The live dashboard in admin.vocatech.com shows what your phone system is doing right now. Active calls. Who is talking. Which queues are full. It is a real-time view, not a delayed log.
Every call also has a journey. The journey is the complete path of that single call, segment by segment, from the moment it rang to the moment it ended. That is where you see routing, hold time, ring time, the recording, and the AI summary.
Live calls tile
The live calls tile is the top of the dashboard. It shows every call currently on the system. Inbound, outbound, internal. Each active call is one row. You see who is on it, how long it has been going, and which queue or hunt group routed it.
The view updates automatically over server-sent events. No refresh button. As soon as BroadWorks fires a call event, the dashboard reflects it.
Statistics tiles
Below the live view are the statistics tiles. Totals over your chosen time window. Incoming, outgoing, missed, unreturned, average handle time, and more than forty other metrics.
- Time windows from today to the last 90 days
- Per-user, per-queue, and company-wide scopes
- Tiles can be toggled on or off per administrator
Volume charts
Charts sit under the tiles. They show call volume over time. Hour by hour for today, day by day for longer windows. Spot the busy periods and the quiet ones. See which days a queue is about to run hot so you can staff for it.
Each chart is clickable. Click into a bar and the call log below filters to that period. No cross-referencing timestamps.
Reading a journey
Every call in the log opens a journey. The journey is a vertical sequence of segments. Each segment represents a step the call took.
A typical inbound call journey looks like this: segment one is the main auto attendant, segment two is the key press that sent the call to a hunt group, segment three is the agent who answered. Each segment shows ring time, talk time, hold time, and the device involved.
The journey is one of the features customers tell us they cannot go back from. Once you can see every segment of a call, the old idea of a flat call log feels blind.
User view vs full view
The journey has two levels. Single click on a call opens the user view. You see the call from one person's perspective. Only the segments that involved them.
Double click opens the full journey. Every segment. Every routing decision. Every transfer. Useful when a call bounced between four people before ending up in voicemail and you need to understand why.
Recording and AI
If recording is enabled on the extension, the journey shows an inline audio player. Press play and the call plays right there. No download. No separate window.
Next to the player is the AI summary. Three to five sentences covering what the call was about and what happened. Below that is the full transcription. See AI call summaries for how these are generated.