACD) | Average length of a call | Manager |
| Average Success Rate (ASR) | Percentage of calls that were answered | Manager |
| Total Users | Number of agents who made or received calls | Manager |
| Effective Calls | Calls that lasted at least your configured threshold, shown as a count and a percentage of total calls | Manager |
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 or 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, 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. You can choose the time frame (Today, Yesterday, This/Last Week, This/Last Month, Last 7/30 Days) and narrow the data by Groups, Skill Groups, Desks, and Campaigns. These settings apply to that panel only and are temporary until you click Save as default.
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. From there you can:
- Add panels, charts, and metric cube: click Add for charts/tools, or + Add widget inside a metrics panel to add a cube. Only the cubes allowed in Cloud PBX are offered
- Configure a Cube: Some cubes have settings (for example, Effective Calls lets you set the effective-call threshold in seconds)
- Move/Resize: Drag a panel by its handle or edge
- Duplicate/Remove: Copy a panel, or remove a panel or an individual cube
- Templates: Replace your layout with a ready-made one
- Save changes to keep your layout, or Cancel to discard your edits
Updated 5 days ago