- General - performance across all agents combined,
- By Agent - a breakdown for each individual agent.
Top-line metrics
At the top of the dashboard, you will see a row of headline metrics. These give you a quick read on overall performance.Total Calls
This is the total number of calls placed or received during the selected period across all agents in the workspace. This is your main volume metric. If it is lower than expected, check whether campaigns are active, phone numbers are assigned correctly, and contact lists or workflows are populated as expected.Successful Calls
This is the number of calls where the contact answered and the agent was able to have a live conversation. It tells you how many actual interactions took place, not just how many dial attempts were made.Answer Rate
This is the percentage of calls that were picked up. For outbound operations, answer rate is one of the clearest indicators of list quality, calling-window quality, and caller ID health. A low answer rate often points to stale data, poor timing, or numbers being ignored or flagged. As a general benchmark, anything above 50% is usually healthy for many outbound campaigns. If answer rate falls well below that, check:- calling hours,
- number reputation,
- caller ID configuration,
- and contact quality.
Unique Numbers
This shows how many unique phone numbers were called or interacted with during the selected period. It helps distinguish between repeated activity on the same contacts and broader reach across your list.Average Duration
This is the average length of connected calls. The right number depends on the use case. For appointment setting or basic qualification, somewhere between 45 seconds and 2 minutes is common. If average duration is very short, contacts may be dropping early. If it is unusually long, the agent may be rambling, looping, or struggling to close. Use this metric in context. The most useful comparison is often against your best-performing agent.Operational metrics
Below the headline row, you will see more operational performance data.Transfer Rate
This is the percentage of calls that were transferred to a human. A certain level of transfer is healthy. It means the agent is identifying situations that should be escalated. If transfer rate is unusually high, the agent may be running into too many situations it cannot handle on its own. If it is near zero, check whether transfer logic is actually configured and working.Voicemail Rate
This is the percentage of calls that reached voicemail. If voicemail detection is enabled and configured to hang up, this should usually stay low. A high voicemail rate can point to poor calling times, incorrect voicemail handling, or detection settings that need adjustment.Average Calls per Day
This is your average daily call volume across the selected time range. Use it to spot trends and to estimate future usage. A sudden drop may indicate a paused campaign, a routing issue, or a problem with telephony or scheduling.Average Cost per Minute
This is your blended cost per minute of talk time across agents and voice stacks. It reflects the actual call cost based on platform usage, model usage, and voice provider usage. This is especially useful when comparing different agent configurations or checking whether a stack change improved cost efficiency.Call volume chart
Below the metric cards, the dashboard shows a bar chart of call volume by day. This helps you see:- which days generate the most activity,
- whether there are unexpected gaps,
- whether volume is trending up or down,
- and which periods may need investigation.
Customer sentiment
RapidCall analyses completed call transcripts and classifies sentiment as positive, neutral, or negative. The dashboard displays this in a visual chart with counts and percentages. Sentiment is useful because it gives you an early signal about how calls are landing. If most calls are coming back positive or neutral, the interaction is probably working as intended. If negative sentiment begins to rise, it usually means something in the experience needs attention. That could be:- the opening line,
- the tone of voice,
- the timing of calls,
- objection handling,
- or the overall structure of the conversation.
Outcomes
The Outcomes chart shows how calls ended. This is one of the most useful areas for diagnosing both operational and conversion issues.User Hangup
The contact ended the call. This is common in outbound calling and is not automatically a problem. What matters is when the hang-up happens. If it happens in the first few seconds, the issue is often the opening or the voice. If it happens later, the issue may be the pitch, the relevance, or the way the conversation is being handled.No Answer
The call was not picked up. This is usually not a script problem. It is more often tied to list quality, timing, or caller ID trust.Transferred
The agent routed the call to a human. Review this together with Transfer Rate to understand how often the agent is escalating and whether that level is appropriate for the workflow.Agent Hangup
The agent ended the call according to its configured logic. This is usually the expected outcome when the conversation reaches a natural end, such as a booking being completed, information being delivered, or the contact declining politely. If this number is unusually low, the agent may not be reaching its final step consistently.Other
This includes outcomes such as:- maximum duration reached,
- telephony issues,
- dropped connections,
- or other technical exceptions.
Best practice
The most useful habit is to check the Performance dashboard daily, review the main numbers, and then listen to a small sample of recent calls. The metrics tell you what happened.The recordings and transcripts tell you why.