# 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

- [x] You are logged in with supervisor, analyst, or administrator rights.
- [x] 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 (including extended **hybrid ticket analytics** when enabled for your organization — see [Hybrid ticket analytics](/en/statistics/explanation/hybrid-ticket-analytics-dashboard.md))
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

### 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

### 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](/en/statistics/explanation/hybrid-ticket-analytics-dashboard.md).

> 💡 **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).

---

## Related Materials

- [Hybrid ticket analytics — how to read the dashboard](/en/statistics/explanation/hybrid-ticket-analytics-dashboard.md)
- [Statistics metrics — reference](/en/statistics/reference/statistics-metrics.md)
- [Export statistics data](/en/statistics/how-to/export-statistics-data.md)
- [Create and configure funnel](/en/statistics/how-to/create-and-configure-funnel.md)