Analytics & Reporting
Dashboards, call history, and how the platform counts what it counts.
Live dashboard
The Dashboard in the Agent view is the current state of the operation: active calls, agent status, queue depth, and progress against today's campaigns. It updates over a live socket connection rather than polling.
Call history
Call History is the record of every call, carrying the recording, transcript, outcome, disposition and agent together. One row is one call, and everything about it hangs off that row.
Agent performance
Leaderboard and the per-agent performance pages cover talk time, call counts, outcomes and QA scores.
Inbound reporting
Separate from campaign reporting, because the questions are different: queue wait times, abandonment, routing outcomes. Found under Inbound Reporting.
How the numbers are counted
Two definitions worth understanding, because they make Neo Dialer's numbers differ from some other dialers':
Talk time starts at answer
Duration is measured from the moment the call is answered, never from when it started ringing. A call that rang for forty seconds and was never picked up has zero talk time, not forty seconds.
This is more conservative than dialers that count ringing, and it is deliberate: talk time should mean time spent talking.
Outcomes come from the media server
The authoritative outcome for a call is decided by the media server that handled it — busy, no answer, voicemail, completed. The browser reports what it saw, but it cannot overwrite a decided outcome with a generic "completed". So a call the network says went to voicemail stays voicemail in your reporting, even though the agent's browser closed the tab afterwards.
Reconciliation
A background reconciler closes call records that were left open — a browser crash, a lost connection — so the reporting does not accumulate calls that never formally ended. This means an occasional record is finalised minutes after the call rather than instantly.
Exports
Call history and campaign reporting can be exported for downstream analysis. If you would rather pull data continuously than export it, see the API and webhooks.
Something here wrong or missing? Tell us — these pages describe the platform as it actually behaves, so a mismatch is a bug we want to know about.