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Interactive Dashboard

The Interactive Dashboard provides advanced analytics capabilities for analysing team and agent performance with dynamic filtering, comparisons, and custom field analysis.

Beta Feature

The Interactive Dashboard is currently in beta testing and available only to invited users. Access must be granted by your administrator.

Accessing the Interactive Dashboard

Navigate to /analytics/team_performance in your CallCoach Dashboard.

Key Features

  • Dynamic Filtering — select date ranges (up to 90 days) and multiple teams for analysis
  • Performance Comparisons — compare current period performance against previous periods
  • Key Metrics Display — visual tiles showing total call time, call count, average scores, and average call duration
  • Spider Chart Visualisation — radar chart comparing current vs. previous period across all score types
  • Performance Tables — side-by-side tables showing top performers and focus areas for each metric
  • Custom Field Analysis — analyse compliance rates for specific boolean fields in your call data
  • Interactive Data Tables — sortable, searchable tables with pagination

How to Use

  1. Set Analysis Parameters:

    • Select a date range using the date picker (maximum 90 days)
    • Choose one or more teams from the multi-select dropdown
    • Click Run Analysis to generate the report

  2. Review Key Metrics:

    • Examine the four metric tiles for high-level performance indicators
    • Study the spider chart to compare current vs. previous period across score types

  3. Analyse Performance by Metric:

    • Expand each collapsible section to view detailed performance tables
    • Review Top Performers and Focus Areas for each score type

  4. Custom Field Analysis (Optional):

    • Select a boolean field from the dropdown (if configured)
    • Click Run Custom Analysis to see compliance rates
    • Review "Best Compliance" and "Focus Areas" tables

Understanding the Data

  • Average Score — calculated across all score types, weighted by call volume
  • Top Performers/Focus Areas — based on the top 5 and bottom 5 agents per metric
  • Compliance Rate — percentage of "true" values for selected boolean fields
  • Spider Chart Scale — dynamically adjusted based on actual score ranges

Common Questions

Why can't I select a date range longer than 90 days?

The 90-day limit ensures optimal performance. For longer-term analysis, run multiple reports or contact support about data export options.

Why don't I see any custom fields in the dropdown?

Custom analysis fields must be configured by your administrator. Only fields with Yes/No answers from your CallCoach reports can be added for custom analysis.

What does Previous Period comparison mean?

It compares your selected date range against the immediately preceding period of the same duration. For example, if you select Jan 1–7, it compares against Dec 25–31.