# The voice agent's Dashboard

> How many calls the agent handled, how many were answered, how they ended and how your customers felt, over the period you choose.

Page: https://supportfast.ai/en/guide/voice-agent/dashboard/ · Section: Voice agent · Updated on 30 October 2026

Open Voice agent › Dashboard. You also get there from the Manage button on the agent's card.

## The getting-started guide

While the agent is new, at the top you find the “Let's put "Agent name" to work” panel. It has three steps: Set up the profile, Call now for the first test, and Assign a number. Each step is marked as done on its own when you complete it. Skip skips a step, and Don't show this guide again hides the panel.

## Before the first call

Until the agent has received or made a phone call, instead of the statistics you see the “Waiting for the first calls” panel. Phone tests count too; Web Calls don't.

## Choosing the period

In the top right, choose the period: one of the Quick periods, from Today to Last 12 months, or any dates you like with Custom range.... The default is “Last 30 days”. Next to the numbers, “vs prev.” shows the change compared with the previous period of the same length.

## The six cards

Answered calls, answer rate and average duration count only [successful calls](https://supportfast.ai/en/guide/voice-agent/calls.md#the-successful-call).

- **Calls (with Answered and Unanswered)**: “All phone calls started in the period, including unanswered ones.” Below, you read the answered and unanswered calls.

- **Answer rate (Percentage)**: Answered calls divided by completed calls: calls still in progress don't count. For an inbound agent, the console explains it like this: “How many received calls led to a conversation.” For an outbound agent: “How many customers answered the agent's calls.”

- **Average duration (Minutes and seconds)**: “How long an answered call lasts on average.”

- **Minutes (Minutes)**: “Total minutes of call duration in the period.”

- **Transfers (with Attempted and Succeeded)**: “How many call transfers succeeded, out of those attempted.” A transfer succeeds when the teammate answers and the call passes to them.

- **LIVE (with In progress)**: “The calls the agent is handling right now.” It doesn't depend on the period.

![Dashboard of the Officina Rossi Reception voice agent over the last 30 days: the six cards with calls, answer rate, average duration, minutes, transfers and calls in progress, and below them the Volume over time chart and the Sentiment chart.](https://supportfast.ai/_astro/03-dashboard.DuMJDTf9.webp)

_The six cards at the top show at a glance how the period went; below, the volume day by day._

## The charts

- **Volume over time**: “Calls, minutes of conversation and successful transfers, over time.” With Granularity you choose whether to see the values by Hour, Day, Week or Month. Above the chart you read the peak, for example “Peak: 14 calls in one day”.

- **Sentiment**: “How customers felt during the period's calls.” The slices are “Positive”, “Neutral”, “Negative” and “Not analyzed”, for calls without a rating. The AI rates the mood at the end of the call, from the transcript.

- **Heatmap day × hour**: “The days and hours when calls start, in the workspace time zone.” The more intense the color of a cell, the more calls started in that hour. Hover over it to read the day, the hour and the number of calls.

- **Call end reasons**: “How the period's calls ended.” It shows the most frequent reasons, such as “Hung up by the customer”, “No answer” or “Busy”, and groups the rest under “Others”.

- **Outcomes**: How many calls in the period ended with each outcome, for example “Resolved”, “Appointment booked”, “Transferred”. “No outcome” collects the calls the AI didn't rate, such as those rejected before the greeting. The meaning of each outcome and end reason is in [Calls: list and details](https://supportfast.ai/en/guide/voice-agent/calls.md#successful-call-status-outcome-end-reason).

- **Latest calls**: “The ten most recent calls of the period.” A call that is still open has the “In progress” label. The contact is the name, or “Anonymous” if the number was hidden. To listen to a call, press See all: the [Calls](https://supportfast.ai/en/guide/voice-agent/calls.md) page opens.

## How to read the numbers

| If you see | What to check |
| --- | --- |
| Low answer rate on an inbound agent | In Calls, filter the “Unsuccessful” calls and open the summary: agent paused, minutes used up, all lines busy, or customers hanging up without speaking. The reasons are in [Rejected calls and calls that don't appear](https://supportfast.ai/en/guide/voice-agent/calls.md#rejected-calls-and-calls-that-dont-appear). |
| Low answer rate on an outbound agent | Look at the “Call end reasons”. Many “No answer” or “Busy”: try other times of day. Many “Invalid number”: clean up the contact list. |
| Many “Long silence” calls | The customer stays silent, perhaps because the greeting is long or doesn't ask anything. Reread the greeting and check Max user silence. |
| Many short “Hung up by the customer” calls | Listen to the recordings to understand why the customer hangs up. If they are looking for a person, consider a transfer. |
| “Maximum duration reached” | Calls go over the Max call duration. Raise it, or make the prompt more direct. |
| Far more transfers attempted than succeeded | Your teammates don't answer in time. Check the destinations and the waiting time. |
| Negative sentiment growing | Read the transcripts of those calls and update the prompt. |
| Peaks in the heatmap outside your team's hours | Those are the hours when the agent works alone: that is where it needs clear instructions and, if you like, an after-hours greeting. |

## Frequently asked questions

**The minutes in the Dashboard don't match the ones in my subscription.**

That's normal. The Dashboard adds up the duration of phone calls; the subscription counts minutes with its own rules, explained in [Plans, quotas and usage](https://supportfast.ai/en/guide/account/plans-and-usage.md#how-usage-is-counted).

**Can I see the statistics of several agents together?**

No: each agent has its own Dashboard. Campaigns have the campaign Dashboard.

## See also

- [Calls: list and details](https://supportfast.ai/en/guide/voice-agent/calls.md): Listen to, read and understand every call.

- [Testing the agent](https://supportfast.ai/en/guide/voice-agent/test.md): The Web Call and the phone test.

- [Post-call: data, email, webhook](https://supportfast.ai/en/guide/voice-agent/post-call.md): Outcome, summary, email and webhook when the call ends.