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Dashboard Overview

The Main Dashboard is your landing page after logging into CallCoach. It provides a snapshot of key information and quick access to different modules.

The dashboard displays quick-link cards to major sections:

  • Configuration — manage settings, teams, agents, and users. Typically available to Administrators only. Team Leads do not have access.
  • Reporting — view team performance, historical reports, and various metrics. Available to Managers, Team Leads, and Administrators. Data starts populating after integration is complete and metrics begin processing (typically updated weekly on Saturdays).
  • Call Recordings (Upload) — manual upload of call recordings. Primarily used for demos or during initial onboarding. Once CallCoach is fully integrated for automatic call ingestion, this option is usually disabled.
  • AI Training Progress — view the AI Training Dashboard with feedback ratings and achievements. Accessible to all users (Administrators, Team Leads, and Agents).

Note

If a card is greyed out or says "Feature Disabled", you may not have the necessary permissions or the feature might not be enabled for your organisation.

Weekly Highlights

Best Calls

Shows top-performing calls from the last 7 days based on CallCoach analysis. Click on a call to see the full report in a modal.

How Best Calls are selected:

  1. CallCoach reviews all calls from the past 7 days
  2. For each call, it counts the number of scored metrics (0–100 points each; "not applicable" scores are excluded)
  3. It calculates the maximum possible points (number of scored metrics × 100)
  4. The percentage of achieved points out of the maximum possible is calculated
  5. The top calls with the highest percentages are displayed

Top Teams

Ranks teams based on their performance over the last 7 days.

How Top Teams are ranked:

  1. CallCoach looks at all reports from the past 7 days
  2. For each report: counts scored metrics, calculates max possible points, and the percentage achieved
  3. For each team: calculates their total percentage achieved across all reports and their average number of scored metrics
  4. Teams are ranked primarily by total percentage. If tied, the team with a higher average number of scored metrics ranks higher

Organisation Snapshot

Provides quick statistics for your organisation:

  • Number of active teams and agents
  • Total call recordings processed
  • Number of calls, minutes, and chats processed in the current month

Note

These stats update based on processed data, which typically begins after system integration.

Latest CallCoach Run

Shows details about the most recent automated processing run by CallCoach (e.g., start time). CallCoach normally runs once a day to process new interactions.

Downloading Log Files

  1. On the Main Dashboard, look for the Latest CallCoach Run section at the bottom left
  2. Click Show details to reveal download links for the last 3 run logs
  3. Click on a specific date to download that day's log file as a text file

These logs are crucial for troubleshooting why a specific call or chat might not have been processed.

Understanding the Log File Format

Each log file contains a comprehensive summary and detailed event log:

  • Run Summary Section — start/end times, total duration, and filter criteria used
    • Preprocessing Filter Criteria — initial filters applied to raw files
    • Analysis Filter Criteria — file age limits (in minutes), minimum duration (in seconds), maximum file size, and maximum number of files to process
  • Statistics Sections:
    • Preprocessing — total matches found, files preprocessed, skipped, and errors
    • Analysis — files processed, successful analyses, skipped files, errors, and average processing duration
  • Events Section — chronological list of all processing events with timestamps:
    • analysis - analysed — successfully processed files (includes filename)
    • analysis - skip or chat_analysis - skip — files not processed, with a reason
    • preprocessing - success — files that passed initial validation
    • Error messages with error codes if processing failed

??? example "Example Log File" 

=== CallCoach Run Summary ===
Start Time: 2025-11-09T04:01:51.125154+11:00
End Time: 2025-11-09T04:43:34.977171+11:00
Duration: 0h 41m 43s

Preprocessing Filter Criteria:

Analysis Filter Criteria:
- file_age: 0-4320 minutes old (0 = not limited)
- minimum_duration: 120 seconds (derived min size: 360 Kb)
- maximum_size: 122880 Kb (derived from 120 Mb)
- bucket_prefix: preprocessed/
- max_process: 61

=== Preprocessing ===
Total matches: 0
Preprocessed: 0
Skipped: 0
Errors: 0

=== Analysis ===
Processed: 48
Successful Analyses: 48
Skipped: 0
Errors: 0
Average Duration: 10m 38s

=== Events ===
2025-11-09T04:01:55.995034+11:00: analysis - initial_count
2025-11-09T04:09:38.313611+11:00: analysis - analysed - preprocessed/filename1.opus
2025-11-09T04:11:43.301186+11:00: analysis - analysed - preprocessed/filename2.opus

Troubleshooting a Missing Call or Chat

If a user asks why a specific call or chat wasn't processed, follow these steps:

  1. Download the log file from the "Latest CallCoach Run" section
  2. Check agent status — in Agent Management, ensure the agent is created with the correct Agent ID and set to Active
  3. Check team status — in Team Management, ensure the agent is part of an Active team
  4. Check call duration (not applicable to chats) — in General Settings, check the configured Call Duration Limits
  5. Examine the log file:
    • Search for the specific call/chat identifier (filename, call ID, or chat session ID)
    • Common skip reasons:
      • Duration Xs outside window: Ys - Zs — call was too short or too long
      • Agent ID not found or invalid — Agent ID doesn't match an active agent
      • Error code [some code] — technical error; contact support@icana.ai with this error code
    • If the call/chat isn't mentioned at all, it likely didn't reach CallCoach or was filtered out early (wrong file type, file size outside limits, or file age outside the configured window)
  6. Contact support if needed — email support@icana.ai with the log file and specific details

CCSAT Gauge

Displays a gauge showing your organisation's overall customer satisfaction score (CCSAT), providing a quick visual indicator of customer satisfaction performance.

Note

This gauge will populate once enough data has been processed after integration.

Common Questions

Why is the Upload Recordings card disabled?

The manual upload feature is typically used during initial setup or for demos. Once CallCoach is integrated to automatically receive calls from your system, manual uploads are usually disabled. If you believe you should have access, contact your administrator.

Why don't I see any data in Weekly Highlights or Performance Overview?

These sections populate with data once CallCoach has processed enough call recordings from your organisation. This usually starts after the initial integration with your call centre system is complete. Metrics are generally updated weekly on Saturdays.

What does AET mean next to the Latest CallCoach Run time?

AET stands for Australian Eastern Time. Timestamps in the dashboard may be displayed in this timezone.

I clicked on a Best Call and a modal appeared. What am I seeing?

This modal displays the detailed CallCoach report for that specific call, showing how the AI analysed various aspects of the conversation.

The AI Training Progress card says 'No feedback ratings collected yet.' What should I do?

This means no one in your organisation has started providing thumbs up/down feedback on CallCoach reports yet. To start training your bespoke AI, users need to begin rating reports using the thumbs up/down icons. If the AI training program isn't yet active (you don't see the icons), contact support.