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, Instance Agent, 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

In the Statistics module, go to the "Dashboards" tab — a list of available dashboards opens.
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; incoming / outgoing by skill group and by operator)
- 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)
- Instance Agent — AI Assistant usage by employees (requests, users and roles, «Agent» / «Ask» / «Plan» modes, failures, response time; native statistics)
- Custom Boards — custom dashboards created specifically for your company (including extended hybrid ticket analytics when enabled for your organization — see Hybrid ticket analytics)
View interactive dashboards with metrics — data updates automatically.
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
Dialogues by closing status (native statistics; chart and table, see Dialogs by closing status)

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

Blocked users

Number of registered users
Number of users blocked by operators — bans through moderation in ConnectiveOne
Users who blocked the bot in Telegram — users who blocked the bot in a private Telegram chat

Topics

Number of dialogues by topic
Average processing time by topic
CSAT by topic
Number of operators who worked with the topic
Topics by skill group and by operator: number of dialogs, messaging time and resolution time (native statistics; details: Topics by skill group and by operator); the «Channel» filter applies to every table of the tab except «Topic / frequency»

Tickets

Time in statuses: how many tickets were in each status, average and total time, the «All statuses» total; the «Status in history» filter splits tickets into those that had the selected status and those that never had it (native statistics; details: Time in statuses)

Instance Agent

Native statistics, the last tab. Details: AI Assistant (Instance Agent) Metrics.

Total requests, active users, dialogs, requests per dialog
Shares of the «Agent», «Ask», «Plan» modes and of failed requests
Response time: median and p95
Requests by day per mode, role and top 5 users; active users by day; failures by type
«Users» and «Roles» tables with export

Custom Boards

Custom dashboards created specifically for your company outside the ConnectiveOne interface. Your list may include a hybrid ticket analytics dashboard — how to read its sections and filters: Hybrid ticket analytics.

💡 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).