Managed dashboards

Dashboards that PolyAI builds and maintains for your organisation.

Managed dashboards are dashboards that PolyAI builds and maintains for your organisation.

Find them in Agent Studio under Analyze > Dashboards.

Use a managed dashboard when you need reporting that goes beyond what you build yourself. To build and edit dashboards without PolyAI, see Self-serve dashboards.

Managed or self-serve?

	Managed dashboards	Self-serve dashboards
Where	Analyze > Dashboards	Analyze > Analytics
Who builds it	PolyAI, with your team. Your team can also build them if you enable QuickSight Authoring.	You, or Wren
How you change it	Request a change from your account manager, or use QuickSight Authoring	Edit it yourself at any time
Best for	Bespoke KPIs, complex data joins, board reporting	Day-to-day metrics and fast iteration

Both types are embedded in Agent Studio. You do not need a separate login or an external tool.

Find your dashboards

1. In the left menu, select Dashboards under ANALYZE.
2. Select the dashboard you want to open.

Each dashboard appears as a card with its name. Cards that PolyAI builds and maintains are marked View only · by PolyAI.

If your project has no dashboards yet, the page shows No dashboards configured. Contact your PolyAI team to set them up.

What a managed dashboard includes

A managed dashboard can track any combination of metrics relevant to your use case. Common examples include:

Metric	Description
Containment rate	Percentage of queries resolved by the agent without escalation or handoff
Booking performance	Success rates, conversion funnels, and failure reasons for booking interactions
Call resolution breakdown	Categorized call outcomes (resolved, transferred, abandoned) with drill-down capability
Call flows and outcomes	Visual maps of customer journeys showing which paths lead to successful resolution
Revenue impact	Bookings completed, upsells, or payments processed by the agent
Custom function metrics	Performance data from your specific functions and integrations

Managed dashboards run on Amazon Quick (formerly Amazon QuickSight). PolyAI manages that connection for you.

How to get a managed dashboard

Managed dashboards are available to enterprise customers.

1. Contact your PolyAI account manager.
2. Agree the metrics and KPIs you need.
3. PolyAI designs and builds the dashboard.
4. Review the dashboard in your Sandbox environment.
5. PolyAI deploys it for your team.

Advanced settings

Select Advanced settings to see the dashboard connection for your project. PolyAI configures this during setup, so most teams never need to open it. It is where a dashboard gets linked, given a URL name, and scoped to a single project.

If a dashboard fails to load, the page reports one of two problems:

• The dashboard is not available on Amazon Quick. Check that it still exists.
• The dashboard filters are configured incorrectly on Amazon Quick.

Contact your PolyAI team if you see either message.

QuickSight Authoring

QuickSight Authoring lets your team create and edit QuickSight dashboards directly. Use it when you want to change a managed dashboard without a request to your account manager.

Two conditions apply:

• QuickSight Authoring is available on demand to enterprise customers. To enable it, contact PolyAI.
• Only users with admin permissions can use it. If you do not have admin permissions, you do not see the tab.

To open it:

1. In the left menu, select Dashboards under ANALYZE.
2. Select Advanced settings.
3. Select the QuickSight Authoring tab.

Related pages

Self-serve dashboards

Dashboards you build yourself, under Analyze > Analytics.

Custom metrics

Define the metrics that power dashboard widgets.

Analyze conversations

Ask Wren about your conversation data in natural language for ad-hoc analysis.