Dashboard → Health — an at-a-glance answer to "is the agent working?".

What it shows:

• Traffic-light status — green / yellow / red, computed from the last 24h of calls
• AI replied % — out of "engaged" calls (excludes <10s caller hangups)
• Silent calls — ≥10s where the bot never spoke (real failures)
• Caller hangups — <10s, the caller dialled and hung up
• Turned away — calls refused before the AI could answer, because a plan limit was reached. Shown only when there are some, and any at all turn the status red — these callers never reached you.
• Line noise — how often line hiss was heard as words (higher on old narrowband phone lines)
• Telephony status — connected phone lines and calls in progress (admins only)

«Where interactions came from» on the home page counts only what CUSTOMERS sent you — messages you send first (campaigns, reminders) are named on a separate line underneath, never mixed in. The same definitions as the volumes table below it, so the two can never disagree. Note that a message is one row: a person who writes five times is five incoming messages but one person, which is why the header also shows how many PEOPLE contacted you.

The status card on the Overview page shows the same last-24-hours signal, so the two never disagree. If you had calls in that window it reports on calls — identical to this page. If you had none (for example on a text-only plan), it switches to your conversations instead and reads "AI answered, all channels", counting every WhatsApp / Telegram / Instagram / widget conversation and showing how many an operator took over. That card is always the last 24 hours — it answers "is my AI working right now", so the period buttons above the chart do not change it.

«How the agent speaks, by week» — every phone call is checked shortly after it ends for what makes a good answer: whether it answered the question, in the caller's language, with your facts said exactly, without repeating itself or promising what it did not do. The table shows, week by week, how often each went wrong. Read it as a trend, not as a single number.

«How the conversation flows» — the second table measures turn-taking, not words: the agent starting to speak while the caller was still mid-thought; the caller hanging up while the agent was still talking; the caller asking «hello?» in the middle of the call (they could not hear the agent or thought the line was dead); more than a third of the agent's speech never heard because it kept being cut; the agent failing to make out the caller twice; the caller having to repeat themselves; the agent stopping when the caller only said «yes» or «uh-huh»; a silence of more than two and a half seconds after the caller finished; the agent talking on for more than two seconds after the caller started to speak over it; the agent starting most of its replies with the same word; the agent asking for a phone number or a name the caller had already given; the agent talking about itself — what it can or cannot do — instead of what the customer should do. Each column is the share of calls where it happened; the last column is how long the caller waits for an answer — the typical wait, and after the slash the wait that one turn in ten is longer than. Lower is better everywhere.