Admin & setup
What's the Overview report?
Team-wide call performance at a glance: answer rate, volume, duration, and missed calls.
The Overview report is your team's call performance, summarised. Open it from Reporting > Overview in the admin-portal sidebar. It's the page to look at when someone asks "how are we doing on the phones this week?".
Getting to Overview
- Sign in to the admin portal.
- In the left-hand sidebar, click Reporting > Overview.
- Use the date picker in the top right to change the range.
Hover any tile to see the underlying numbers. Most tiles compare the current period to the previous one of the same length.
Tiles
- Answer Rate: the percentage of inbound calls your team answered. The single most useful number on the page for spotting trouble.
- Total Calls: every call (inbound and outbound) during the selected range.
- Total Duration: total time spent on calls across the team.
- Missed Calls: inbound calls that didn't reach a person. Use this with Answer Rate to gauge how big the problem is.
- Unanswered calls per team member: a breakdown of who is missing the most calls. Helpful for spotting capacity issues or someone whose presence settings need attention.
- Longest Calls: the longest individual calls in the period. Outliers worth investigating if you're chasing efficiency or call-quality concerns.
Show Legacy Report
The legacy dashboard-style metrics view is still available via the Show Legacy Report toggle at the top of the page. It's on the way out, but it's there while you settle in.
Related reports
- What's the Cradle dashboard? for live team presence and group availability.
- What is the Groups report? for per-group performance.
- What's the People report? for per-person performance.