Work across multiple shops with the All Shops view

Roll up calls, scores, sentiment, conversion, and compliance gaps across every shop in one organization, then drill into a single shop.

When your account can reach several shops that belong to the same organization, the dashboard offers an All Shops scope alongside the individual shops. It answers one question — which shop needs you today — by rolling every in-scope shop into one set of totals, two comparison tables, a queue of calls worth a listen, and a per-shop drill-down. Each shop is still its own phone system; nothing on this view changes a shop’s configuration.

When All Shops is available

The entry appears when a single organization holds two or more shops your account can access.

• Shops that belong to no organization never roll up. They stay reachable individually, and the portfolio header notes how many of them are excluded.
• If your access spans more than one qualifying organization, the selector lists one entry per organization, labelled All Shops followed by the organization’s name.
• The rollup only ever covers shops your account can access. A colleague with wider access sees more shops in the same organization’s portfolio.

Switch between one shop and All Shops

1. Open the phone-system selector in the header.
2. Choose an All Shops entry — each shows the organization and its shop count. The dashboard opens the portfolio and the left navigation collapses to Dashboard, Conversions, Leaderboard, and Groups, because the remaining per-shop pages need one active shop.
3. To leave, pick any individual shop from the same selector. The dashboard returns to that shop’s own dashboard with the full navigation restored.

Opening a per-shop link while All Shops is selected switches you back to shop scope automatically — the page you open decides the scope, not the last thing you clicked.

Choose the reporting range

The range control offers Today, 7 days, 30 days, and a Custom span from the calendar. It opens on 7 days. 7 days and 30 days are rolling windows ending now, not calendar months. A custom range needs a start and an end date, the start must be on or before the end, and the span cannot exceed 90 days — the calendar blocks Apply past that cap rather than failing afterwards.

Every number on the page — totals, both tables, the flagged queue, and the drill-down — is recomputed for the selected range, and each headline metric is compared with the equal-length period immediately before it. The header also states how many shops rolled up, notes any standalone shops left out, and shows how long ago the figures were fetched.

Read the portfolio totals

Five cards roll up the shops in scope. Each shows the value for the range and its change against the prior period.

When a measure cannot be produced, the card shows a dash (—) and its caption names the cause rather than leaving you to guess: No calls in this timeframe, Nothing scored yet, Nothing analysed yet, or No answered calls. A dash is never a zero. Conversion reads this way until at least one shop in scope has a call category with a converting outcome.

The sentiment dimension you pick here also drives the sentiment shown in the drill-down.

See what callers were asking about

Two bar charts sit under the totals. Calls by category shows what callers were asking about, and Calls by tag shows where the calls came from. Calls by tag groups by each tag’s current name across every shop in scope, so the same name in different shops appears as one bar. A call is counted once toward each tag name it has, so a call with several tag names appears in each matching bar and the Untagged remainder only counts calls that have no tag at all. Calls by category sorts descending and shows an Uncategorised remainder for calls with no category yet. Both charts state their own remainder so the count for each bar is explicit.

Compare shops

The Shop performance table lists one row per shop in scope, with the same columns as Group performance below it.

Rows carry chips when something is wrong — Needs attention, and E911 gap with a count when active numbers have no dispatchable address. The table opens sorted by average score, lowest first, so the shops furthest from the target sit at the top. Click any column heading to re-sort.

Above the table you can:

• Search shops by name, city or region, or group name.
• Narrow to specific categories or tags. Tag filters match the current tag name shown in Calls by tag. These lenses re-query the whole dataset, so every metric in both tables reflects the filter, not just the rows on screen.
• Toggle Needs attention to keep only the flagged shops. The badge counts them live. A shop needs attention when it has at least one E911 gap or its average score is below 70.
• Change the rows per page — 10, 25, or 100.

Search, sorting, and paging are applied across every shop in scope, not only the rows on screen, so the first page after a sort really is the top of the whole list. The line above the table states how many shops the filters left, and says so explicitly if the portfolio is large enough that only the first batch was loaded.

Compare groups

Group performance rolls the same shop rows up by group, call-weighted, with the same columns and sort model. It has its own search box and is otherwise derived from the shops above — so the category and tag lenses you set on Shop performance carry through, and the section says so when they are active. Shops in no group roll up under a row chipped Not a group.

Review the calls worth a listen

Flagged calls collects calls from across the portfolio whose sentiment or score came in low, each row naming the caller and the shop it landed at. Tabs split the queue into To review, Reviewed, and All, each with a count. Per row you can play the recording, open the transcript, and Mark reviewed — with Undo if you change your mind.

This queue carries per-call detail, so it is limited to the shops where you hold the Admin or Manager role. Shops where your role is narrower contribute no calls, and the queue simply shows fewer rows rather than reporting an error.

Act on shops that need attention

Shop health lists the shops the range flagged, most severe first. Today the one tracked signal is an E911 gap — one or more active numbers without a dispatchable address — which is always critical, because it affects emergency calling rather than performance. Each entry names the shop and the number of affected lines, and offers Add address, which takes you straight to that shop’s phone numbers. When nothing is flagged the section says so.

Note that Shop health and the Needs attention filter are not the same test: the filter also catches shops scoring below 70, which is a performance signal rather than a health issue.

Drill into one shop

Select any row in either table, or any entry in Shop health, to open that shop’s panel without leaving the portfolio. The panel keeps the current range and shows:

• The shop’s calls, missed count, average score, and conversion.
• Call volume for the range, and calls by category.
• A sentiment breakdown across the dimension selected on the totals.
• Health — either that every number has a dispatchable address, or how many need one.
• The shop’s flagged calls and its most recent calls, both subject to the same role limit as the portfolio-wide queue.

Close the panel to return to the list with your range, filters, and page intact.

Expected result

The header names the organization you are rolling up, the totals and both tables cover the same range and the same set of accessible shops, and opening a row shows detail drawn from that shop’s own calls.

Troubleshooting

• All Shops is not in the selector: The scope needs two or more accessible shops in one organization. Shops that belong to no organization do not qualify, and neither does one accessible shop per organization across several organizations.
• A shop you expect is missing from the table: It may be outside your access, in a different organization, attached to no organization, or excluded by the active search, category, or tag filter. Clear the filters first.
• The portfolio says some shops are not included: Those shops belong to no organization. Open them individually from the selector.
• Conversion shows a dash: No shop in scope has a call category with a converting outcome, so the measure is not tracked. Treat it as unknown, not as zero.
• Group performance changed when you touched Shop performance: The category and tag lenses apply to the whole dataset both tables read from. The section notes when it is following them.
• A custom range will not apply: Choose both dates, keep the start on or before the end, and keep the span within 90 days.
• Flagged calls is empty: Either nothing was flagged in the range, or your role in those shops does not include per-call detail. Widen the range first, then ask an administrator about your role.
• Two All Shops entries look alike: When two organizations share a name, the dashboard appends a short identifier so the entries stay distinguishable.
• Opening a portfolio link lands you on a single shop: Your account does not have a portfolio for that organization, so the dashboard falls back to shop scope.

Related guidance

• Organize shops into groups.
• Sign in and choose a phone system.
• Use call history and insights.
• Assign E911 emergency addresses.
• Review call recordings, transcripts, and AI analysis.