Dashboard Overview
When you log in, you'll land on your dashboard home screen. This provides a snapshot of your most important metrics at a glance.
Key Metrics Cards
The top of your dashboard displays your primary performance indicators.
147
Total Calls This Month
↑ 23% vs last month
42
New Leads Captured
↑ 15% vs last month
38
Appointments Booked
↑ 8% vs last month
2:45
Avg Call Duration
— Same as last month
Each metric card shows the current value, a label, and the change compared to the previous period. Click any card to see detailed breakdowns.
Call Analytics
The Call Analytics section provides deep insights into your call volume, patterns, and outcomes.
Call Volume Over Time
This chart shows your call volume by day, week, or month. Use it to identify trends and patterns in when customers are calling.
Daily view: See call volume for each day in the selected range
Weekly view: Compare week-over-week performance
Monthly view: Track long-term trends
You can filter by date range using the date picker in the top right corner of the chart.
Call Distribution by Hour
This heatmap shows when calls come in throughout the day. Each cell represents an hour, with darker colors indicating higher call volume.
Why This Matters
Understanding your peak call times helps you plan staffing (if you have team members handling transfers), optimize your agent's responses for different times of day, and ensure coverage during high-volume periods.
Call Outcomes
Every call results in one of several outcomes. This breakdown shows how calls are being resolved.
Outcome | What It Means |
|---|---|
Completed | Call ended successfully with the caller's need addressed |
Appointment Booked | Caller scheduled an appointment during the call |
Lead Captured | New lead information was collected |
Transferred | Call was transferred to a human team member |
Message Taken | Caller left a message for callback |
Voicemail | Caller left a voicemail |
Abandoned | Caller hung up before conversation completed |
Call Duration Analysis
Track how long calls typically last. This section shows average duration overall and broken down by call outcome.
Shorter calls that still achieve good outcomes (appointments booked, leads captured) indicate an efficient agent. If call durations are increasing without corresponding improvements in outcomes, it may be time to review your agent's prompts and knowledge base.
Lead Analytics
Track how effectively your agent captures and qualifies leads.
Lead Capture Rate
The percentage of calls that result in a new lead being captured. This is calculated as:
Lead Capture Rate = (New Leads Captured ÷ Total Calls) × 100
Example: 42 leads from 147 calls = 28.6% capture rate
A healthy lead capture rate varies by industry and call type. Businesses focused on new customer acquisition typically aim for 20-40% capture rates.
Lead Sources
See where your leads are coming from across your different channels.
Phone calls: Leads from inbound voice calls
Voice widget: Leads from website voice conversations
Chat widget: Leads from website chat conversations
Video bubble: Leads captured after video widget engagement
This breakdown helps you understand which channels are performing best so you can optimize your presence accordingly.
Lead Quality Indicators
Not all leads are equal. Hello Gubby tracks indicators that help you understand lead quality.
Information completeness: How much contact information was captured (phone, email, address)
Intent signals: Urgency language, specific service requests, timeline mentions
Conversation depth: How engaged the lead was in the conversation
Appointment Analytics
If your agent books appointments, this section tracks booking performance.
Booking Rate
The percentage of calls that result in a booked appointment. Calculated similarly to lead capture rate.
Appointment Types
If you've configured multiple appointment types (consultation, service visit, follow-up), see the breakdown of what's being booked.
Booking Patterns
See which days and times are most commonly booked. This helps with scheduling staff and managing capacity.
No-Show Tracking
If you've integrated your calendar, track appointments that resulted in no-shows. Combined with Hello Gubby's reminder features, you can work to reduce no-show rates over time.
Channel Performance
Compare performance across your different customer touchpoints.
Channel Comparison
Channel | Conversations | Lead Rate | Booking Rate |
|---|---|---|---|
Phone Calls | 98 | 32% | 28% |
Voice Widget | 31 | 35% | 22% |
Chat Widget | 18 | 44% | 33% |
Video Bubble | 12 | 50% | 25% |
Use this comparison to understand which channels deliver the best results for your business.
