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, a comparison table, a list 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 and Groups, because the 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 Custom. 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.

Every number on the page — totals, per-shop rows, flagged calls, and the drill-down — is recomputed for the selected range, and each headline metric is compared with the equal-length period immediately before it.

Read the portfolio totals

The top row rolls up the shops in scope. Each card shows the value for the range and its change vs prior period.

Two markers qualify a card:

• Partial means the value rolled up from only some of the shops in scope.
• A dash (—) with Not tracked for this portfolio means the measure is not being tracked at all. It is not a zero. Conversion reads this way until at least one shop in scope has a call category with a converting outcome.

Compare shops

The Shop performance table lists one row per shop in scope.

Above the table you can:

• Search shops by name, city or region, or group name.
• Filter to one group, or leave All groups selected.
• Sort by needs attention, calls, missed, average score, sentiment, conversion, or name. The default order puts the shops needing attention first, then the busiest.
• Switch between the table and a card layout, and change the rows per page (25, 50, 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.

Act on shops that need attention

Shops that need attention lists only shops the range flagged, most severe first, with the most urgent reason on each card.

A shop with none of these signals is treated as healthy and stays off the list. An address gap is the only critical signal because it affects emergency calling, not just performance.

Review the calls worth a listen

Calls that need a listen collects flagged calls from across the portfolio, newest first. A call qualifies when it has a recording to play and either its sentiment or its call score came in low. Each row names the caller and the shop, shows why it was flagged, and offers Listen to play the recording in place.

This feed carries per-call detail, so it is limited to the shops where you hold the Admin or Super Admin role. Shops where your role is Extension User — or any role other than those two — contribute no calls, and the feed simply shows fewer rows rather than reporting an error.

Drill into one shop

Select any row in the shop table, any attention card, or any flagged call to open that shop’s panel without leaving the portfolio. The panel keeps the current range and shows:

• The shop’s calls, missed share, average score, and conversion.
• A sentiment breakdown across overall, customer, and employee.
• Call volume for the range.
• E911 status — 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 feed.

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 the table 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 group filter. Clear the group filter 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.
• A total is marked Partial: Only some shops in scope contributed to it. Compare the per-shop column before drawing a conclusion.
• A custom range will not apply: Choose both dates, keep the start on or before the end, and keep the span within 90 days.
• Calls that need a listen 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.