Zenople AI Receptionist Insights Dashboard
This dashboard helps you measure business value and operational performance of the AI Receptionist, then drill into calls behind each KPI.
Where to Access
- Navigate to Dynamic Dashboard (DDS) Application> Agent Insights.
- Open AI Receptionist Insight tab.
- Default date range is 30 days.
How to use the page
- Review Executive Summary KPIs to assess value and outcomes.
- Open KPI drilldowns by clicking any highlighted KPI tile.
- Use Conversation Explorer to inspect call-level records.
- Click View Call Insights on a row for full call audit details.
What each section tells
Executive Summary
Primary KPI tiles and distribution charts for value, service outcomes, caller mix, sentiment, intent, language, escalations, and automation.
Efficiency
Benchmark table comparing manual baseline vs AI performance and improvement.
Conversation Explorer
Paginated call-level table used for audit and traceability.
Executive Summary KPI Tiles
KPI tile | What it means |
|---|---|
Estimated Gross Value Created | Estimated labor value offset from calls handled by AI. Calculated:
|
Total Calls | Total number of calls handled by AI Receptionist |
Hours Reclaimed | Total hours saved by receptionist agent |
After-Hours Reclaimed Hours | Estimated hours saved for calls outside office hours. After-hours metrics are evaluated against tenant office availability hours configuration (including Closed days). |
After-Hours Calls Resolution | Resolved/partially resolved after-hours calls |
Identification Rate | % Of calls where caller is identified/authenticated
|
Resolution Rate | % Of calls resolved or partially resolved
|
Escalation Rate | % Of calls escalated to human
|
Follow-up Required Rate | % Of calls requiring staff follow-up
|
Zenople Action Taken | Count of write-back actions executed in zenople |
Multichannel Outbound | SMS + Email outbound actions for sending information during call. |
KPI Tiles Drilldown behavior
Clicking a KPI tile opens a drilldown table filtered to that KPI context.
Tile clicked | Drilldown focus |
|---|---|
Escalation Rate | Escalated calls only |
After-Hours Calls Resolution | After-hours calls with Resolved/Partially Resolved outcome |
After-Hours Reclaimed Hours | After-hours calls only |
Zenople Action Taken | Calls with write-back actions |
Multichannel Outbound | Calls with outbound SMS/Email activity |
Resolution Rate | Calls with Resolved/Partially Resolved outcome |
Identification Rate | Calls in Identified/Authenticated state |
Other KPI tiles | Relevant call records for general inspection |
Executive Summary Charts:
Chart | What it shows |
|---|---|
Growth Comparison: Volume & Productivity (Period vs Previous) | Side-by-side current vs previous period bars for Call Volume, Call Hours, and Hours Reclaimed. |
Caller Distribution | Share of calls by caller segment (Applicant, New Hire, Employee, Contact, Unknown). |
Multilingual Engagement | Language mix of inbound calls. Count call by call language. |
Call Intent Distribution | Top 5 most common caller intents detected by the AI. A single call can contribute to multiple intent counts. |
Sentiment Analysis | Distribution of caller sentiment across Negative/Positive/Neutral. |
Outcome Distribution | Overall final disposition of calls: Resolved, Partially Resolved, Escalated, Incomplete. |
Outcome by Caller Type | Stacked outcome composition for each caller segment. Outcome count for each caller type. |
Zenople Automation Write-Backs | Which automation actions are executed in zenople most by the AI receptionist agent? Examples: Job apply, Appointment, Registration etc. |
Escalation Reason Breakdown | All Escalation drivers requiring human handoff. |
Identification Funnel | Identification/authentication progression snapshot. Shows count of each call state. |
Use these charts to pinpoint high-volume intent/segment patterns, escalation hotspots, and where automation or call-flow tuning can improve resolution.
Conversation Explorer and Call Insights
Conversation Explorer columns
- Date/Time
- Caller Type
- Name
- Contact
- Category
- Duration
- Outcome
- Actions Taken
- Call Insights (button)
View Call Insights panel includes
- Call recording (if available)
- AI-generated summary
- Transcript timeline (AI + caller messages)
- Action/tool details (when available)
Use this panel for quality review, coaching, and root-cause analysis of escalations/follow-ups.