#Dashboard

#Overview

The Dashboard provides an analytics overview of call activity in your current portal scope. It is labelled Overview in the sidebar and in the page heading. At a glance you can track call volume, review key call-performance indicators, and compare sentiment across supported date ranges.

The exact layout depends on your role:

• Client Admin sees an expanded overview: a one-line summary of the period, KPI cards, a source-health banner, capability metric cards for any optional project features that are switched on, a Calls over time chart, a Conversation outcomes breakdown, a Sentiment breakdown, a Recent calls list, and a Caller mix breakdown.
• Client Manager and Client Staff see the KPI cards, a short source-status line, the Calls over time and Sentiment charts, a Sentiment breakdown panel, and a Provider performance panel.

Both layouts share the same KPI cards and date-range controls described below.

Partner Admin and Partner User accounts open the same portal address, but the portal renders the partner operations overview — assigned clients, project health, drafts awaiting publish, alerts, and recent partner activity — rather than the client view described on this page. See the Partner Guides.

Your dashboard pulls a project-specific summary the first time the page loads with a project in scope, when you switch projects, and when you choose Refresh. This summary tells the dashboard which optional capabilities are available for that project, such as bookings, transfers, or lead capture, and it is what drives the capability metric cards and the source-health banner. Capability and source names come from that project summary, so they read the same wording the platform reports for the project.

#Prerequisites

• You are signed in to the AiDial portal. See Signing In for instructions.
• Your tenant is active, your account meets the multi-factor requirement for your role, and your role has access to the Dashboard.
• Your browser reports a valid timezone. Date presets are resolved against your local calendar days.

#Viewing the Dashboard

1. Select Overview from the sidebar. The root portal route and standard sign-in flow land on the dashboard when no other return path is requested.
2. Review the KPI cards displayed across the top of the page:

• Total calls
• Talk minutes
• Avg duration
• Positive sentiment

Each card shows the selected range value and a trend compared with the previous equivalent period when a prior baseline is available. Where the previous period is too small for a meaningful percentage, the card shows a Ramping up badge instead of a number, and changes beyond 999% are shown as >999%; hovering either badge reveals the actual change. Positive sentiment reports a change in percentage points rather than a percentage. For Client Manager and Client Staff, when no card has a prior baseline, a short note under the cards explains that comparisons appear once a previous range exists.

1. Use the date-range control in the page header to adjust the reporting period. It is a segmented control with four options:

• Today — calls from the current calendar day
• 7d — rolling seven-day window (the default)
• 30d — rolling thirty-day window
• Custom — opens a calendar. Pick a single day, or a start and end day, then select Apply range. Nothing is applied until you select Apply range; Cancel, Esc, or clicking outside discards the pending selection.

1. Select Refresh, the icon button beside the segmented control, to reload all dashboard widgets for the current date range. Refresh also re-checks the selected project's available capabilities, such as bookings, transfers, and lead capture.
2. Review the Calls over time chart, which plots total call counts for the selected period stacked by positive, neutral, upset, and unclassified sentiment. The dashboard uses daily buckets for Today, Last 7 days, Last 30 days, and custom ranges up to 30 days, and switches to weekly buckets for custom ranges longer than 30 days. Ranges too wide to fit scroll sideways and open on the most recent periods.
3. Review the remaining panels for your role:

• Client Manager and Client Staff see a Sentiment chart that displays positive, neutral, upset, and unclassified sentiment as counts and percentages for the same selected range, a Sentiment breakdown panel, and a Provider performance panel reporting response-time percentiles, outlier counts, and recent trend rows for the current scope.
• Client Admin sees additional panels alongside the Calls over time chart — Conversation outcomes, Sentiment breakdown, Recent calls, and Caller mix — when a single project is in scope. Sentiment is shown through the KPI cards and the Calls over time chart legend rather than as a separate chart.
• Sentiment breakdown counts the callers who sounded upset in the range, splits them by whether follow-up context was captured, and offers a View upset calls link into the Call Log. Client Admin and Client Manager also see the reason themes behind those calls; for Client Staff the themes are hidden and the panel says so.
• Recent calls lists the five most recent calls with their time, duration, outcome, and sentiment. Rows never show caller identity. Selecting a row opens that call in the inline review on the Call Log.
• Caller mix splits identified callers into new and returning, with unique-caller and average-calls-per-caller figures. It is withheld with a plain explanation when the project's calls cannot identify callers, when caller matching is temporarily unavailable, or until enough people have called that no individual caller could be picked out.

When the project selector is set to All projects, the per-project panels are not rendered. Client Admin keeps the summary line, KPI cards, and Calls over time chart, and sees a short line directing you to pick a project from the sidebar project selector. Client Manager and Client Staff keep their charts, and the Sentiment breakdown panel asks you to select one project.

Screenshot reference: Dashboard KPI cards and date range filter

Screenshot reference: Calls over time chart showing daily call counts stacked by sentiment

#Empty State

If the current dashboard response has zero total calls, the KPI cards still render with zero or unavailable values.

For Client Manager and Client Staff, the charts are replaced by an empty-state panel. For the default seven-day range, the first-run empty state explains that the dashboard is ready for first use, lists the steps to confirm your project and place a test call, and links to the Call Log. For any other selected range, the filtered-results empty state offers Reset to last 7 days and Refresh actions.

For Client Admin, the expanded overview stays in place and each panel shows its own "no calls yet" message, with the summary line confirming that no calls were handled in the selected range.

Screenshot reference: Dashboard empty state with welcome message

#Access And Security Notes

• Dashboard data is scoped to your signed-in organisation, role, and assigned clients or projects. Scope is resolved on the portal server on every request, never from what the browser asks for.
• The dashboard only shows project-specific summaries and capabilities that your signed-in account is allowed to view. A request for a project outside your assigned scope returns a generic not-found rather than confirming the project exists.
• The browser uses your portal session. You do not need to enter or send an API key.
• If your role, tenant status, MFA state, or assigned-client scope does not allow a dashboard request, the portal blocks access without revealing another organisation's data.
• Sidebar visibility is a convenience, not a security boundary. Opening a dashboard address directly is checked the same way as selecting it from the menu.
• If a required analytics dataset is temporarily unavailable, the dashboard shows an error state instead of mixing stale and current widgets. Optional sources that fail, such as the project summary or conversation outcomes, are reported through the source-health banner while the rest of the page keeps working.

#Common Issues

#Related Pages

• Call Log
• Call Review
• Role Reference
• Settings Overview
• Troubleshooting