The Call Center dashboard tracks everything related to your inbound and outbound call activity — volume trends, wait times, answer rates, IVR routing, and agent-level call scores. Use it to monitor call center performance, identify staffing gaps, and review call quality.
Access it from the top navigation: Analytics → Call center.
Filters
Facility groups and Facilities — Scope data to specific facilities. Click Apply after selecting.
Date — Defaults to the Previous 30 days. Adjust using the date control within the dashboard.
Calls tab
The default view with three sections: Summary, Inbound, and Outbound.
Summary
Total calls — Donut chart showing the overall call volume split by direction (Inbound / Outbound) for the selected period.
Total calls by hour of day — Bar chart showing call volume by hour. Use this to identify peak calling times and align staffing accordingly.
Total calls by date — Daily call volume over the selected period.
Inbound calls
Total inbound calls — Count of inbound calls in the period.
Inbound calls by agent type — Breaks down inbound calls handled by human agents versus AI/IVR (Voice AI / Patty).
Inbound calls by status — Answered vs. unanswered breakdown.
Unanswered calls — Total missed/unanswered inbound calls.
Missed by follow-up — Unanswered calls where a follow-up attempt was made.
Inbound calls by IVR selection — How callers routed themselves through your IVR menu (e.g. Press 1 for Sales, Press 2 for Service).
Missed calls by IVR selection — Which IVR options had the most unanswered calls. Use this to identify routing paths that may need more staffing coverage.
Avg. inbound call wait time — Average time callers waited before being answered.
Avg. inbound call duration — Average length of answered inbound calls.
Avg. inbound call score — AI-generated quality score for inbound calls (goal: 100). Trend chart shows how scores are changing over time.
Outbound calls
Total outbound calls — Count of outbound calls made by agents in the period.
Outbound calls by status — Answered vs. unanswered breakdown.
Outbound calls by hour of day — When your team is making outbound calls.
Avg. outbound wait time, Avg. outbound call duration, Avg. outbound call score — Quality metrics with trend charts.
Agents tab
Breaks down call metrics by individual agent. Shows each agent's call volume, answer rate, average duration, and call scores. Use this to identify top performers, agents who may need coaching, and staffing patterns by agent.
About call scores
Cubby's AI evaluates recorded calls and scores them on a 0–100 scale based on quality criteria (greeting, empathy, product knowledge, close attempt, etc.). Scores are shown as averages and as trends so you can see whether quality is improving over time. The goal benchmark is 100.
Frequently asked questions
My unanswered call rate looks very high. Is something wrong?
A high unanswered rate is sometimes inflated by spam calls — all unanswered calls (including spam) are counted, which can make the answer rate look lower than it really is. Cubby's Twilio anti-spam filter reduces this for most customers. Look at the "Missed calls by IVR selection" breakdown to see if missed calls are concentrated on a specific queue (staffing gap) or spread evenly (more consistent with spam).
Why does my call count in the Calls tab differ from the Call Center analytics dashboard?
The Calls section in your facility sidebar counts all call records, while the Call Center analytics dashboard filters to meaningful call interactions. Small discrepancies are expected.
Are Voice AI (Patty) calls included?
Yes — the "Inbound calls by agent type" chart shows calls handled by Voice AI separately from human-answered calls.
The Call Records in my date range show calls outside that range. What's happening?
Note: The Call Records table can occasionally display calls outside the selected date filter. Workaround: For accurate date-ranged exports, cross-reference with the trend charts.
Can I see agent login time, break time, or availability?
Detailed agent availability metrics (login time, available time, ACW, idle time) are not currently in the Call Center dashboard. These are on the product roadmap.