Call Overview & Call Analytics - This widget, which is only visible in the voice conversations case analytics page, gives an overview of the direction of the call - inbound or outbound call and the call duration, which is the total talk time between the agent and the customer.

On clicking Show All in the Call Overview widget opens the Call Analytics dashboard in the third pane. This dashboard provides data on call duration breakdown and call disposition.

Highlight Widget

This widget gives an overview of all intents detected in the conversation, case sentiment, language and the team that has handled the case.

Case Overview

The case card widget in the Case Analytics dashboard displays the Case Number, Case Creation Time, CSAT Score, Case Sentiment and the Average Handling Time (AHT).

Note: You have the flexibility to incorporate various reporting widgets, customer 360 widgets, and customer profile widgets into your dashboard.