Dashboard

Overview

The Dashboard is your landing page after login. It adapts to your role, showing the most relevant metrics and actions for your responsibilities.

Client Dashboard

Client Admin

The Client dashboard provides a high-level view of your entire organization.

Key widgets:

• Conversations Analyzed — conversations (calls and chats) received in the selected period that already have a completed analysis; one analyzed later counts in the period it arrived, with trend sparkline. Missed calls and calls too short to analyze are not counted
• Average Quality Score — organization-wide average (0–100)
• Budget Overview — current spending vs. monthly limit, with a progress bar
• Records Trend — chart showing daily/weekly record volume over time
• Recent Alerts — latest alert events with severity indicators
• Recent Activity — feed of the most recent uploads, analyses, and team actions

Quick Actions from the Dashboard:

• Click any metric card to navigate to the detailed view
• Use the date range selector to change the reporting period

Supervisor Dashboard

Supervisor

The Supervisor dashboard focuses on team performance. Team figures — quality, calls, funnels, objections, script adherence — cover only the projects the supervisor is assigned to. With no project selected in the filter, that means all of their projects — never the whole organization. A supervisor with no assigned projects sees an empty dashboard with a note saying so. The supervisor’s daily and weekly email digest counts the same projects; the daily one also lists the objection reasons the team left unhandled the day before (see Objections).

Key widgets:

• Team Overview — number of agents, active projects, total records
• Call Quality by Team Member — per-member quality scores with trend indicators. A table of scores, not standings: no ranks, no medals
• Top Improvers — agents showing the greatest score improvement over the selected period
• Needs Attention — agents with declining scores or flagged conversations
• Objections the team drops (the Quality tab) — the objection reasons your team most often leaves unhandled. Every objection is sorted into one reason from a fixed list (price, not now, delivery and availability, and so on), so one reason is counted together however customers phrase it. Counts are conversations: “unhandled in 12 of 20 calls”. Under each reason you see how customers put it and a quote of an unhandled one. A reason the team handled in every conversation stays on the list with 0 % unhandled, so you can see it came up and was dealt with. Objections from conversations analyzed before the list existed are sorted into the same reasons; the share that could not be recognized is shown at the bottom of the card. All objections → opens the Objections screen: every objection customers raised, how often and in their words, and the team’s best answers.

Supervisor-specific actions:

• Click an agent name to view their detailed performance
• Click “Needs Attention” items to see flagged records

Highlights Tab

Client Supervisor

The Highlights tab comes right after Overview and sums up the selected period in plain words. It uses the same period and project filter as the rest of the dashboard. Supervisors see only the projects they are assigned to.

• In short — how many conversations were analyzed, the three most frequent issues by scoring metric (for example, “Clarity — in 652 of 1,446”), and how many conversations have no high or critical attention flag. Those conversations are listed with the reason, and each one opens the conversation.
• From received to analyzed — why fewer conversations are analyzed than received: waiting to be started (manual analysis mode or insufficient balance), too short to analyze, no conversation recorded (for example, an unanswered call), still in progress, or a processing error. A call or chat row opens Records with that outcome and the report’s exact period, so the list shows the same records the row counted — the report is refreshed every few minutes, so a conversation that has just moved to another stage may already be counted differently; a note above the list names the period, with a button to show every period. A row with no conversations, and every row of a report over more than 40 projects (more than the list’s project filter holds), stays a plain number. Inside the Bitrix24 app, Records opens in the web version, in a new tab.
• Quality and agents — the average score and its change versus the previous period of the same length, plus the best and lagging agent. Agents are compared only when they have at least 5 scored conversations.
• What customers call about — conversation topics, serious product complaints, and the competitors customers mentioned. Spellings of one brand — “Lemken”, “lemken”, the same name in Cyrillic — are counted as one row, under the name from your organization’s glossary: the list of brands and their spellings that Aelo support maintains for you. A name the glossary marks as something other than a competitor — your own brand, a platform you service, a supplier, a partner, a colleague — is not shown as a competitor at all. A name the glossary does not know keeps its own spelling, stays a separate row and is marked “not merged” there; under the list you see what share of the names heard that is — a name is counted once per conversation, however many times it was said — and up to three of those names by way of example, including ones too rare to make the list. Send those spellings to support — merging happens when the tab is built, so past conversations merge too, with nothing to re-analyze. Until your glossary lists at least one competitor there is nothing to fill in, so the mark and the line stay away and names are merged by spelling alone.

Criteria Tab

The Criteria tab on the Client and Supervisor dashboards shows how criteria answered over the selected period: every criterion with how many conversations were evaluated, not applicable, left without an answer or not evaluated. Open a criterion to see it by day or week, the distribution of its answers and a table by manager; an answer in the distribution, a number in the table by manager and, for yes/no and score criteria, a bar of the trend open the calls behind them. Supervisors see only the projects they are assigned to.

Conversation Quality Block (preview)

Client Supervisor Agent

A closed preview of the new dashboard, switched on for an organization on request. It leads the Quality tab for clients and supervisors and My Performance for agents.

• The number — the average quality score over the period’s scored conversations, how many were scored out of those analyzed, and the change versus the previous period of the same length. A conversation without a score is not counted as zero: when nothing was scored, the block says so instead of showing 0.
• What it rests on — select the number to see the score, the scored and unscored conversations, the change, and whose conversations were counted: the whole organization or the selected projects for a client, their own projects for a supervisor, their own conversations for an agent.
• By day — one bar per day of the period; a day without scored conversations stays an empty place. Select a bar to see that day on its own.
• Open records — opens Records with exactly the conversations behind the number or the day: the same period, scored only, the same projects. A supervisor with no project selected and more than 40 projects sees why the list cannot be opened instead of a wider list. Inside the Bitrix24 app, Records opens in the web version, in a new tab.

Agent Dashboard

Agent

The Agent dashboard shows your personal performance.

Key widgets:

• My Quality Score — your current quality score with trend indicator. When the period holds no evaluated conversations at all, this shows the same dash as the records below: the period has no score, not a score of zero
• Ranking — your own position among peers, shown as 3/12 with #3 of 12 beneath it
• Focus Areas — specific skills or behaviors to improve
• Recent Records — your most recently uploaded conversations with their scores. A conversation with no score yet — the analysis has not finished, or the rubric did not apply to it (an “other”-category call) — shows a dash instead of a number. A dash means “no score”, not zero
• Daily Goals — progress toward daily targets (if configured)

Agent-specific actions:

• Click quality score to see detailed breakdown
• Click a record to view full analysis

Onboarding State

First-time users see the Onboarding Checklist alongside dashboard widgets. The checklist guides you through initial setup steps specific to your role. Once all steps are completed (or dismissed), the checklist disappears permanently.

See Getting Started for checklist details.

Access by Role

Feature	Client	Admin	Supervisor	Agent
Organization metrics	✅	✅	❌	❌
Budget overview	✅	❌	❌	❌
Call quality by member	✅	✅	✅	❌
Agent performance	✅	✅	✅ (team)	✅ (own)
Onboarding checklist	✅	✅	✅	✅

Tips & Best Practices

• Check your dashboard daily to stay on top of trends.
• Supervisors: use the “Needs Attention” widget to prioritize where to focus.
• Use the date range selector to compare performance across different periods.