agent.telequick.dev.
What you see depends on your role. Agents get their own stats and call
history. Supervisors / team leads additionally get the floor wallboards, VDN
flow, and drill-downs. Tenant-wide All calls / CDR views are gated to
supervisor, admin, and owner roles.
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 of how inbound calls travel Hotline → Skill → Disposition, sized
by 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.
All calls — the triage list
Open Operations → All calls (/ops/calls) for a tenant-wide, paginated list
with one row per call. This is where you start 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 (defaults to
the last 7 days).
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, so the counts and the rows always agree.
Export exactly what you filtered
Press CSV to download the currently visible rows — the same filter and
window you’re looking at, no more, no less. Use it to hand a set of calls to
QA or to reconcile against a carrier invoice.
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, because most real calls are handled by more than one party in sequence — 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 — whether the segment was AI-handled or human-handled, split 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 is derived from a per-segment handler marker on the call
event feed. A segment with no handler attributed to it renders as
unattributed rather than guessing — useful when a call bypassed routing.
CDR view
The call detail record is the billing-grade summary emitted when a call clears: direction, connect and clear timestamps, duration, the release cause, the trunk and dialed number, and the handler. Alongside it, each call carries a voice-quality score (MOS) computed from measured packet loss and jitter on the media leg, so you can spot the calls that connected but sounded bad.VDN flow (Sankey)
Open VDN flow
Go to Operations → VDN flow (
/ops/vdn). The three-column Sankey shows
how inbound calls travel Hotline → Skill → Disposition, with ribbon
width proportional to call volume.Focus on one path
Click any bar to focus the chart on flows touching that node — ribbons that
don’t touch it fade out. Click again (or the focus chip) to clear. Use it
to spot a hotline that funnels everything into one skill, or a skill that ends
up with too many transferred dispositions.
Skill drill
Open a skill from the wallboard or Operations → Skills to see that one skill’s handling over a window: queue depth over time, agents assigned and their state, and per-agent handle counts. It’s the view you open when a wallboard card goes red and you need to know which agents and which callers are behind the number.Agent self / agent timeline
Every agent gets their own read-only stats without needing supervisor access. The Ready surface shows today’s AHT, Calls, ACW average, and RONA (missed offers) plus a Last 5 calls list that clicks through to Call detail. Supervisors can open the same agent’s timeline — a chronological state track (Ready / on call / ACW / Aux) for a shift — to review adherence and coaching moments.The floor wallboard
The wallboard (/ops, plus a chrome-free TV wallboard at
/wallboard-tv for floor monitors) is the live floor view: a top strip of
aggregates and one card per skill with agent-state counts, queue depth, and a KPI
grid — SL%, ASA, AHT, Abandon, Occupancy, and Oldest
wait — each tinted green / amber / red against the skill’s target.
Roadmap surfaces
A few analytics screens are wired into the console but populate only once their data source is flowing in your tenant. Until then they show a readiness message rather than fabricated numbers:- Schedule adherence (
/ops/adherence) — a scheduled-vs-actual state heatmap per 15-minute bucket. Needs a workforce-management / scheduling feed. - Agent Assist analytics (
/ops/assist) — suggestion accept/dismiss rates and AHT with vs without assist. Populates once Agent Assist suggestion telemetry is being collected for your org.
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Wallboard KPIs (SL / ASA / AHT) all show 0 | Aggregate reporting feed still backfilling (see warning above) | Expected today. Use All calls + Call detail for accurate per-call numbers; state and queue-depth counts on the wallboard are still live. |
| All calls list is empty | Date window excludes your calls, or a filter is too tight | Widen the window and clear filters — the list defaults to the last 7 days. |
| A call is missing its recording link | Recording wasn’t captured, or is still uploading | Confirm recording is enabled for the trunk/agent; the link appears once the recording finishes uploading to storage. |
| Call detail shows an unattributed segment | The segment carried no handler marker (e.g. bypassed routing) | Expected for direct/non-routed legs; check the call trace for the raw path. |
| VDN flow is blank for a window | No calls matched, or skills/dispositions aren’t configured | Confirm the window has traffic and that routing is set up under PBX & ACD routing. |
| CSV export has fewer rows than the screen | Export mirrors the active filter, not the full tenant | Intended — it exports exactly what’s filtered. Clear filters first for a full pull. |
Related
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.