CloudCall has rolled out a new Insights Dashboard along with a refreshed look and feel across the Workspace. Insights is now the default home screen for administrators and supervisors, bringing live call activity, historical trends, and agent performance together in a single view. This announcement summarizes what's new and what you'll notice the next time you log in.
 

What's Changed in Your Workspace

Alongside the new dashboard, the Workspace has a refreshed navigation and visual design — cleaner typography, an updated sidebar, and agent status shown at a glance with avatar-based tiles. Previously, Activity was the landing page after login and reporting lived only in the call log. Insights now opens automatically for admins and supervisors, with Activity remaining available as the detailed, searchable call and message record.

The New Insights Dashboard

The dashboard is organized around three time-range views, a team filter, and three main content areas: KPI summary cards, Agents Performance, and Agent Live Stats.

Time Range Views & Team Filter
Three tabs — Live, Today, and 7 day — control the time window for every metric on the page. In Live, turning on Auto Refresh keeps the numbers current without manual reloads, which is useful for a wallboard or a second monitor.

The “Select a team” dropdown in the top-right scopes every card to a single team, or to “All Teams” for an org-wide view (admin-only). Supervisors only see the teams they're assigned to.

KPI Summary Cards
Five headline metrics sit at the top of every view, each with a day-over-day comparison arrow against yesterday's figure at the same time:

Agents Performance
A card per active agent shows call count, SMS count, and average handle time for the period, with a “View All Calls” link that jumps straight into the Activity log filtered to that agent.

Agent Live Stats & Live Coaching
A real-time headcount of On Call (Direct vs. Queue), Available, and Offline agents, with a “Filter by agents” control to narrow the view. Clicking an agent who is on a live call opens a coaching panel with three options:

Activity Log & Call Details

The Activity tab remains the detailed, searchable record behind the dashboard, with the same headline stats for the selected date range (Today, 7d, 30d, MTD, or Custom) followed by a full table of every call and message. Each row includes the contact, agent, team, date and time, direction, call type, duration, status, and recording availability.

Clicking any row opens Call Details, with the call recording, a copyable Call ID, and — where the AI Companion (C3) add-on is enabled — an AI-generated summary and transcript. A “Copy Link” button shares the specific call directly.

Call Details, including AI-generated summary and transcript

Why It Matters

• Real-time visibility into team status without pulling a report or refreshing a page
• Trend context for Today and the last 7 days, with automatic day-over-day comparisons
• A direct path from a KPI card down to an individual call's recording and AI summary, for faster coaching
• One home screen instead of stitching together call logs manually

Getting Started

No action is required — Insights is now live as your default home screen (Supervisors/Admins-only). For a full walkthrough of every feature and a step-by-step guide to common tasks (reading KPI cards, coaching a live call, reviewing activity history), see the CloudCall Insights Dashboard: Admin & Supervisor Guide, available from your Customer Success contact or the CloudCall Help Center.

Need Help?
If you have questions about the new dashboard or notice anything unexpected, reach out to your CloudCall account team or visit the Support Portal at support@cloudcall.com.