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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.
  • Report ratings — view the Report Ratings dashboard with feedback ratings and achievements. Accessible to all users. This tile was previously called AI Training Progress.

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.

Last Run

The Organisation Snapshot shows a Last run line with the time of the most recent CallCoach processing run. Click the timestamp to open the Latest Run page (Tools → Latest run), where you can download run log files and troubleshoot why a specific call or chat wasn't processed.

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.

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 Report ratings 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.