Custom Dashboards

Use Analytics > Dashboards to create reports from your team’s call data. Start with a call-volume report, then add the outcomes and quality measures your team needs. Revve also provides built-in Analytics dashboards for operational, chat, AI, and human-agent performance.

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Before you start

• Your account must belong to the workspace that contains the data.
• The Manage Analytics permission makes the Analytics section visible in the sidebar.
• The Publish Dashboards permission allows direct publication. Other editors use Request review.
• Metrics need source data. Custom fields need configured call analysis; evaluation and review metrics need completed results.

See Roles and Permissions to check your role. Contact your administrator if Dashboards is unavailable.

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Start with Call Overview

The Call Overview dashboard provides six charts:

• Total calls.
• Success rate.
• Average call duration.
• Call volume by agent.
• Calls by disconnection reason.
• Average duration over time.

Use the date selector to change the period. The default overview uses the last 30 days. To use an existing dashboard as a starting point, open its menu and select Duplicate. Give the copy a clear name.

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Create a dashboard

1. Open Analytics > Dashboards.
2. Select New dashboard.
3. Enter a name and an optional description, then select Create.
4. Select Add chart.
5. Choose a Graph Type and Metric.
6. Select the available aggregation, filters, and breakdown for that metric.
7. Check the preview, edit the chart name if needed, and select Save.
8. Add more charts and arrange them on the dashboard.
9. Select Publish or Request review when the draft is ready.

Chart changes and layout changes appear in the draft and save automatically. Publication creates a version of the dashboard configuration.

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Configure charts

A new chart starts with Line, no metric selected, no filters or breakdown, and the dashboard’s date range. Select a metric before saving. Number charts show one value and do not support a breakdown. Column charts with a breakdown can use Stack the series. If a breakdown includes records without a value, Hide unclassified removes that series from the display.

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Available data

Evaluation metrics and human review metrics measure different sources. Use the relevant scorecard and agent filters when comparing results. See Voice Agent Evaluation for evaluation setup and Analysis & Summary for extracted fields.

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Custom field behavior

The field’s type determines its available operations: Selector fields are not included in the custom dashboard catalog. If a configured field is removed, edit affected charts and select a replacement. For bank totals, customer coverage, or customer segments, first confirm the source fields and counting rules. External CRM data needs a separate integration.

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Arrange and manage charts

On an existing dashboard, select Start Editing. Drag chart handles to change positions and use resize handles to change chart dimensions. Use a chart’s controls to edit, duplicate, or delete it. Each dashboard supports up to 40 charts. Use the star on the dashboard list to mark a personal favorite. Dashboard definitions and call data remain scoped to the workspace. There is no separate access list for individual dashboards. Workspace access and publish permissions do not create a private per-user report.

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Publish and review changes

Drafts save automatically. Another team member can view a draft, so a draft is not a private report. Only one editor can hold the edit lock at a time. If another member holds the lock, the dashboard shows their name and remains read-only. To publish with the Publish Dashboards permission:

1. Select Publish.
2. Review the change summary and add an optional note.
3. Confirm Publish.

Without that permission, select Request review, choose at least one reviewer, and select Send request. An authorized reviewer can approve or decline the request. Use History or the version selector to inspect published versions. Past versions are read-only. Versions preserve chart settings and layouts. They do not freeze the underlying call data as a historical report export. Exit leaves the draft available. Discard abandons unpublished edits. Confirm the displayed version before you share a dashboard with colleagues.

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Refresh, exports, and scope

Custom dashboards provide configurable analysis of stored call data. Keep these limits in mind:

• There is no user-configurable refresh interval in seconds or minutes. Changing a chart query updates its results; automatic cache handling is not a wallboard refresh setting.
• Custom dashboards do not provide live queue service levels, agent login/logout history, or timers for current telephony states.
• Calculations use the metric’s supported aggregations. There is no arbitrary formula editor, calculated row/column editor, or custom series color picker.
• The custom dashboard page does not provide Excel, PDF, or CSV export. Built-in Chat Agents analytics has separate CSV exports.
• Dashboard charts show aggregates. Use the relevant conversation or call history to inspect individual records, transcripts, and recordings.
• Dashboard configuration does not send results to an external CRM or DMC. Such updates require a separate API integration or automation.

See Analytics Dashboard for built-in reports, Exporting Conversations for chat exports, and Automation Rules for API actions.