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The built in dashboards cover automation rate, escalations and calls. When you need to slice your data differently, for example by property, by inbox, by channel or by a custom field, you can ask Operator to build a custom dashboard for you.

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Building a dashboard with Operator

Open Operator from the left navigation and describe what you want to see in plain language. Be specific about the measure, the breakdown and the time range. Operator builds the dashboard from your workspace data. You can then ask it to change the breakdown, add a chart or narrow the date range, the same way you would ask a colleague.
Operator can only report on data your workspace holds and that you have permission to view. If a breakdown depends on a custom field or a group, make sure it is filled in consistently first, or the numbers will be patchy.

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Dashboards or the API?

Use dashboards for analysis you look at when you choose to, such as a weekly review, a client report or spotting a trend. Use the Conduit API when you need numbers to flow into another system automatically, or when something should react as soon as a number changes.

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Frequently asked questions

Poll the API on a schedule that suits you, for example every hour or once a day. The basic insights are available directly: Get Automation Rate returns your automation rate over a date range with a daily breakdown, and Get Resolution Rate returns end to end resolution. For conversation level detail, use endpoints such as Search Conversations and List Escalations.
Usually not. For analysis, the dashboards in Conduit are simpler and already link through to the conversations behind each number. Poll the API when another system genuinely needs the data, and pick a sensible interval rather than calling it every few seconds.
It will when it measures the same thing over the same period. If they differ, check the date range, the time zone and which inboxes or listings are included. See Metrics for how each built in metric is calculated.