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With the Connected Calls Status Dashboard,
see call durations, hold times, current sentiment scores, and which agents are handling
interactions.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Calls Connected. The dashboard appears.
Filter your results using the following fields:
Queue Name: by the queue name
Agent Name: by the agent name
Team: by one or more teams
Location: by the location of the agent
Call ID: by the ID of the call
Language: by the language assigned to the queue
Interaction type: by the type of interaction
Answer Type: by whether the call was manually or automatically answered
Answered By: by whether the call was answered by a virtual agent or
human agent
Support Phone Number: by the configured number that the contact used to
dial in
Direction: by the direction of the interaction
Click Update.
Table
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
Connected Calls: shows details about connected calls
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Connected calls status dashboard\n\nWith the **Connected Calls Status Dashboard**,\n\n\nsee call durations, hold times, current sentiment scores, and which agents are handling\ninteractions.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Calls Connected**. The dashboard appears.\n\n3. Filter your results using the following fields:\n\n - **Queue Name**: by the queue name\n\n - **Agent Name**: by the agent name\n\n - **Team**: by one or more teams\n\n - **Location**: by the location of the agent\n\n - **Call ID**: by the ID of the call\n\n - **Language**: by the language assigned to the queue\n\n - **Interaction type**: by the type of interaction\n\n - **Answer Type**: by whether the call was manually or automatically answered\n\n - **Answered By**: by whether the call was answered by a virtual agent or\n human agent\n\n - **Support Phone Number**: by the configured number that the contact used to\n dial in\n\n - **Direction**: by the direction of the interaction\n\n4. Click **Update**.\n\nTable\n-----\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Connected Calls**: shows details about connected calls"]]
Update.