> ## Documentation Index
> Fetch the complete documentation index at: https://www.revve.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Dashboards

> For team leads: build and publish call reports with charts, metric calculations, and filters.

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](/docs/history-analytics/analytics-dashboard) for operational, chat, AI, and human-agent performance.

## 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](/docs/governance-access/roles-and-permissions) to check your role. Contact your administrator if Dashboards is unavailable.

## 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.

## 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.

## 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.

| Setting           | Options and when to use them                                                                                                                                                 |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Graph Type**    | Use Line for trends, Column or Bar to compare volumes, Donut for proportions, and Number for one headline value.                                                             |
| **Metric**        | One metric from the workspace's available catalog.                                                                                                                           |
| **Aggregation**   | Count records, sum amounts, or use a rate for a proportion. Average describes typical values; 95th percentile highlights the upper tail. Availability depends on the metric. |
| **Filters**       | Conditions on supported fields. All configured conditions must match.                                                                                                        |
| **Breakdown**     | Split the metric by a supported dimension, such as agent, call type, sentiment, or scorecard.                                                                                |
| **Date range**    | Inherit the dashboard range to compare charts over the same period. Override it only when a chart intentionally needs a different period.                                    |
| **Time interval** | Start with Automatic. Use hour or day to inspect short-term changes; week or month makes longer trends easier to read. Available for Line, Column, and Bar charts.           |

**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.

### Available data

| Metric group           | Examples                                                                         |
| ---------------------- | -------------------------------------------------------------------------------- |
| Call metrics           | Call count, call duration, and successful calls.                                 |
| System fields          | Sentiment, callback scheduled, appointment booked, and requires human follow-up. |
| Custom analysis fields | Values extracted from calls using your team's configured analysis fields.        |
| Evaluation results     | Evaluated calls, evaluation pass rate, normalized score, and knockout rate.      |
| Human review results   | Reviewed calls, review score, and review pass rate.                              |
| Evaluation criteria    | Criterion points, occurrences, and number of criteria judged.                    |

Evaluation metrics and human review metrics measure different sources. Use the relevant scorecard and agent filters when comparing results.

See [Voice Agent Evaluation](/docs/voice-agents/voice-agent-evaluation) for evaluation setup and [Analysis & Summary](/docs/voice-agents/voice-agent-advanced-capabilities#analysis-summary) for extracted fields.

### Custom field behavior

The field's type determines its available operations:

| Field type | Metric operations                                           | Filters and breakdowns                     |
| ---------- | ----------------------------------------------------------- | ------------------------------------------ |
| Number     | Sum, average, or 95th percentile.                           | Numeric comparisons; no numeric breakdown. |
| Boolean    | Count of true values or rate among known true/false values. | True/false filters and breakdowns.         |
| String     | Count of populated values.                                  | Value filters and breakdowns.              |
| Address    | Count or rate of present values.                            | No address filters or breakdowns.          |

Selector fields are not included in the custom dashboard catalog. If a configured field is removed, edit affected charts and select a replacement.

<Note>
  Custom metrics aggregate call records. A sum of extracted debt amounts is not a deduplicated customer debt balance. Repeated calls can include the same amount.
</Note>

For bank totals, customer coverage, or customer segments, first confirm the source fields and counting rules. External CRM data needs a separate integration.

## 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.

## 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.

## 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](/docs/history-analytics/analytics-dashboard) for built-in reports, [Exporting Conversations](/docs/history-analytics/exporting-conversations) for chat exports, and [Automation Rules](/docs/automations/automation-rules-overview) for API actions.