Skip to navigation
Custom Dashboards

Dashboards

Visual overview of agent performance – call volume, containment, safety, and business-specific KPIs.

home-dashboard

For quick workflows using dashboards, see QA and analytics. For in-depth performance analysis, see Performance monitoring.

Smart Analyst integration

Each chart has Generate insights and Create analysis buttons that open Smart Analyst with a pre-populated prompt based on that chart’s data.

When to use each dashboard

DashboardBest forKey metrics
StandardDay-to-day performance monitoringContainment rate, call volume, average duration, call outcome breakdowns (contained, handoff, abandoned, error).
SafetyCompliance audits and risk monitoringFlagged conversations, caller risk levels, content category breakdowns (hate, self-harm, violence). Includes filter configuration.
CustomBusiness-specific KPIs (enterprise)Any metric tailored to your use case – booking conversions, revenue impact, custom function metrics. Built with your PolyAI account team.

Start with Standard. Add Safety if you handle sensitive content. Request Custom for business-specific metrics.

Dashboard types

Standard

Track call volumes, containment rates, average duration, function usage, and SMS metrics across your agent.

Safety

Monitor flagged conversations, risky user utterances, and the performance of content safety filters.

Custom

Enterprise dashboards tailored to your specific KPIs and business outcomes.

Conversations

Drill into individual calls behind your dashboard metrics

Smart Analyst

Investigate trends with natural-language queries

Custom metrics

Define the metrics that power your dashboards