The Overview page
Seven numbers and one chart, for the daily glance that tells you whether anything needs attention. Including the detail that trips people up: the page carries two date ranges, not one.
6 min readUpdated 26 August 2026
Overview is the page for the thirty seconds you spend checking that nothing has gone wrong. It calls itself your dashboard at a glance, and that is a fair description of its ambition: it is not where you investigate anything, it is where you find out whether you need to.
Analytics is the page for the investigating. This one is for noticing.
The seven numbers
A single strip across the top, all of it for the period you have selected.
Tip
Average Cost is the number to watch rather than Total Cost. Total goes up because you are busier, which is good news. Average going up means each call got more expensive, which is not.
| Number | What it tells you |
|---|---|
| Number of Calls | Volume. The first thing to check against what you expected |
| Avg Duration | How long a typical call ran |
| Avg Latency | How quickly the agent responded. The number that decides whether calls feel natural |
| Total Cost | What the period cost you |
| Average Cost | Cost per call, which is the one that scales |
| Successful Calls | How many completed rather than fell over |
| Top Sentiments | The mood most of your callers were in |
Two date ranges on one page
This is the thing worth knowing before you read anything on this page, because it looks like a contradiction and is not.
The picker at the top right controls the seven numbers. The Overall success rate card underneath has its own picker in its own corner, and it does not follow the one above it. Out of the box they are set differently, so the strip and the chart are describing different windows of time.
Careful
Before comparing the success percentage against the call count, check both pickers say the same thing. Otherwise you are comparing a week against a month and drawing a conclusion from it.
The ranges
Both pickers offer the same five choices.
- Last 7 Days
- Previous 7 Days
- This Month
- Last Month
- Custom Range
Tip
Last 7 Days and Previous 7 Days are a pair, and flipping between them is the fastest honest comparison on the platform. Same length of window, no month-boundary effects, no arithmetic.
Overall success rate
One card, described on the page as the share of calls completed successfully across the selected period, drawn as a line by day.
A line is the right shape for this because the useful signal is the change rather than the level. A steady 90 percent tells you little. A drop from 90 to 60 on a Tuesday tells you to open the call log for Tuesday.
What to do when a number looks wrong
Overview deliberately does not explain anything, so every answer is on another page.
| What you noticed | Where to look |
|---|---|
| Fewer calls than expected | Call log, filtered to the day |
| Success rate dropped | Analytics, at the disconnect reasons |
| Cost per call climbed | The cost breakdown on individual calls |
| Sentiment turned negative | Analytics, then the transcripts behind it |
Common questions
- Why does the chart show a different period from the numbers above it?
- Because they have separate date pickers. The one at the top right drives the seven numbers, and the Overall success rate card has its own. Set both the same before comparing them.
- What counts as a successful call?
- A call that completed successfully rather than ending in a failure. Analytics breaks down how calls ended, which is where you find out what the unsuccessful ones actually did.
- Everything shows zero.
- Either no calls happened in the selected period, or the period is wrong. Widen the range before assuming anything is broken.
- What is Avg Latency?
- How long the agent took to respond. It is the number behind whether a call feels natural or laggy, and it is worth watching after any change to models or voices.
- Can I pick my own dates?
- Yes. Custom Range is the last option in both pickers.
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