How to View Metabase Dashboards in Statistics Module?

Metabase dashboards are interactive metric panels organized by topic. Each dashboard focuses on a specific aspect of contact center work and allows quickly getting an overview of key indicators.

When Needed

  • You need to quickly see main contact center performance metrics.
  • You need to analyze operator, FastLine, or Copilot efficiency.
  • You need to track service quality and client satisfaction.
  • You need to review statistics by dialogue topics or users.

What's Important to Know

  • Metabase Dashboards — main real-time monitoring tool.
  • Dashboards update automatically and show current data.
  • Available dashboards: Dialogues, Requests, Operators, FastLine, Copilot, CSAT, FCR/FRT, Users, Topics, Custom Boards.
  • Custom Boards — custom dashboards created specifically for your company.

Prerequisites

  • You are logged in with supervisor, analyst, or administrator rights.
  • You have navigated to the Statistics module via Apps -> Statistics.

Step-by-Step Instructions

  1. In the Statistics module, go to the "Dashboards" tab — a list of available dashboards opens.
  2. Select the needed dashboard from the list:
    • Dialogues — detailed information about each dialogue (Dialog ID, channel, date, duration, response time, topic, status, CSAT)
    • Requests — general request statistics (number of incoming/outgoing, chats with response, closed by timeout)
    • Operators — operator performance metrics (accepted dialogues, online time, response speed, productivity)
    • FastLine — AI bot efficiency (number of dialogues, percentage closed without operator, time saved, token usage)
    • Copilot — AI assistant usage for operators (number of requests, found answers, usage efficiency)
    • CSAT — client satisfaction (average rating, CDSAT, number of surveys)
    • FCR/FRT — service metrics (FCR 24h/48h/72h, SLA 1m/2m/3m/5m/10m)
    • Users — user statistics (unique, active, registered, blocked)
    • Topics — metrics by dialogue topics (number of dialogues, average processing time, CSAT by topic)
    • Custom Boards — custom dashboards created specifically for your company
  3. View interactive dashboards with metrics — data updates automatically.
  4. Use filters to configure period, operators, topics, or other parameters (if available).

Available Dashboards and Their Metrics

Dialogues

  • Dialog ID and channel
  • Date and time of opening/closing
  • Dialogue duration
  • Operator response time
  • Topic, status, tags
  • CSAT and client comment

Operators

  • Number of accepted and missed dialogues
  • Average request processing time
  • Workload level
  • Response speed
  • Online time

FastLine

  • Number of dialogues with FastLine
  • Percentage of dialogues closed without operator
  • Operator time saved
  • LLM token usage
  • Dialogue duration

Copilot

  • Number of requests with Copilot initiated
  • Copilot found answer
  • % usage
  • Number of clicks "Confirm and send" / "Edit"
  • Impact on quality (dialogue duration, Copilot CSAT)

CSAT

  • Average CSAT rating for the period
  • CDSAT (percentage of chats with ratings "1" and "2")
  • Number of surveys
  • Survey percentage

FCR/FRT

  • FCR 24h, 48h, 72h (percentage of repeat requests)
  • SLA 1m, 2m, 3m, 5m, 10m (percentage of dialogues with first response within time)

Users

  • Number of unique users
  • Number of active users
  • Number of registered users
  • Number of blocked users

Topics

  • Number of dialogues by topic
  • Average processing time by topic
  • CSAT by topic
  • Number of operators who worked with the topic

Custom Boards

Custom dashboards created specifically for your company outside the ConnectiveOne interface.

💡 Tip: Reports are created outside the ConnectiveOne interface, on the Metabase side.

What Happens After

Dashboards display with current data in real time. You can analyze metrics, apply filters, and export data for further analysis.

How to Verify It Worked

  • Check that dashboards display correctly.
  • Make sure data updates automatically.
  • Check that all needed metrics are available.
  • Test filters (if available).