Boards

Boards are custom dashboards for reporting questions that Agent Analytics does not answer out of the box. You write SQL (or describe the query in plain language), chart the result, and share a board that your team can filter without editing the underlying query.

Boards live under Monitor → Boards.

Boards are an enterprise offering.

A board with filter chips and widgets for daily calls, a KPI number, and calls by language. — Boards

Build your first board

Create the board

Name it something your team will recognize, for example Campaign Overview. See Create a board.

Parameterize with filters

Add tokens such as {{start_date}} or {{agent_id}} to the query, then set default values so the board shows data as soon as it opens. See Filters.

What’s on a board

Piece	Role
Tabs	Group widgets into pages (Create → Tab)
Widgets	One query and one visualization, which you can drag and resize on the grid
Filters	Board-level `{{tokens}}` that operators can change without editing SQL
Alerts	Optional notifications when a saved widget returns results on a schedule

Boards vs Agent Analytics

Use	When
Agent Analytics	You need standard connect, engagement, and call-level investigation, which is already built
Boards	You need a custom metric, a stakeholder view, or a chart that is not on the fixed tabs

Every widget is powered by a SQL query. For dialect guidance, schema browsing, guardrails, and AI generation, see SQL best practices.

Create a board

Set up the board name, tabs, layout, and board actions.

Create a widget

Write a query, run it, choose a visualization, and save.

Filters

Parameterize boards with {{tokens}}, types, chips, and defaults.

SQL best practices

Write safer queries and use AI generation effectively.