A practical guide to using AI-powered team intelligence (natural-language insights, contact call plans, sentiment, and live coaching) from the CloudCall C3 Insights dashboard.
In this article
- Overview
- What's new vs. the standard dashboard
- Who this guide is for
- Features and functions
- How to use and navigate
- A simple daily routine for supervisors
Overview
The C3 Insights dashboard is the AI-powered evolution of CloudCall's standard Insights dashboard. It keeps everything supervisors already rely on, including live agent status, KPI trends and call history, and adds AI Companion: a natural-language assistant that reads across your team's calls, contacts, sentiment and pipeline to answer questions and surface risk automatically, without anyone building a report.
Why it matters: traditional dashboards tell you what happened, but a supervisor still has to interpret the numbers and decide what to do next. C3 Insights closes that gap. Instead of scanning tables to spot an at-risk account or a dip in sentiment, you can ask a plain-language question or use a one-click template and get a ranked, explained answer in seconds. That turns Insights from a reporting screen into an active coaching and account-management tool.
Premium add-on: AI Companion (C3)
C3 Insights is a premium add-on to the standard CloudCall Insights dashboard, powered by the AI Companion (C3). It requires C3 to be enabled on your account. If you don't see the features described in this article, contact your CloudCall account team to enable it.
What's new vs. the standard dashboard
If your team has used the standard Insights dashboard, C3 Insights will feel familiar: the KPI cards, team filter and live stats are all still there. Here's what the AI Companion adds on top:
| Capability | Standard Insights | C3 Insights (Premium) |
|---|---|---|
| Ask AI Companion (natural-language Q&A) | — | Included |
| Sentiment KPI and trend tracking | — | Included |
| Top Topics detection | — | Included |
| AI-generated Contact Call Plan (Top / At Risk / On Track) | — | Included |
| Per-call sentiment and topic tagging | — | Included |
| Customizable dashboard sections | Included | Included |
| Live agent status and coaching (Monitor / Whisper / Barge) | Included | Included |
| KPI strip, Activity log, Call recordings | Included | Included |
C3 Insights Today view (main dashboard): the KPI strip with Sentiment, the Ask AI Companion panel, Top Topics, Sentiment breakdown, Team Performance, and User Live Stats.
Who this guide is for
This guide is for Customer Team supervisors with the AI Companion (C3) add-on enabled on their account. It assumes you can already log in to CloudCall and have at least one team assigned to you. Agent-level (non-supervisory) users will not see the same navigation options described here.
Features and functions
This section walks through each area of the C3 Insights dashboard. Sections carried over from the standard dashboard (KPI strip, live agent status, coaching) are covered briefly. The AI-powered sections (Ask AI Companion, Contact Call Plan, Top Topics and Sentiment) are covered in more depth, since they're what sets C3 Insights apart.
Customizing your dashboard
C3 Insights lets each supervisor choose which sections appear on their dashboard. Click the settings (gear) icon in the top-right of the dashboard to open Customize Dashboard, then check or uncheck any of the following sections:
| Section | What it does |
|---|---|
| KPI strip | Calls, talk time, AHT, wait time, sentiment, and messages. |
| Companion | The Ask AI Companion panel: templated prompts and their generated responses. |
| Top Topics | Most frequent call topics for the selected period. |
| Sentiment | Sentiment over time and the positive / neutral / negative split. |
| User performance grid | Per-agent cards with call stats and sentiment. |
| User live stats | Live on-call, available, and offline agents in the right-hand column. |
Your layout applies to your current session only. Nothing is deleted or hidden for other supervisors, and your default view returns the next time you log in.
Customize Dashboard panel with the Select all checkbox and individual toggles for each section.
KPI strip
The KPI strip includes six headline metrics, each compared against the prior period (yesterday for Today, or week-over-week for 7 day):
| Metric | What it shows |
|---|---|
| Total Calls | Count of all inbound and outbound calls in the selected period. |
| Total Talk Time | Combined duration of all connected calls. |
| Avg Handle Time (AHT) | Average total time an agent spends on a call, including after-call work. |
| Avg Wait Time (AWT) | Average time a caller waits before being connected to an agent. |
| Sentiment | AI-scored average sentiment across analyzed calls in the period. |
| Total Messages | Count of SMS messages sent and received across the team. |
Ask AI Companion
The centerpiece of C3 Insights is the Ask AI Companion panel: a natural-language search bar that answers questions across your team's calls, contacts, sentiment and pipeline, with no report-building required. It runs live (shown by the Live badge) and returns a ranked, explained answer, typically in a few seconds.
