The layout adapts to the channel you select, showing the metrics that matter for that channel type
Key numbers
• Messages Received / Outbound / Failed — inbound message count, outbound message count, and how many failed to deliver.
• New Conversations & Contacts — conversation and unique-contact counts for the channel.
• Templates Sent — template message volume (for WhatsApp and other Meta channels).
• Conversion Rate & Human Transfer Rate — qualification and human-transfer rates, each shown as a count and a percentage.
Breakdowns and trends
• Per-channel table — one row per channel with messages, conversations, transfers, and conversion rate side by side.
• Performance charts — conversations by channel, messages sent vs. received per channel, and human transfers per channel.
• Messages over time — message volume and conversations by date, plus sent vs. received trends.
• Heatmaps — inbound and outbound message activity by day of week and hour of day.
Calls view
When you select the Calls channel, the dashboard focuses on voice activity:
• Total Calls with an inbound/outbound split, Transfer %, Average Duration (plus median), Total Talk Time, Voicemail %, and Errors %.
• AI Voice Quality — how responsive the AI voice felt to callers (typical and worst-case response times) and the number of conversational turns per call, with a distribution chart showing the spread.
• Call outcomes broken down by how each call ended, trends for calls and transfers over time, average call duration over time, and call-volume heatmaps.
When to use it
Use Channels to decide where to invest, catch delivery problems (failed messages), and — for voice — keep an eye on call quality and outcomes.