Conversation History
Access detailed records of every conversation your agent has handled.
Viewing Conversations
Click on any conversation to see the full details including caller information, call duration, the complete transcript, any captured data, outcome, and call recording (if enabled).
Filtering and Search
Use filters to find specific conversations.
Date range: Find conversations from specific time periods
Outcome: Filter by appointment booked, lead captured, transferred, etc.
Channel: Show only phone calls, widget conversations, etc.
Duration: Find short or long calls
Search: Search transcripts for specific words or phrases
Call Recordings and Transcripts
If call recording is enabled, you can play back any conversation directly from the dashboard. Every call also includes a full transcript that you can read or search.
Tip
Review transcripts of calls where appointments weren't booked or leads weren't captured. This helps identify areas where your agent's knowledge base or prompts could be improved.
Usage and Minutes
Track your plan usage to ensure you stay within your limits and identify when it might be time to upgrade.
Minutes Used
See your current minute usage against your plan allocation. The dashboard shows minutes used this billing period and a projection of where you'll end up based on current usage patterns.
Usage Trends
A chart shows your usage over time. This helps you spot trends and predict future needs.
Usage Alerts
Hello Gubby will alert you as you approach your plan limits. You can configure threshold alerts at 50%, 75%, and 90% of your allocation.
Exporting Data and Reports
Export your data for further analysis or record-keeping.
Quick Exports
From any dashboard section, click the export icon to download that data as CSV or PDF.
Scheduled Reports
Set up automated reports delivered to your email on a schedule.
Daily summary: Overview of yesterday's activity
Weekly report: Week's performance with trends
Monthly report: Full month analysis with comparisons
To set up scheduled reports, go to Settings then Reports and configure your delivery preferences.
Custom Report Builder
Create custom reports by selecting the metrics, date ranges, and groupings that matter to your business. Save custom reports to run again later.
ROI Calculator
The built-in ROI calculator helps you understand the value Hello Gubby delivers to your business.
How It Works
Enter your average deal value and the calculator estimates your return based on actual leads captured and appointments booked.
Example Calculation:
Average deal value: $500
Leads captured this month: 42
Estimated close rate: 25%
Estimated revenue from leads: $5,250
Monthly Hello Gubby cost: [your plan cost]
Estimated ROI: [calculated return]
Understanding Your Metrics
Here's guidance on what constitutes good performance for key metrics.
Benchmarks by Industry
Metric | Typical Range | Notes |
|---|---|---|
Lead Capture Rate | 20-40% | Higher for service businesses, lower for information requests |
Booking Rate | 15-35% | Varies significantly by industry and call type |
Avg Call Duration | 2-4 minutes | Longer isn't always better; efficiency matters |
Transfer Rate | 5-15% | Lower is generally better; indicates agent handles most calls |
Abandon Rate | Under 5% | High rates may indicate greeting or response issues |
Note
These benchmarks are general guidelines. Your specific numbers will depend on your industry, the types of calls you receive, and your business goals. Focus on improving your own metrics over time rather than comparing to averages.
Taking Action on Your Data
Analytics are only valuable if they lead to improvement. Here's how to use your data.
Weekly Review Checklist
Review call volume trends and identify any unusual patterns
Check lead capture and booking rates against previous weeks
Read transcripts from calls that didn't convert to identify improvement areas
Verify your usage is on track with your plan
Update your knowledge base if you notice repeated questions being missed
Monthly Deep Dive
Compare month-over-month performance across all metrics
Calculate your ROI and assess value received
Review channel performance and adjust your strategy
Identify your peak hours and ensure coverage is adequate
Export data for your business records
Need Help?
If you'd like guidance on interpreting your analytics or recommendations for improving your metrics, our support team can review your data and provide personalized suggestions.