You can choose from ready-made templates, split into two groups:
| Feature | What it does |
|---|---|
| Team Wide Insights | One-click templates covering the whole team: Contact Call Plan (30d), Sentiment Trends (24h), Key Topic Trends (7d), and Weekly Team Pulse (4w). |
| Targeted Insights | Focused prompts for a specific agent or comparison: Daily Agent Debrief (pick one agent, last 24 hours) and Cohort Comparison (search and compare specific agents). |
When you run a template, AI Companion first shows its ranking logic in a status line (for example, how many contacts and agents it is ranking, the ranking method such as recency + volume, and how long it took). It then returns a Summary card with the plain-language answer, followed by the underlying data.
Ask AI Companion panel showing a question, the ranking status line, and the generated Summary card with supporting Contact Call Plan data below it.
Contact Call Plan
The Contact Call Plan is AI Companion's flagship output. It automatically groups your contacts into Top Plans, At Risk, and On Track based on recency and volume of contact, so you know where to focus without building a report.
| Group | What it means |
|---|---|
| Top Plans | Contacts ranked highest by AI Companion's recency + volume model for the selected period. |
| At Risk | Contacts needing immediate action, for example an account that has gone quiet or shows declining sentiment. |
| On Track | Contacts progressing well against expected cadence. |
A Why these panel explains the ranking criteria in plain language, so the logic behind the list is never a black box. From there, Drill deeper into these results lets you switch between two views:
| View | What it shows |
|---|---|
| By agent | Rolls the call plan up per agent, with total calls and average sentiment, and quick filters for All / Top / Coach / At Risk agents. |
| Call details | Every individual call behind the plan, each row tagged with AI-generated Sentiment and Topics (for example, "contract renewal", "C3 AI feature", "IVR"). |
Contact Call Plan, Call details drill-down: 7 day view showing Top Plans / At Risk / On Track counts, the Why these explanation, and the Call details table with per-call Sentiment and Topics tags.
Contact Call Plan, By agent drill-down: the All / Top / Coach / At Risk filter chips and an agent row with call count and average sentiment.
Top Topics and Sentiment
Two supporting panels add context to the numbers above:
| Panel | What it shows |
|---|---|
| Top Topics | The most frequent subjects raised across calls in the selected period, generated automatically from call content. No manual tagging required. |
| Sentiment | A breakdown of Positive / Neutral / Negative sentiment across analyzed calls for the period, so you can see whether conversations are trending in the right direction. |
Team / User Performance
Team Performance shows a card for each active agent with their call count, sentiment and AHT for the period. This is the same per-agent visibility as the standard dashboard, now with sentiment included.
Each agent card includes:
| Element | What it shows |
|---|---|
| Agent identity | Avatar (or initials), name, role, and live availability indicator. |
| Status badge | A color-coded label, for example AT RISK, showing which band the agent's current AI-scored sentiment falls into (see Sentiment bands below). |
| Stats row | Calls, Sentiment (%), and AHT for the selected period. |
| Progress bar | A visual indicator beneath the stats reflecting the agent's standing within their band. |
Team Performance agent card showing avatar, name, role, an AT RISK status badge, and the Calls / Sentiment / AHT stats row with progress bar.
Sentiment bands
Every agent's sentiment score maps to one of three bands, and that band drives the badge shown on their Team Performance card:
| Status | Condition | Meaning |
|---|---|---|
| At Risk | Average sentiment below 60, or average plan coverage below 40 | Manager review recommended. |
| Needs Attention / COACH | Average sentiment below 72, or average plan coverage below 70 | Review for coachable moments. |
| On Track / TOP | Average sentiment 72 or above | Normal, no action needed. |
Because these bands drive the badges on Team Performance and use the same sentiment scoring as the Contact Call Plan, you can move from "who's flagged AT RISK on my team" straight into coaching them with Monitor, Whisper or Barge on their next live call, without leaving the dashboard.
