AI Agent Performance Dashboard – Inbound

The Inbound Agent Performance dashboard is your Central hub for what your AI Agent is doing on inbound calls — what callers are asking when they dial in, what the AI is handling on its own, where it needs your help, and how much human staff time it is saving you on incoming traffic.

Use it to spot gaps in your Knowledge Base, understand inbound caller intent, and measure the real operational impact of your AI Agent on calls coming into your business.

AI Recommendations Centre

The AI Recommendations Centre sits at the top of the dashboard because it directly tells you what your business is missing.

Whenever a caller asks something the AI Agent does not have an answer for, the Agent captures that question and turns it into a recommendation for you. Each recommendation is essentially:

Example:

Recommendations are grouped by status so you can act on them quickly:

• Pending — new suggestions waiting for your review.

• Accepted — suggestions you've approved and applied to the Agent.

• Rejected — suggestions you've dismissed (the Agent will not surface them again).

Reviewing this centre regularly is the fastest way to make your AI Agent smarter, because every recommendation comes from a real caller question.

Headline Performance Metrics

Just below the recommendations centre you'll find the high-level numbers for inbound traffic over the selected date range:

• Total Staff Time Saved — total human hours your AI Agent has replaced by handling inbound calls instead of your staff, with an equivalent in working days.

• Avg Call Duration — average length of an answered inbound call.

• After-Hours Answered — inbound calls handled outside your business hours that would otherwise have been missed.

• Total Answered — total inbound calls the AI Agent picked up.

• Assistance Workflows — inbound calls where the AI helped the caller with a request (info, status, notes, etc.).

• Opportunity Workflows — inbound calls tied to revenue-generating intents like new bookings, jobs, or service requests.

• Transferred — inbound calls routed to an Operator (human team member).

Use the date picker at the top right to compare any period — last week, last month, custom range.

Customer Intent Clarity

The Call Workflow Breakdown and Caller Breakdown give you full clarity on why people are calling in.

An important detail: a single inbound call can contain multiple intents. For example, a caller may first ask to cancel an appointment and then immediately ask to book a new one. The AI Agent captures both intents from that one call, so your breakdown reflects the real mix of inbound caller needs — not just the first thing they said.

This view helps you answer questions like:

• What categories of inbound calls are we getting the most? (Administrative, Appointment Booking, Emergency, etc.)

• How much spam / robocall noise is the AI absorbing for us on inbound?

• How is inbound volume split between new vs. existing callers?

Tasks Completed

While "inbound calls answered" tells you what your AI is talking about, Tasks Completed tells you what your AI is actually doing on those inbound calls — actions autonomously completed end-to-end while the caller was on the line.

Typical tasks you'll see tracked here (your set depends on the integrations and workflows enabled on your business):

• Appointments Created

• Appointments Cancelled

• Appointments Rescheduled

• Notes Taken

• Patient / Customer Created

• Refill Requests

• Create Job

• Create Service Request

Together with the call view, this gives you both sides of the picture: what the customer asked and what the AI completed on your behalf.

Inbound Volume by Hour

The Inbound Volume by Hour chart shows when inbound calls actually come in across the day. Use it to:

• Identify peak inbound hours and staff your Operators accordingly.

• Quantify how much after-hours inbound traffic the AI is capturing for you.

• Spot unusual inbound spikes that may need follow-up.

Frequently Asked Questions