What it does

Voice-specific dashboard within Omnichannel Historical Analytics. Shows call metrics separately from other channels and needs its own enable toggle.

Key facts

• Metrics include: call volume, average handle time (AHT), customer satisfaction (CSAT), abandon rate, and transfer rate
• Requires separate enablement toggle in admin settings (distinct from general analytics enable)
• Data appears with 24-hour delay in reporting
• Voice-specific insights available only through this dedicated dashboard
• Integrates with broader omnichannel analytics but isolates voice channel data

When to use / skip

Turn this on if you run voice and need voice metrics separate from other channels. Essential if voice is primary. Skip if you're digital-only or voice is minimal.

Configuration decisions

• Flip the Voice Analytics Dashboard toggle (separate from main analytics) in admin settings
• Verify user security roles have access to voice analytics
• Review the voice dashboard in Historical Analytics
• Document your reporting cadence and who gets reports

Gotchas

• Voice toggle is separate: Enabling general analytics doesn't turn on voice reporting.
• 24-hour data lag: Real-time voice metrics aren't available here.
• Voice must be provisioned: No data if voice isn't active.
• Dashboard is read-only: Configuration lives in voice channel settings.
• Clean up when decommissioning: Turn off the toggle to reduce overhead.

Consultant notes

• Voice analytics is frequently missed during the analytics configuration pass because the main Omnichannel historical analytics toggle gives the impression that all channels are covered. It isn't. If voice is in scope, add the voice analytics toggle explicitly to your go-live configuration checklist as a separate line item.
• The 24-hour lag matters most for voice because AHT and abandon rate are the metrics that operations teams watch most closely in the first post-go-live week. Enable this during UAT so the dashboard is already populated by go-live: arriving at day one with no AHT data for a voice deployment creates unnecessary noise.
• For mixed-channel deployments, the separate voice dashboard is worth showing to the supervisor team alongside Omnichannel historical analytics. Voice metrics tell a different story from digital channels (longer AHT, different abandon patterns, CSAT drivers vary). The client should be reviewing them separately, not just in aggregate.

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Source last updated: 2026-04-30 | Check this if: Voice channel is provisioned or decommissioned