Unified Conversation Dashboards

Voice, chat, WhatsApp, and video, in one view.

Most companies have voice analytics in one tool, chat analytics in another, WhatsApp analytics in a third, and no way to compare them. EnableX unified dashboards put every conversation channel in one view. Filter by channel, vertical, intent, sentiment, agent. Drill into any conversation to see the transcript, the sentiment trajectory, the intent classification, the outcome. The single source of truth for everything that happened in conversation.

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One dataset: unified voice + chat + video + handoff analytics on one platform
All channels one unified view
Historical and real-time views
Drill-down to every conversation
Real-time live conversation stream

What sets it apart

Every channel, one view

Voice, web chat, WhatsApp, RCS, Messenger, Instagram, video, human handoff. All in one dashboard. Filter, sort, compare across channels.

Drill to any conversation

Click any data point, see the full conversation. Transcript, sentiment trajectory, intent classification, agent actions, outcome. Audit-grade visibility.

Real-time + historical

Real-time stream of conversations as they happen. Historical analysis with extended retention available. Per-customer and per-agent trends.

How it works

Daily / weekly / monthly conversation volume by channel. Channel mix trend (e.g., WhatsApp share growing vs voice). Spike detection. Comparison to historical baseline.

  • Volume by channel (voice / chat / WhatsApp / RCS / video)
  • Channel mix trend over time
  • Spike detection + alerting
  • Compare current vs historical baseline

Click any data point, see the full conversation. Customer profile, transcript, sentiment trajectory per turn, intent classification, agent actions, outcome (resolved / escalated / abandoned).

  • Full conversation transcript
  • Sentiment trajectory
  • Intent classification per turn
  • Agent actions log
  • Outcome tagging

First-call resolution rate. Bot containment %. Handoff rate to human. CSAT score per conversation. NPS. Compliance flag rate (regulated industries).

  • First-call resolution rate
  • Bot containment rate
  • Handoff rate (chat / voice / video)
  • CSAT + NPS scoring
  • Compliance flag rate

Pre-built views for execs (high-level KPIs), CX managers (per-agent quality), product (intent and drop-off), compliance (regulated-flag rate). Custom dashboards per role with drag-drop.

  • Exec / CX / product / compliance presets
  • Drag-drop custom dashboards
  • Schedule + export to PDF / email
  • Real-time alerts on threshold breach
  • Embeddable in your BI

How each team uses the unified dashboard

Six teams, six views. Same dashboard, different lenses, built once, served per role.

Executive Team

High-level KPIs at a glance

Volume, CSAT, containment, and cost-per-resolution across every channel: the single number every leadership review opens with.

Conversation intelligence
CX Manager

Per-agent quality, auto-scored

Auto-scored agent quality across voice and chat. Coaching candidates surfaced. Top performers and outliers ranked.

Conversation intelligence
Product Team

Intent classification and drop-off

Where customers ask the bot questions it can’t answer. KB gaps surfaced. Flow drop-off points pinpointed.

Conversation analytics
Sales Leadership

Win-loss signals from every call

What sales conversations win vs lose. Objection patterns, talk-time ratios, close-rate by rep and by deal stage.

Conversation intelligence
Compliance & Risk

Regulated-conversation flag rate

PII redaction rate, compliance disclosure rate, audit-grade conversation logs, for regulator and internal audits.

Conversation intelligence
Operations

SLA & handoff queue health

SLA compliance per channel, handoff queue depth, agent availability: the live ops view that catches issues before customers do.

Conversation intelligence

Pair Unified Dashboards with the rest of Conversation Intelligence

Pillar

Conversation Intelligence

The full intelligence platform that powers every dashboard view.

Intelligence
Capability

Conversation Analytics

Drop-off, containment, flow analysis.

Analytics
Capability

Sentiment + Intent

Real-time scoring on every utterance.

Sentiment
Capability

BI Exports

Send dashboard data to your BI stack.

BI

FAQ: Unified Dashboards

Every conversation across every channel: voice (PSTN, SIP, WebRTC, WhatsApp Voice), web chat, WhatsApp, RCS, Messenger, Instagram, SMS, video, and human handoff. Both bot-handled and human-handled conversations appear in the same dashboard.

Yes. Click any chart data point or aggregate number, see filtered conversation list, click an individual conversation, see full transcript, sentiment trajectory, intent classification, agent actions, outcome. Audit-grade visibility for every data claim.

Standard retention on the cloud plan, with extended retention available for regulated-industry deployments. On-premise deployments retain as long as you configure.

Yes. EnableX BI Exports pushes dashboard data to BigQuery, Snowflake, Databricks, Looker, Power BI, Tableau, Sisense, Metabase. Real-time stream plus scheduled batch options.

Yes. Full dashboard runs on-premise alongside the rest of the EnableX stack. No data egress. Required for BFSI, government, and healthcare deployments under data-residency rules.

Cloud: instant; dashboards are part of the EnableX platform. Custom dashboards are built with drag and drop. On-premise: included in the on-premise deployment.

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