Overview

See the shape of every conversation, volume, rhythm, and peak hours across your entire range.

Overview is the first page that loads after you pick a project from the project switcher in the sidebar. Every chart and KPI on this page (and on every other CCQA page) reflects the date and hour range you set on the filter bar at the top.

Page anatomy

The page stacks vertically inside the dashboard’s main column.

Region	What you see
Filter bar	A row of date and hour controls just below the hero. See The filter bar below.
Goals strip	A row of small progress rings for the project’s KPI targets (Total Calls, Avg Duration, Positive Sentiment Share, FCR, Escalation Rate, Silence Ratio). Admins also see an Edit goals button. See Goals.
KPI strip	Five summary cards. Only this page renders the strip, every other CCQA page omits it. See Aggregate KPIs.
Error strip	A red-tinted strip with the message text appears only when the analytics fetch fails.
Daily Call Volume card	Full-width card with a line chart showing calls per day across the active date range.
Hourly Distribution card	Half-width card on large screens, bars showing average calls by hour of day.
Activity Heatmap card	Half-width card on large screens, day-of-week against hour-of-day grid.
Volume Forecasting peek	Slim summary card with a 7-day projection chart and a link to the full Forecasting tab. Hidden when no project is selected.

The filter bar

The filter bar sits directly under the hero on every CCQA page (the bar is the same component everywhere, this page just shows its full shape).

Element	What it does
Last 7 days pill	Sets the date range to the last 7 days ending today.
Last 30 days pill	Sets the date range to the last 30 days. Default selection on first load.
Last 90 days pill	Sets the date range to the last 90 days.
Custom pill	Opens a popover with a calendar so you can pick a From and a To date. The popover clamps to the project’s available data window.
Hour range	Two number selectors labelled Hours, defaulting to 0 (start of the day) and 23 (end of the day).
Apply	Confirms the Custom picker, only visible inside that popover.
Reset	Restores the defaults (Last 30 days, hours 0 to 23).

Selections write back to the URL, so sharing the page link carries the filter state with it. Other CCQA pages pick up the same selection automatically when you navigate to them.

The filter bar is the single source of truth across the whole CCQA surface. Change it once at the top of any page, every chart and KPI on every other page updates accordingly.

The Goals strip

A horizontal row of small circular progress rings, one per KPI target the admin has configured.

Element	What it shows
Ring	A circular progress meter colored by progress against the target (green when on track, amber when close, red when off).
Center label	The current value in mono digits.
Footer label	The KPI name (Total Calls, Avg Duration, Positive Sentiment Share, FCR, Escalation Rate, Silence Ratio).
Edit button	Visible only to project admins. Opens the Goals editor dialog.

When no goals are configured, the strip collapses out of the layout. See Goals & Benchmarks.

Aggregate KPIs

Five cards, all reactive to the active filter window. The KPI strip is mounted only on this page.

KPI	Definition
Total Calls	Number of calls in the active filter window.
Transcribed Calls	Subset of total that has a usable transcription. The card subtitle reads Transcribed audio.
Total Calls Time	Sum of transcribed audio length in the window. The card subtitle reads Transcribed audio.
Avg Duration (min)	Mean call length in minutes.
Days Analyzed	Distinct days with at least one call in scope.

Every other CCQA page (Sentiment, Intent, Speaker Timeline, TimeLens AI, Agent Scorecards, Compliance, Volume Forecasting, Alerts, Goals, Ask) renders the filter bar directly under its own hero, with no KPI strip. The five cards above belong to Overview alone, and that is intentional, the other pages have their own page-specific charts and tables.

Daily Call Volume

A full-width card with a line chart.

Element	What it shows
Title	Daily Call Volume.
Subtitle	Calls per day over the selected range.
Export chart button	A small icon button on the card’s end edge. Downloads the chart as a PNG.
Chart	A line chart with the date on the x axis and call count on the y axis. The y axis uses thousands separators. The tooltip on hover shows the exact day and call count.
Loading state	The chart fades to a translucent spinner while a filter change is fetching new data.

Hourly Distribution

Half-width card on large screens (full-width on small).

Element	What it shows
Title	Hourly Distribution.
Subtitle	Average calls by hour of day.
Export chart button	Downloads the chart as a PNG.
Chart	A bar chart with the hour of day (0 to 23) on the x axis and average call count on the y axis. The bars are filtered to the active Hours range.

Hourly Distribution shows averages, not totals. If you set the date range to a single day, the chart still shows the same shape, the y axis labels just become the totals for that one day.

Activity Heatmap

Half-width card on large screens, full-width below.

Element	What it shows
Title	Activity Heatmap.
Subtitle	Day of week against hour of day, call density at a glance.
Export chart button	Downloads the heatmap as a PNG.
Grid	Seven rows (Monday through Sunday) by 24 columns (00 through 23). Each cell is colored from a light tint to a deep brand color based on the call count, and shows the actual count in the tooltip on hover. The grid stretches edge to edge across the card.

The weekdays render in Arabic in Arabic mode (الإثنين, الثلاثاء, …).

Volume Forecasting peek

A summary of the next 7 days plus a small chart and a link to the full forecasting page.

Element	What it shows
Title	Volume Forecast.
Subtitle	Seasonal-naive projection based on your chosen training window and horizon.
See full forecast link	Routes to the Volume Forecasting page.
KPI pair	Two small cards showing Next 7 days expected and Avg daily (forecast).
Chart	A composed chart with historical (solid line) and forecast (dashed line) plus a shaded confidence band. A vertical line marked Today sits at the seam.

Common questions

My filter bar selection is not sticking when I navigate to another CCQA page.

The filter is shared across CCQA pages via the URL. As long as you do not lose the URL during navigation (a bookmarked page or sidebar link works fine), the filter persists. If you typed a fresh URL without parameters, the filter resets to defaults.

Why does the KPI strip not show up on the Sentiment page?

By design. The KPI strip lives on Overview only. Every other CCQA page focuses on its own dedicated charts and tables. The filter bar is always visible, the cards are not.

The Goals strip is empty.

No goals have been configured for this project yet. A project admin can configure them via the Edit goals button (visible only to admins). See Goals.

The error strip says it could not load my analytics.

The most common cause is a network blip, refresh the page. If the error persists, your project may have no calls in scope (try widening the date range), or the analytics service is in maintenance.

My Volume Forecasting peek is missing the chart.

The peek is hidden when no project is selected, when there are not enough days of history to forecast, or when the forecast service has not yet run for this project. The full Volume Forecasting page surfaces a clearer state message.

The page numbers do not look right for the date range I picked.

Numbers on this page are filter-reactive, but the underlying data has a freshness window. If you just picked a date range covering the current day, recent calls may not have completed transcription yet (look at the difference between Total Calls and Transcribed Calls).

Why are my hour-of-day bars zero for some hours?

The Hourly Distribution chart is filtered to the active Hours range. If you set hours 9 to 17, only those hours show. Reset the hour range to 0 to 23 to see the full picture.

The Activity Heatmap is dim across most of the grid.

A dim grid means the project has very few calls for that day-and-hour pair. The cell colors are scaled to the maximum value across the grid, so a single high-volume cell can wash out the rest. Pick a smaller date range to see a less-flat distribution.

Where to go next

Sentiment Analysis

Spot what is driving frustration and what is delighting customers.

Intent Analysis

Cluster calls by why customers picked up the phone.

Speaker Timeline

See who spoke when, second by second.

Volume Forecasting

Plan staffing for the next 7 to 180 days.