Use the Call Intelligence Dashboard tiles, filters, and exports to monitor call quality, spot trends, and decide where your team needs coaching or follow-up.
Before you start
Before you read the Pulse dashboard:
Open Pulse from the main menu and land on the Call Intelligence Dashboard
You need a Manager, Supervisor, or Admin role with Pulse access
Set Date Range first — all tiles and lists recalculate from your active filters
What this report shows
The Call Intelligence Dashboard shows call volume, calls that need attention, revenue-related opportunity signals, and breakdowns by issue type for the date range and filters you select. Use it to prioritize coaching, catch escalations early, and track performance by organization, team, agent, or campaign.
Definitions
The table below explains the main dashboard tiles and Pulse filter groups on the Call Intelligence Dashboard:
Tile / filter | Meaning | How to use it |
Total Calls | Count of calls assessed by Pulse in the selected date range and active filters | Baseline volume before you drill into issues |
Need Attention | Calls Pulse identifies as requiring follow-up (missed opportunity, escalation, missed call, and related signals) | Start here for daily priority review |
Est Revenue At Risk | Estimated service revenue at risk from missed appointment opportunities on analyzed calls | Quantifies potential impact before recovery follow-up |
Recovered | Estimated revenue Pulse attributes to successful missed-opportunity follow-up when new appointments get scheduled | Track recovery campaign effectiveness |
Most Important | Calls that fell into more than one Pulse bucket | Focus on the highest-overlap priority set |
Missed Opportunities | Calls where Pulse identified an opportunity that was not captured (opportunity status includes Missed) | Focus coaching on appointment-setting gaps |
Escalated Customers | Calls where the customer interaction indicates elevated dissatisfaction | Prioritize service recovery |
Agent Adherence Issues | Calls where Pulse detected process or behavior concerns | Target coaching on standards |
Flagged by Pulse | Calls with at least one Pulse flag triggered | Review specific quality issues |
Pulse Buckets | High-level categories: Escalated Customer, Missed Opportunity, Agent Adherence Issue, Flagged by Pulse | Filter by issue type, not a specific flag detail |
Pulse Flags | Specific flagged assessment reasons | Narrow to exact behaviors (for example disposition mismatch) |
Pulse Assessment | Overall result: Approved by Pulse or Flagged by Pulse | Simple good-vs-needs-attention filter |
Tracking line calls | Controls tracking-line inclusion: Included, Not Included, or Only | Isolate or exclude tracking-line traffic |
Call Topics | Conversation themes Pulse assigned (Sales, Service, Financing, and others) | Find calls by topic without listening first |
Call Topics Matching | Match any selected topic or Must match all selected topics when two or more topics are selected | Control how multiple topics combine |
Primary Topic | The single main theme Pulse treats as primary for the call (when enabled for your account) | Narrow to one dominant conversation theme |
How to read it
Use these steps to read the Call Intelligence Dashboard:
Open Filters and set Date Range.
Apply scope filters as needed under Entity Filters and Additional Filters: organizations, campaigns, campaign types, agents, teams, call direction, campaign direction type, campaign revenue type, tracking line calls, click to call, lead calls, and related options.
Use Quick Filters such as Customer Escalated Only, Missed Opportunity Only, or Suspicious Only (when enabled) for common Pulse outcome filters in one step.
Select Apply Filters. Dashboard tiles and the call list recalculate. Applied filters persist for your next visit to the dashboard.
Review Total Calls and Need Attention first to understand volume and priority load, then Est Revenue At Risk and Recovered for opportunity impact.
Select a summary tile (for example Missed Opportunities, Most Important, or Flagged by Pulse) to open the matching call list for drill-down review.
Select Export when you need a PDF of the current Call Intelligence Dashboard view to share outside Volie.
Limitations
The Pulse dashboard has these verified limits:
Totals and tiles recalculate whenever filters change — compare views only when date range and filters match.
Est Revenue At Risk and Recovered use organization averages and show-rate assumptions — treat them as guidance signals, not exact accounting.
Primary Topic, Suspicious Only, and Keywords-related controls may not appear on every account.
Phone-number search and duration-range filters are not confirmed as generally available on all accounts.
Common questions
Why do my dashboard numbers change when I switch filters?
The Call Intelligence Dashboard always recalculates totals and tiles from your active Date Range, organizations, teams, agents, campaigns, and Pulse filters. Change one filter and every tile updates to match.
What is the difference between Pulse Buckets and Pulse Flags?
Pulse Buckets are broad issue categories (escalated, missed opportunity, adherence, flagged). Pulse Flags are specific reasons a call was flagged. Use buckets to focus by issue type; use flags when you need exact assessment details.
What does Tracking line calls do?
Tracking line calls controls whether tracking-line calls appear in results: Included mixes them with all calls, Not Included removes them, and Only shows tracking-line calls alone.
Can I save filters for the next time I open Pulse?
Yes. When you select Apply Filters on the Call Intelligence Dashboard, Volie saves those filters as your default dashboard filters so you can return to the same view later. Use Save as Alert if you also want notifications for matching future calls.
Why do I see a Pulse enablement prompt instead of the dashboard?
Pulse is not enabled for your account yet. Contact your Volie contact to enable Pulse before managers can use the dashboard.
What to do next
After you read the Call Intelligence Dashboard, open priority calls from the tile drill-down list, create or adjust Pulse Alerts from Filters → Manage Alerts or Save as Alert, or select Export for a PDF leadership snapshot.
Related articles
How to set up Pulse for your organization
How to review calls analyzed by Pulse
Getting started with Pulse: capabilities overview