The Overview report is the top-level view of how your team is doing on the phones. It's the page to open when someone asks "how have we been going this week?", or when you want to spot a trend before you dig into a specific group or person.

Getting to Overview

Sign in to the admin portal.
In the left-hand sidebar, click Reporting. Overview opens by default.
The default date range is Past 7 days. Change it from the date-range button in the page header.

When you'd open it

A Monday morning sanity check: pick "Last week" from the date-range button and read across the KPI strip. Answer rate, volume, missed calls. If something looks off, the per-group and per-person sections below tell you where to look next.

If someone messages you saying "we're getting hammered on the phones today", the Overview at the default Past 7 days range lets you back up that feeling (or not) with numbers, and lets you compare against the previous period without leaving the page.

What you'll see

A KPI strip across the top with Answer Rate, Total Calls, and Total Duration. Each tile shows the value for the selected period and a small change badge comparing it to the previous period of the same length. Below that, a row of smaller tiles for Outbound Calls, Inbound Calls, and Team Calls (calls between members of your team).

Below the KPIs:

Calls Each Day, a stacked bar chart of daily call volume broken down by outcome (Answered, Missed, Voicemail, Outbound, Team). Useful for spotting which day of the week your inbound spikes.
Calls Each Hour, hourly call volume by direction. Helpful for working out when to staff up.
Group Performance, one donut per group showing Answered, Missed, and Voicemail proportions. Hover for exact counts. The red Missed segment is the one to compare across groups.
Calls per person, a bar chart of Answered, Missed, and Made per team member. Quick way to see who's carrying most of the load.
Transfer Outcomes, donuts for Cold and Blind transfers, showing whether transfers are completing or being abandoned.
Missed Calls table with All Missed and Unreturned tabs. Use Unreturned to chase callers your team hasn't rung back yet.
Unanswered calls per team member table, who is missing the most calls.
Longest Calls table, the longest individual calls in the period. Outliers worth knowing about.

Filtering the report

The date-range button at the top of the page is your main control. Pick a preset (Today, Yesterday, Past 7 days, Past 30 days, Last week, Last month) or choose a custom range from the calendar.

There's a More filters button for narrowing the report further: by specific people, groups, or numbers; by call direction; by outcome; and by minimum call length. On a phone, More filters opens as a bottom drawer.

Filters update the URL as you change them, so any view you've set up can be shared by copying the URL.

Drilling deeper

Most charts and tables are clickable. Click a group's donut in Group Performance to jump into that group's detail report. Click a person in Calls per person to open their detail report. From the page header, you can jump to the SLA report for a per-group SLA breakdown.

Reports refresh when you reload the page or change a filter. There's no manual refresh button.

Show Legacy Report

The previous dashboard-style metrics view is still available via the Show Legacy Report link at the top of the page. It opens in a new tab and is organisation-wide. The legacy view is on its way out, but it's there while you settle into the new one.

Related reports

What's the Cradle dashboard? for live team presence and group availability.
What's the Groups list report? for one card per group, side by side.
What is the Groups report? for a single group's detail page.
What's the People report? for per-person performance.
Comparing people side by side for stacking two or more people next to each other.

What's the Overview report?