Self-serve dashboards

The Analytics page shows how your agent performs. You can customise it yourself or have Wren do it for you. Open it from Analyze > Analytics in the left menu. For dashboards that PolyAI builds and maintains for you, see Managed dashboards under Analyze > Dashboards.

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Dashboards and tabs

Each tab is one dashboard. The Overview tab is the default dashboard. To add a dashboard, select + next to the tabs. You then pick one of these: The first four options are templates. A template is a set of tiles that the platform creates for you. After you create the dashboard, the tiles belong to you. You can change, move, or delete any of them. A template saves you the setup work. It does not lock you in. To manage a dashboard, select the ⋮ icon on its tab. You can rename it, edit it, duplicate it, set it as the default, or delete it.

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The default Overview tiles

A new Overview dashboard starts with five headline numbers. Each one shows the change against the previous period of the same length. It also starts with four charts: Conversation distribution (daily), Evolution of containment rate, Evolution of PolyScore and Top 10 topics. Treat these as defaults, not as rules. Each tile is a metric, an aggregation and a format that you can open and change. For example, the Cost savings tile multiplies the total AI-only call duration by a rate per second. That rate is a field on the tile. If your agents cost more or less, open the tile and change it.

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Filters

The toolbar above the tiles filters every tile at the same time.

• Channels — voice or chat.
• Deployment — the environment, for example Live.
• Variants — the agent version or site.
• Group ID — the A/B test deployment.
• Groups — the arm of the A/B test, either the control group or a test variant.
• Date range — a preset period, for example Last 7 days, or a custom range.

Use Group ID and Groups together to compare a test variant against the control. These filters do not change the dashboard. They change only what you look at right now. To narrow one tile permanently, use a tile filter instead.

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Edit a dashboard

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Open the editor

1. Select the ⋮ icon on the dashboard tab.
2. Select Edit dashboard.

The header changes to Edit dashboard. You now see three controls:

• ← returns to the dashboard.
• + Tile adds a new tile.
• Save dashboard saves your changes. This button stays inactive until you make a change.

Your changes go live only when you select Save dashboard. If you leave the editor without saving, the dashboard stays as it was.

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Rearrange and resize tiles

• To move a tile, drag the ⠿ handle to the left of the tile title.
• To resize a tile, drag the grip in the bottom right corner of the tile.

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Add, edit and delete tiles

• To add a tile, select + Tile, configure it, then select Add to dashboard.
• To edit a tile, select the ⋮ icon on the tile, then select Edit. Select Update to apply your changes.
• To delete a tile, select the ⋮ icon on the tile, then select Delete.

The dashboard behind the panel updates as you change settings. Use it as a live preview. Select Cancel to close the panel and discard the tile changes.

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What you can customise on a tile

The tile panel has three parts: Visualize as, the Data tab and the Format tab.

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Visualize as

Pick the tile type: Line, Bar, Donut, Table, Heatmap, KPI tile or Pie. You can change the type at any time. Your data settings stay in place. Switch between types to see which one reads best.

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Data tab

Metric — the value the tile measures. Select the Metric field to open the list of pre-built metrics, for example Call duration or Chat abandoned. Use the search box to find a metric by name. To chart your own outcomes, define them first — see Custom metrics. Aggregation — how the platform combines the values. The options are: Breakdown — splits the tile by a dimension. Set:

• Group by — the dimension to split by, for example channel or variant.
• Sort — None, Ascending or Descending.
• Limit results — the maximum number of groups to show. Use it for a top-10 chart.

Filter (optional) — narrows the tile to a subset of conversations. Select + Filter, then build a Where condition. Add more conditions to narrow the tile further. This filter applies to this tile only. It does not change the other tiles. For example, to count only conversations that the agent finished alone, filter on Where Handoff to Is not present.

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Format tab

The options change with the tile type. For charts (line, bar, pie, donut, heatmap):

• Chart title — the name shown on the tile. Rename tiles to match the words your team uses.
• Show area fill — fills the area under a line.
• Show gridlines — adds horizontal guide lines.
• Empty buckets — choose Show as zero or Connect points for periods with no data.
• Chart color — pick one of eight colours. Use the same colour for related tiles.
• Divided by — select a second metric to show the result as a rate.
• Y-axis label — the label on the vertical axis.

For a KPI tile:

• Chart title — the name shown on the tile.
• Show change vs. previous period — adds the percentage change badge.
• Show as — Number, Percent (%) or Currency.
• Multiply result by — a multiplier. Use it to apply a rate or convert a unit.
• Value suffix — a unit to show after the value, for example s.
• Divided by — select a second metric to show the result as a rate.

To build a rate, set Divided by to the base metric and set Show as to Percent (%). The tile then shows the first metric as a percentage of the second.

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Table tiles

A table tile has its own settings on the Data tab:

1. Under Row, pick what each row represents: Channel, Deployment, Value or Variant.
2. Under Column, configure each column:
   • Metric — the value in the column.
   • Measured as — the aggregation.
   • Show as — Number, Percent (%) or Duration.
   • Divided by — an optional second metric, to show a rate.
   • Filters (optional) — counts only conversations that match every filter you add.
3. Select + Column to add more columns.

Use a table when you compare the same metrics across sites, variants or channels.

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Wren integration

Each chart has Generate insights and Create analysis buttons that open Wren with a pre-populated prompt based on that chart’s data. Wren can also build dashboards for you. Ask it in natural language instead of using the editor.

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Related pages