1. Enable Analytics Access

Before you begin, make sure Analytics is enabled for the client:

1. In the Agency dashboard, go to Agents → Agent Settings → Client Access.

2. Toggle Analytics on and click Save.

2. Open the Client Preview

1. On the Clients page, click Preview (far right) for your agency view.

2. In the top-left of the Client dashboard, select the Agent you want to configure.

3. Add a New Chart

1. Navigate to Analytics in the Client dashboard sidebar.

2. Click + Add Chart (visible only in Preview).

3. You’re taken to the Create Custom Chart page.

   

4. Configure Your Chart

1. Data Source: Choose Conversations or Leads.

2. Chart Type: Select one of Bar, Area, Pie, Funnel, or Number.

3. Filters: Define filters for the dataset.

   • Click the Play icon next to each filter to preview matching rows.

4. Function & Column:

   • For most charts: pick a Function (Count, Sum, Avg, Distinct Count, Std Dev, Min, Max) and a Column to group by.

   • Funnels use stages instead of functions:

     1. Stage 1: Count rows matching Filter 1

     2. Stage 2: Count rows matching Filter 2 (applied to Stage 1 results)

     3. Add more stages as needed.

Function Details

Count of Rows

Counts how many data are in each group.

• No field required - simply counts rows

• Example: "How many conversations happened for each topics?"

• Use case: Number of data grouped by the column field selected

Sum of

Adds up all the numeric values in a specific field.

• Requires: A numeric field (like duration, cost)

• Example: "What's the total conversation duration?" using the duration field

• Use case: Total call time, total cost

Average of

Calculates the average (mean) of numeric values in a field.

• Requires: A numeric field

• Example: "What's the average conversation cost by phone number?" using the cost field

• Use case: Average call length, average cost

Minimum of

Finds the smallest numeric value in a field for each group.

• Requires: A numeric field

• Example: "What's the shortest conversation duration each day?" using the duration field

• Use case: Minimum call time, lowest cost

Maximum of

Finds the largest numeric value in a field for each group.

• Requires: A numeric field

• Example: "What's the longest conversation duration each day?" using the duration field

• Use case: Maximum call time, highest cost

Number of distinct values of

Counts how many unique (different) values appear in a field.

• Requires: Any field

• Example: "How many different topics were discussed each day?" using the topic field

• Use case: Number of unique phone numbers contacted, distinct conversation topics

Standard deviation of

Measures how spread out the values are from the average - useful for consistency analysis.

• Requires: A numeric field

• Example: "How consistent are conversation durations?" using the duration field

• Use case: Quality control, performance consistency measurement

5. Visualize & Save

1. Click Visualize to preview your chart.

2. On the Visualize page, you can:

   • Change Chart Type

   • Edit Name, Description, and Colors.

3. Click Save—you’ll return to the Analytics page, where your new chart appears.

6. Edit or Delete Charts

1. On Analytics, click Edit Layout (agency Preview only).

2. Edit or Delete icons will appear for custom charts.

3. Make your changes or remove unwanted charts.