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The Dashboard is your control center for monitoring activity and performance across Hatch. It gives you real-time visibility into how your AI and human agents are performing across workspaces and organizations. Dashboard

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Getting there

Go to Dashboard in the left-hand sidebar.

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The two tables

The Dashboard lists every agent in your organization across two tables:
  • AI Agents — your Voice and Text AI agents, with AI-specific measures such as Bookable to Booked and Containment.
  • Human Agents — your CSRs, split into Voice and Text columns since a CSR may work both channels.
See CSR and Agents Table for what every column means and how each metric is calculated.

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What you can do

  • See which of your AI agents are currently turned on or off.
  • Track how many conversations each agent is handling, and how much of it is landing.
  • Filter by organization, workspace, or time period, or jump to a specific agent.
  • Open the Voice AI Scorecard for a single Voice AI agent, using the Scorecard button.
  • Click into any agent to view the specific conversations they have had.
Everything on the page updates in real time, so you can monitor performance as conversations happen.

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Going deeper

The Dashboard tells you how much and how often. When you need to know why:
  • Open the Voice AI Scorecard for booking performance, not booked reasons, handling, and call categories on a single agent.
  • Click through to the Conversations page to read the individual conversations behind any number.