Magic LibraryWhat this dashboard answers
- How many calls are we handling, and how many were answered by AI versus routed by rule?
- How many calls turn into tickets?
- Which end customers are generating the most call activity?
- What happened on a specific call?
- When does our call traffic arrive — and how much of it is after hours or at the weekend?
Filters and time windows
What’s on the dashboard
Overview
A snapshot of the last 30 days: total call volume, the split between AI-answered and rule-routed calls, how many calls became support tickets, average call length, caller satisfaction ratings, and customer sentiment on the resulting requests.Voice AI calls over time
A monthly trend of call volume, broken out by inbound versus outbound and — for inbound — by how each call was handled: answered directly by AI, or routed by rule, such as after hours.Top customers by call volume
Ranks the end customers generating the most call activity, with inbound and outbound splits, how many of their calls became tickets, and average and total talk time. This is the fastest way to spot a high-touch account whose contract doesn’t reflect its phone usage.Voice AI call logs
A searchable log of individual calls — who called, when, how long, which agent handled it, whether it created a ticket, the caller’s satisfaction rating, and any linked ticket details including priority, status, and summary.Voice AI call heatmap
Call volume plotted by day of week against hour of day, so your real traffic pattern is visible — including after-hours and weekend concentrations that justify overflow coverage.Metric definitions
Things to watch
Not every inbound call creates a ticket, and that’s expected. Plenty of calls are answered, resolved, or handed off without a support request being raised. A gap between call volume and ticket volume is normal behavior, not missing data.
- A missing satisfaction rating means the caller wasn’t asked — the feedback step only runs where it’s enabled for that call type. It does not mean the caller was unhappy.
- Sentiment reflects the support conversation, not the call audio. It’s scored on the resulting request, so a difficult call with a smooth follow-up can read positive.
- Rule-routed volume is a configuration outcome. A large rule-routed share usually reflects your after-hours and overflow rules working, not the AI declining calls.
- Data refreshes daily, so a call from this morning generally appears tomorrow.
Next steps
Voice AI attendant modes
Understand what drives the AI-answered versus rule-routed split.
Overflow and after hours
Act on what the heatmap shows about out-of-hours traffic.