---
title: Dashboard & Reporting
slug: voice-for-teams/dashboard-and-reporting
icon: {"faIcon":"fa-solid fa-chart-bar"}
createdAt: 2026-03-06T19:50:44.043Z
---

As Unaric Voice for Teams stores call data as Salesforce **Task **records, this data can be used for building reports and custom dashboards. Built-in dashboards can help monitor agent performance, track call volumes, and identify trends in customer communication.

::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/oPeFMqF7mzws2nuRtWiHs_gemini-generated-image-29ql2c29ql2c29ql.jpeg" size="80" isUploading="false" width="3056" height="1376" darkWidth="3056" darkHeight="1376" alt="Unaric Voice for Teams dashboards" showCaption="false"}

:::hint{type="success"}
Dashboards are provided as an unmanaged package. After installing it, you can customize or extend them to your preference using standard Salesforce reporting tools.
:::

## How it works

Unaric Voice for Teams includes example dashboards that display call activity metrics in Salesforce. These dashboards provide a quick overview of call performance and operational trends.

Available dashboards include:

- **Total number of calls**
- **Call duration totals**
- **Answered vs. unanswered calls**
- **Call activity by queue**
- **Call activity by agent**

Clicking on a dashboard will take you to the report they are built from. There, you can find the individual records from which the dashboard pulls its data. 

## Key metrics

Several key metrics are commonly used to measure call performance.

| **Metric**                | **Description**                                                                                        |
| ------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Total Calls**           | The total number of calls handled within a specific time period, including inbound and outbound calls. |
| **Answered Calls**        | The number of calls successfully handled by agents.                                                    |
| **Missed Calls**          | Calls that were not answered by any agent.                                                             |
| **Call Duration**         | The amount of time an agent spends actively speaking with the caller.                                  |
| **Total Call Duration**   | The full duration of the call, including ringing time before it is answered.                           |
| **Average Call Duration** | The average time agents spend on calls.                                                                |
| **Calls per Queue**       | The number of calls received and handled by each call queue.                                           |
| **Agent Call Volume**     | The number of calls handled by each agent.                                                             |