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Dashboards turn what happens in your inbox into numbers you can look at. There is one built-in dashboard that works from day one, a builder for making your own, and a separate Tags page that shows what your conversations are actually about. All of it sits under Dashboards in the sidebar.

The Overview dashboard, with the KPI row and the conversation charts.

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The Overview dashboard

Overview is always the first item, it is maintained for you, and it needs no setting up. A range control at the top switches between the last 7d, 30d and 90d — 30 days to begin with. If nothing has happened yet you will see “No conversations or calls yet — connect a channel to start seeing activity here.” with a Connect a channel link.

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The numbers at the top

Avg first response is the one to watch week to week. It is the number your customers actually feel, and it is the first thing that slips when volume rises.

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The charts

  • Conversations over time — volume day by day. Use it to spot your busy days and the effect of a campaign.
  • Conversation status — the split between open, snoozed and closed. A growing open slice means work is arriving faster than it is being finished.
  • Chats by channel — where your customers actually contact you, which is often not where you expect.
  • Chats by agent — the split across your team and your AI agents.
  • Recent conversations — the latest conversations with their contact, channel, agent, status and last message.
Where your plan includes voice, a Voice & calls section follows with Call answer rate, Avg call duration, Call outcomes, Calls over time, Calls by agent and a Recent calls table. See Voice agents.

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Building your own dashboard

Your own dashboards answer a different sort of question. Rather than counting conversations, they chart the variables your agents collect — the budget a customer mentioned, the product they asked about, the date they wanted, whether they qualified. Those are the same variables you can see and edit in a conversation’s AI details panel. Anything an agent is set up to collect can be charted here. See Prompt, knowledge and tools.
1

Click New dashboard

Name it — “Sales overview”, “Support quality”. Dashboards are shared with your whole workspace.
2

Click Add widget

The widget builder opens with a live preview beside it.
3

Choose the data

Give the widget a Title, pick an Agent (or All agents), then pick the Variable to chart. The variable list is whatever that agent collects.
4

Choose the visualization

Counter for a single number, Line for a trend over time, Bar to compare, Pie for a breakdown, Table for the rows themselves. Then pick the Aggregation — Count, Sum, Average or Distribution. Line charts also take a Bucket: Day, Hour or Week.
5

Add filters (optional)

Narrow the widget to part of the data — “budget is at least 5000”, “qualified is true”. All conditions must match.
Not every combination is offered: a counter or a line chart can count, sum or average; bar and pie charts show a distribution; tables count. The builder only offers what makes sense for the chart type you chose.
While you are creating a widget the preview shows illustrative sample data, because there is nothing saved to read from yet. Save it and the widget fills with your real numbers; editing it later previews the real data too.

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Arranging and filtering a dashboard

Edit layout lets you set each widget’s Width (1, 2 or 3 columns) and Height (S, M or L), then Save. Each widget also has Edit widget and Remove widget. Above the widgets is a filter bar that applies to all of them at once: a From and To date range, an Agent selector, and a Channel control (All, WhatsApp, Web chat, and Voice where your plan includes it). Changing those filters affects only your own screen until you save them. While they differ from what is saved you will see “Unsaved view — only you see this until you save”. Click Save view to make them the dashboard’s defaults for everyone. Dashboards can be renamed and deleted from the list. Deleting takes its widgets with it and cannot be undone.

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The Tags page

The Tags page, showing conversations per tag and the drill-down panel.

Tags answers the question the other dashboards cannot: what are people contacting us about? Callivox reads every conversation and tags it by topic on its own — no forms for your team to fill in, no discipline to maintain. Tagging happens twice: once early, while the conversation is live, so the tags are useful in the inbox, and again when it closes, reading the whole conversation to settle on the final set. Re-evaluate tags in a conversation’s More actions menu re-runs it on demand. Tags you add yourself are kept separate and are never overwritten by the automatic pass. Tags aren’t only for reporting — a routing rule can match on a tag and file the conversation into the right folder automatically. The page has two tabs.

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Dashboard

Four cards at the top: Total tags, Tagged conversations, Open & tagged, and AI-created tags. Below them, Conversations per tag lists every tag with its Open, Snoozed, Closed and Total counts, plus a Status split bar. Automatically created tags carry an AI badge. Click a row and a panel opens on the right listing that tag’s conversations, with a status filter of its own. Click one to read it.
Read this page top-down once a month. The biggest tag is what your business is really being asked about — often something worth a knowledge-base article, a change to your website, or an AI agent of its own.
Before anything has been tagged you will see: “No tags yet — Once conversations are auto-tagged (or you add tags manually), their topic breakdown shows up here.”

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Manage tags

The second tab is where you keep the vocabulary clean:
Rename, recolor, delete, or merge near-duplicate tags. AI often creates variants like “Refund” / “Refunds” — merging keeps every conversation and re-points it to the target tag.
The grid lists each tag with its Origin — AI-created or Manual — and its Usage as a bar and a count, most-used first. Each row offers:
  • Rename
  • Recolor — a colour picker with a live preview.
  • Merge into… — “Every conversation and contact tagged with the source moves to the target, and the source tag is removed.”
  • Delete — “It will be removed from every conversation and contact it’s on. This can’t be undone.”
+ New tag adds one by hand: “Give the tag a short, distinct name.”
This is one shared vocabulary. The same tags are used on your contacts and can be targeted by campaign audiences — so merging duplicates here tidies up all three places at once.
Merging is the action worth using regularly. Automatic tagging tends to produce near-duplicates over time, and a monthly pass of merging them keeps the breakdown readable without losing a single conversation.

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Next steps

AI in the inbox

Where tags and collected variables show up while you work.

Prompt, knowledge and tools

Set up the variables you want your agents to collect.