Read the Overview, Conversions, and Call Volume dashboards

Interpret the landing page, the conversion view, and the volume view, and tell a blank measure apart from a zero.

The Insights group holds four pages. Overview is the landing page and answers “how are we doing this period”. Conversions answers “what did those calls produce”. Call Volume answers “how much came in, and when”. Call Logs is the per-call record and has its own guide, as does Coaching. System health lives outside this group, under System > Health.

Every figure belongs to the one phone system named in the header, so confirm the intended system is active before you read a number or share a screenshot.

How every number here is scoped

• One phone system, one clock. Day boundaries and hour buckets follow the phone system’s configured time zone, not your browser’s.

• A timeframe you choose. Each page has its own timeframe control: three quick segments, and a flyout holding the rest of that page’s presets. The pages do not share one setting, and they do not open on the same window:

  Page	Opens on	Quick segments	Also in the flyout
  Overview	Today	Today, 7 days, 30 days	This week, This month, 14, 60, 90 days
  Call Volume	Last 30 days	Today, 7 days, 30 days	14, 60, 90 days
  Conversions	Last 30 days	Today, 7 days, 30 days	Yesterday, 90 days, This week, This month

• A custom span, on the pages that offer one. Overview and Call Volume add a two-month calendar for an arbitrary start and end date, with a Compare checkbox that is on by default. Conversions offers presets only — it cannot yet evaluate an arbitrary span, so it shows no calendar rather than one that applies nothing. The selection is written to the page address, so a copied link reopens the same view.

• A comparison against the window before it. When a card shows a change, the comparison window has the same length and ends where the current window begins. Turning Compare off on a custom span removes the change chips rather than comparing against an arbitrary period.

• Honest gaps. A dash means the measure could not be produced at all — usually because a setting is missing or no call has been analyzed yet. A dash is never a zero. A card whose data failed to load says so instead of falling back to zero, because a zero on a volume or score card reads as a real measurement.

• One row per visit. Volume counts a call once per visit to your phone system, so a call that was answered and then transferred internally is not counted twice.

• Refresh reloads every widget on the page at once.

Overview

Overview opens on Today and synthesizes what the other pages cover in detail.

Three cards run across the top. Each plots a small trend line for the selected window and breaks itself down underneath.

Conversion rate shows a dash until at least one call category has an outcome marked as a conversion, and links you to the category settings to fix that.

Below the cards:

• Calls by tags and Calls by category sit side by side. The tags card keeps its place even when no tags are configured, and explains the feature instead of disappearing. Select a slice of the category donut to open Call Log filtered to that category over exactly the window the donut used — not a window recomputed in your browser.
• Flagged calls is the review queue: calls whose sentiment or score came in low. It has To review, Reviewed, and All tabs with counts, a Mark reviewed action per call (with Undo), and buttons to play the recording or open the transcript. Viewing flagged recordings needs a manager role; without it the card says so rather than showing an empty list.
• Calls by sentiment and Recent calls run down the right side. Recent calls always lists the five most recent calls regardless of the page timeframe — it is a live tail, not a windowed measure. Each row has an inline play button for the recording and a transcript button that opens the call drawer; when no recording exists, the play control says so instead of playing. View all calls opens Call Log on a 30-day window.
• Call insights pairs Notable changes with Recommendations. Notable changes lists at most three plain-language callouts; on Today it compares against a 14-day baseline and suppresses a metric that already fired yesterday, and on any other window it compares against the prior equivalent period. When nothing qualifies it says so — that is a real answer, not a loading state. Recommendations are rule-based prompts drawn from the figures already on the page, such as missed calls to review or flagged recordings to listen to.

Conversions

Conversions only produces numbers once call categories carry outcomes, so read it together with your call-analysis settings. Alongside the timeframe, a call type toggle sets the population for the whole page — Inbound, Outbound, or All. It opens on Inbound, because the calls a shop converts are overwhelmingly the ones it receives.

Four cards, deliberately without trend lines — a single spike from three calls reads as a trend and is not one.

The rate card carries a change in points only when a genuinely comparable prior period exists; otherwise it says No prior period to compare rather than inventing a win against an empty period. Est. conversion value reads Not configured whenever the period’s estimated total is $0 — which covers both “no category carries a value” and “values are set but nothing converted in this period”.

Below the cards, the same population is broken down three ways — Conversion rate by category, by extension, and by representative — stacked in full under one shared sort. Every section has the same columns: the name, Converted / missed, Rate, vs. prior, and — whenever the period produced any estimated value at all — Est. value. A period with no conversions hides the column even when your categories carry values. Click any column heading to re-sort all three at once.

Each breakdown states its own gaps rather than quietly dropping calls: the extension section footnotes answered calls attributed to no extension, and the representative section footnotes calls whose answering extension is not mapped to a user, with a link to fix the mapping.

Call Volume

Call Volume opens on Last 30 days and answers when the phones are busy.

Below the cards, Call volume trend charts total calls per bucket, and Peak call times is a 7-day by 24-hour heatmap in the phone system’s time zone. Darker cells are busier, and a callout under the heatmap names the single busiest day and hour with its call count. Use it to move staffing, business hours, or after-hours routing.

Health

System > Health is a separate page for operational status rather than call performance. It shows an E911 compliance card, a Phone health card, and the Heartbeat chart, which plots today’s calls per hour against the average of the same weekday over the previous four weeks and stops at the current hour so the rest of the day does not read as a collapse. Health has no timeframe control — it always reports now. See Check your phone system status for how to read each state.

Expected result

Each page states its phone system and window, every card either shows a measured value or an honest dash, and a drill-through from a chart opens Call Log on the same calls the chart counted.

Troubleshooting

• Conversion rate shows a dash: No call category has an outcome marked as a conversion yet. Mark one on a category, then reload.
• Est. conversion value reads Not configured: The period’s estimated total is $0. Either no conversion-capable category carries a default value — set one for at least the categories you sell from — or values are set but no call converted in this period. Widen the timeframe to tell the two apart.
• The estimated value does not equal conversions × the amount you set: Each call keeps the amount that applied when it was analyzed — including none, if the category carried no amount at that point. Those calls still count as conversions but add nothing to the estimate, so it can sit well below conversions × your current amount. Setting or changing an amount applies to calls analyzed from then on and does not reach calls already analyzed, so a period can mix unpriced calls, an old amount and a new one.
• The three Conversions breakdowns do not add up to the cards: They measure the same answered, conversion-capable population, but each footnotes the calls it cannot attribute — read the footnote under the section before assuming a defect.
• Recent calls disagrees with the rest of Overview: Recent calls ignores the page timeframe by design and always shows the five latest calls. Every other widget follows the timeframe.
• A widget says there is not enough data: Widen the timeframe, or confirm the underlying calls carry the classification the widget needs.
• A brand-new call is missing from the scores or categories: Classification and scoring run after the call ends and take a few moments. Refresh once the call’s analysis has completed.
• Two pages show different values for the same idea: They open on different windows by default — Overview on Today, Conversions and Call Volume on Last 30 days. Compare the timeframe and the call type toggle before assuming a defect.
• Flagged calls says manager access is required: Viewing per-call recordings needs a manager role for this phone system. Ask an administrator.
• Every page asks you to select a phone system: Choose one from the header selector; these pages never aggregate across systems.

Related guidance

• Use call history and insights.
• Coach your team with call scores and sentiment.
• Configure call categories, sentiment, and handlers.
• Score calls with scorecards.
• Check your phone system status.