Tier 1: Snapshot Overview (Top-Level Metrics)
These metrics form the “heartbeat” of the dashboard — glanceable and comparative.
Total Conversations (today / 7d) Why: These KPIs let the user immediately sense whether the system is functioning as expected.
Tier 2: Temporal Trends (Performance Over Time)
The second tier allows users to investigate trends or anomalies over time:
Volume of conversations over time Breakdown by resolution status Filter by channel (voice/chat/email) or agent Time comparison: week-over-week or month-over-month Why: This serves ops leads looking to analyze spikes, drops, or friction patterns.
Tier 3: Agent-Level Performance (Table View)
Detailed view of agent behaviors and health, including:
Number of conversations handled per agent Resolution/escalation rate by agent Agent activity (last modified / last deployed) Why: Enables deeper diagnostic insight — which agents are excelling, which need tuning?
Tier 4: Actionable Alerts / Insights (System Recommendations)
Automatically generated insights, such as:
“Agent A’s fallback rate increased 30%” “Escalation volume doubled for voice channel yesterday” Why: Encourages proactive issue resolution. These are high-attention alerts requiring review.
Tier 5: Quick Actions (Bottom or Sidebar Utility)
A set of frequent operations users might need:
Why: Ensures the dashboard isn’t just a reporting surface — it’s a control center.