User Live Stats
The User Live Stats panel gives a real-time headcount of agent status (On Call, Available and Offline) plus a live list of who is currently on a call, who they're speaking with, and how long the call has been running. Use the Filter by users control to narrow this to specific agents.
Live call coaching (Monitor / Whisper / Barge)
From User Live Stats, click an agent who is currently On Call to open a live coaching panel for that call. It shows the agent's name, team and status, a running call timer, and the contact, number and call type they're connected to. Three coaching actions are available directly from this panel:
| Feature | What it does |
|---|---|
| Monitor | Listen in on the live call silently. Neither the agent nor the caller can hear you. Useful for quality checks and passive call observation. |
| Whisper | Speak privately to the agent while the call continues. The agent hears your guidance in real time; the caller does not. Useful for coaching an agent through a difficult call as it happens. |
| Barge | Join the call directly as a third party. Both the agent and the caller can hear you, similar to a three-way call. Use this when you need to step in and address the customer yourself. |
These options give you an escalating level of involvement, from silent observation (Monitor) to private guidance (Whisper) to direct intervention (Barge), without disconnecting the agent's call. Pair this with the Contact Call Plan's At Risk and Coach filters to jump straight into the calls that need your attention most.
Live call coaching panel opened from User Live Stats, showing the call timer, contact / number / call type, and the Monitor, Whisper and Barge buttons.
How to use and navigate
Step-by-step instructions for the most common supervisor tasks in C3 Insights.
Customize your dashboard layout
- Click the settings (gear) icon in the top-right of the dashboard.
- In Customize Dashboard, check or uncheck sections (KPI strip, Companion, Top Topics, Sentiment, User performance grid, User live stats) to match what you want to see.
- Click Save. Your layout applies for this session.
Open the dashboard and set your view
- Log in to CloudCall and select Insights from the left-hand navigation menu.
- Use the Live / Today / 7 day tabs to set the time window, and the Team dropdown to scope to a specific team or All Teams.
Ask AI Companion a question
- Choose a Team Wide Insights template (Contact Call Plan, Sentiment Trends, Key Topic Trends, Weekly Team Pulse) for a quick team-level answer, or a Targeted Insights option (Daily Agent Debrief, Cohort Comparison) for a specific agent or comparison.
- Review the ranking status line, then read the generated Summary.
- Scroll down for the underlying data behind the answer.
Review your Contact Call Plan
- Check the Top Plans, At Risk, and On Track counts to see where your contacts currently stand.
- Open Why these for a plain-language explanation of how contacts were ranked.
- Use Drill deeper into these results and switch between By agent (rolled-up view, with All / Top / Coach / At Risk filters) and Call details (every call, tagged with Sentiment and Topics).
Monitor sentiment and topics
- Check the Sentiment panel for the current Positive / Neutral / Negative split.
- Check Top Topics to see what's coming up most often in conversations this period.
Monitor live agent status
- Review User Live Stats for On Call, Available and Offline counts.
- Use Filter by users if you only need to watch a subset of your team.
Coach a live call
- In User Live Stats, find an agent whose status is On Call.
- Click that agent to open the live coaching panel for their current call.
- Choose Monitor to listen in silently, Whisper to speak privately to the agent without the caller hearing, or Barge to join the call and speak with both parties.
- Close the panel at any time to return to the standard Live view. This does not end the agent's call.
Investigate a specific call
- From a Contact Call Plan's Call details view (or the standard Activity log), click a row to open Call Details.
- Review the AI-generated Sentiment score and Topics tags for context before listening.
- Play the call recording if you need to review what happened, or use View Summary / View Transcription for an AI-generated recap.
A simple daily routine for supervisors
A lightweight way to use C3 Insights day-to-day:
- Morning: run the Contact Call Plan template (or check Top Topics / Sentiment Trends) to see what needs attention before the day starts.
- Throughout the day: keep User Live Stats open to watch for coverage gaps, and use Monitor, Whisper or Barge to coach agents on live calls flagged as At Risk or Coach.
- End of day / weekly: ask AI Companion for a Weekly Team Pulse or Sentiment Trends, then drop into Call details to review specific conversations for coaching.
Comments
0 comments
Please sign in to leave a comment.