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Total Calls
β€”
Ξ” β€” vs prior period β€”/day
Picked
β€”
β€”%
Share of total
Missed
β€”
β€”%
Share of total
Failed
β€”
β€”%
Network/Infra issues
Call Conversion
β€”%
β€” converted
Picked β†’ (Qualified/Converted)
AHT (Avg Handle Time)
β€”
Talk + Hold + Wrap (picked)
ASA (Avg Speed of Answer)
β€”
Queue β†’ connect
FCR (First Call Resolution)
β€”%
Resolved in 1st contact
Calls over Time
Daily trend by outcome
Picked Missed Failed Voicemail
Outcome Mix
Distribution
Conversion Funnel
Reach β†’ Picked β†’ Qualified β†’ Converted
Top Failure Reasons
Error codes / Dispositions
SLA & Quality
Answer < 20s
β€”%
Abandon Rate
β€”%
Service Level
β€”%
CSAT
β€”%
Composite service level combines SLA, abandon, and FCR.
Agent Interaction Overview
Handled vs Conversions Β· by Agent
Channel Mix
Inbound vs Outbound
Realtime Snapshot-Outbound Calls
Live Calls & Queue
Active
β€”
In Queue
β€”
Avg Wait
β€”s
Queue Occupancy
β€”%
ASR / STT Quality
  • ASR Accuracyβ€”%
  • Avg Sentimentβ€”
  • Interruptions / Callβ€”
  • Intent Recognitionβ€”%
Speech metrics based on picked calls only.
Hourly Heatmap
Contact volume by hour Γ— day
Recent Calls
Last 100 interactions
Time Call ID Customer Assistant/Agent Status Duration Disposition Sentiment
Agent Leaderboard
Conversions & CSAT
Agent Handled Conv CSAT
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