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Custom Dashboards

Custom

Custom dashboards are built for your specific business needs. Unlike the standard and safety dashboards which are available to all customers, custom dashboards are designed in collaboration with PolyAI to track the metrics that matter most to your organization.

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What custom dashboards include

Custom dashboards can track any combination of metrics relevant to your use case. Common examples include:

MetricDescription
Containment ratePercentage of queries resolved by the agent without escalation or handoff
Booking performanceSuccess rates, conversion funnels, and failure reasons for booking interactions
Call resolution breakdownCategorized call outcomes (resolved, transferred, abandoned) with drill-down capability
Call flows and outcomesVisual maps of customer journeys showing which paths lead to successful resolution
Revenue impactBookings completed, upsells, or payments processed by the agent
Custom function metricsPerformance data from your specific functions and integrations

Dashboard platform

Custom dashboards are powered by Amazon Quick (formerly Amazon QuickSight) and are embedded directly in Agent Studio. You access them through the Studio interface – no separate login or external tool is required.

How to get a custom dashboard

Custom dashboards are available to enterprise customers. Contact your PolyAI account manager to:

  1. Define the KPIs and metrics you want to track.
  2. PolyAI designs and builds the dashboard based on your requirements.
  3. Review and iterate on the design in your Sandbox environment.
  4. Deploy the dashboard for your team.
Standard dashboard

Out-of-the-box performance monitoring for all customers.

Metrics

Define custom metrics that power custom dashboard widgets.

Smart Analyst

Query conversation data with natural language for ad-hoc analysis.