Every call that touches ClutchCall Voice lands in the same reporting surface. Thus you can answer two very different questions from one place: what happens on the floor right now? and what happened on that one call three hours ago? The dashboards below ship with your workspace. You do not build or wire anything. They live in the Contact Center console at agent.clutchcall.dev.
What you see depends on your role. Agents get their own stats and call history. Supervisors / team leads also get the floor wallboards, VDN flow, and drill-downs. The tenant-wide All calls / CDR views are available only to supervisor, admin, and owner roles.

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Which dashboard answers which question

All calls (triage)

Every call in the tenant, one row each. Filter, sort, export to CSV, and click through to a full timeline.

Call detail

The per-segment timeline for a single call: who handled it (AI vs human), ring / talk / hold / queue / ACW, transfers, disposition, and recording.

CDR view

The billing-grade call detail record: direction, duration, release cause, and the per-call voice-quality score.

VDN flow

A Sankey chart of how inbound calls travel Hotline → Skill → Disposition. Ribbon width shows call volume.

Skill drill

One skill’s queue and handling metrics over a window, agent by agent.

Agent self / timeline

An agent’s own day: state timeline, AHT, ACW, RONA, and last calls.

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All calls — the triage list

Open Operations → All calls (/ops/calls) for a tenant-wide, paginated list with one row per call. Start here when someone asks “find the call where…”. Filter by search text, direction (inbound / outbound), handler kind (human vs AI), skill, hotline, disposition, and a date window. The window defaults to the last 7 days.
1

Narrow to the calls you care about

Stack filters to cut the list down. For example: inbound + skill Billing
  • disposition transferred over the last 24 hours. The window control drives every column. Thus the counts and the rows always agree.
2

Export exactly what you filtered

Press CSV to download the rows that are visible now. The export uses the same filter and window that you see, no more and no less. Use it to give a set of calls to QA or to reconcile against a carrier invoice.
3

Drill into a call

Click any row to open Call detail for that call.
The call’s stable identifier (call_sid) keys the list. Traces, recordings, and the CDR use the same key. Thus you can move between surfaces and keep the call.

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Call detail — the per-segment timeline

Call detail is the single most useful after-the-fact view. It reconstructs the whole call as an ordered set of segments. Most real calls have more than one handler in sequence. For example: an AI agent qualifies the caller, then hands off to a human, then the human transfers to a specialist. Each segment shows who held the call and what it cost. For every call you get:
  • Handler per segment. The segment was AI-handled or human-handled. The system splits segments automatically at each handoff.
  • Time breakdown. Ring, queue wait, talk, hold, and after-call work (ACW) for the segment.
  • Events on the call. Transfers, holds, conferences, re-invites, and the final release, in order.
  • Disposition and hangup reason. The wrap-up code the agent chose and the telephony release cause (mapped from Q.850).
  • Recording. A playback link when a recording exists for the call.
The AI-vs-human split comes from a per-segment handler marker on the call event feed. A segment with no handler shows as unattributed. The system does not guess. This is useful when a call bypassed routing.
To go deeper than the timeline, down to individual signalling and media events, jump from Call detail to a full call trace.

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CDR view

The call detail record is the billing-grade summary that the system writes when a call clears. It has the direction, the connect and clear timestamps, the duration, the release cause, the trunk and dialed number, and the handler. Each call also has a voice-quality score (MOS). The system computes the score from measured packet loss and jitter on the media leg. Thus you can find the calls that connected but sounded bad.
Filter CDRs by low MOS to find quality problems that never caused a complaint. Then open the matching MOS / jitter / loss view to see why.

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VDN flow (Sankey)

1

Open VDN flow

Go to Operations → VDN flow (/ops/vdn). The three-column Sankey chart shows how inbound calls travel Hotline → Skill → Disposition. Ribbon width is proportional to call volume.
2

Focus on one path

Click any bar to focus the chart on flows that touch that node. Ribbons that do not touch it fade out. Click again (or the focus chip) to clear the focus. Use this to find a hotline that funnels everything into one skill. You can also find a skill that ends with too many transferred dispositions.
3

Change the window and export

Switch Window between Today / Last 7 days / Last 30 days. Then press CSV to export exactly the flows that are visible.
The VDN, skills, and dispositions in this chart come from your routing configuration. See PBX & ACD routing to change the shape of the flow.

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Skill drill

Open a skill from the wallboard or Operations → Skills. You see that one skill’s handling over a window: queue depth over time, the assigned agents and their state, and per-agent handle counts. Open this view when a wallboard card goes red and you need to know which agents and which callers are behind the number.

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Agent self / agent timeline

Every agent gets their own read-only stats without supervisor access. The Ready surface shows today’s AHT, Calls, ACW average, and RONA (missed offers). It also shows a Last 5 calls list that clicks through to Call detail. Supervisors can open the same agent’s timeline. The timeline is a chronological state track (Ready / on call / ACW / Aux) for a shift. Use it to review adherence and coaching moments.

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The floor wallboard

The wallboard (/ops) is the live floor view. A chrome-free TV wallboard at /wallboard-tv is available for floor monitors. The wallboard has a top strip of aggregates and one card per skill. Each card shows agent-state counts, queue depth, and a KPI grid: SL%, ASA, AHT, Abandon, Occupancy, and Oldest wait. Each KPI is tinted green, amber, or red against the skill’s target.
Honest status: the wallboard structure is live. The layout, per-skill cards, agent-state counts, filters, CSV export, and the AI-handoff drain strip all show and refresh. But the rolled-up KPIs (SL / ASA / AHT / Occupancy / Abandon) read zero in production now, because the backfill of the aggregate reporting feed is not complete. Real-time agent-state and queue-depth counts are accurate today. The historical rate KPIs will fill when the call-event backfill completes. Do not build alerts on the KPI numbers yet. Use All calls and Call detail for ground truth in the meantime.

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Roadmap surfaces

Some analytics screens are wired into the console but fill only when their data source flows in your tenant. Until then, they show a readiness message. They never show fabricated numbers.
  • Schedule adherence (/ops/adherence). A scheduled-vs-actual state heatmap per 15-minute bucket. It needs a workforce-management / scheduling feed.
  • Agent Assist analytics (/ops/assist). Suggestion accept/dismiss rates and AHT with assist vs without assist. It fills when the system collects Agent Assist suggestion telemetry for your org.

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Troubleshooting

Observability overview

How the whole observability surface fits together.

Call traces

Drop from a dashboard row into the full signalling + media + agent trace.

MOS, jitter & loss

Why a call scored low, from the packet-level quality metrics.

Latency breakdown

Where the time goes on an AI turn, end to end.