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The dashboard aggregates what your agent has been doing. Use it to notice that something changed; use transcripts to work out why.

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What’s tracked

Total calls, completed calls, average duration, and total cost — with a daily breakdown so you can see the shape of your week.Filter by date range, and by location if you run more than one.
SMS conversation and message counts. Conversations are the number that matters for billing; messages tell you how long exchanges run.
Counts of agents, phone numbers, and knowledge bases in your workspace. Useful mostly as a sanity check that something you set up actually exists.

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The numbers worth acting on

Most dashboard metrics are descriptive. These four change what you do:
Look at trend, not absolute value. “Average duration is 2m40s” tells you nothing on its own. “Average duration halved on Tuesday” tells you to go read Tuesday’s transcripts.

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Numbers tell you where; transcripts tell you why

This is the whole workflow:
1

Spot a change in the aggregate

A rate moved. That’s the signal, not the answer.
2

Filter call logs to that window

Same date range, same category — failed calls, transfers, short calls.
3

Read five transcripts

Five is almost always enough to see the pattern. Ten is rarely more informative.
4

Fix the underlying input and re-test

Then watch the metric over the following week to confirm it moved.

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Cost

Per-call cost lets you sanity-check spend against your plan. It isn’t the same as your invoice — billing runs on included allowances and overage rates. See Plans and Usage & overages for what you’ll actually pay.

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Over the API

Call analytics are available programmatically if you want them in your own reporting:
Requires the analytics:read permission — see Authentication and the Calls API.
For live counting rather than periodic pulls, subscribe to call.ended via webhooks and aggregate on your side. It’s faster and costs no API requests.