> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Center Dashboard

> Understand the metrics, charts, and agent table shown on the in-house Call Center dashboard

The dashboard is the at-a-glance reporting page for your in-house call center.

Go to **Call Center** → **Dashboard**.

## Date range

Use the date picker at the top of the page to change the reporting window.

All dashboard cards, charts, and agent performance rows update to match that range.

## Metrics strip

The top metric bar shows the core operating numbers:

* **Total Calls**: all logged calls in the selected range
* **Inbound**: inbound calls only
* **Outbound**: outbound calls only
* **Answered**: calls assigned to an agent
* **Dropped**: inbound calls without an agent assignment
* **Avg Duration**: average completed call duration
* **Total Talk Time**: summed duration across completed calls
* **Active Agents**: distinct agents with calls in the selected range

## Disposition Breakdown

This chart shows how call outcomes are distributed by disposition.

Use it to answer questions like:

* Are sales dispositions increasing?
* Are callbacks becoming too common?
* Are refund / cancel request outcomes trending up?

The values depend on the dispositions configured for the call center.

## Hourly Volume

This chart groups call volume by hour of day.

Use it to identify:

* Peak inbound windows
* Best outbound calling windows
* Staffing gaps during busy periods

## Agent Performance

The agent table is grouped by agent and includes:

* Total calls
* Completed calls
* Sales
* Conversion rate
* Average duration
* Total duration
* Current status

This view is helpful for coaching and payroll review.

## Data source notes

The dashboard reads call logs across all brands the user can access inside the current organization.

That means:

* Brand-restricted users only see brands they have access to
* Org admins can see the full organization
* Superadmins can see all brands in the selected org

## Related pages

Use these pages together with the dashboard:

* [Call Center Setup](/callcenter/setup): configure the center, agents, and dispositions
* [Customer Service](/callcenter/customer-service): review customer-level interactions
* [Order Entry](/callcenter/order-entry): place MOTO orders during live calls
* [Commissions](/callcenter/commissions): review payout-oriented reporting