Your dashboard
What each number means
Your dashboard shows the numbers that matter for your type of assistant. Here is what each one means and how Ledger works it out, in plain words.
The basics
- The period
The days you pick on the dashboard, in your workspace’s time zone. A conversation belongs to the day it started; a win to the day it happened.
- A conversation
Everything one customer and your assistant said in one session. With Twilio, one customer’s messages over 24 hours from their first message. With Vapi, one call. With the SDK, everything that shares a conversation id.
- A win
The result you picked in setup step 2: a booking, a resolution, a qualified lead, a payment or a meeting. A booking counts until it is cancelled, expired, refunded or failed. Any other win counts when it is marked won, or sent with no status; pending and cancelled ones do not.
- All-in cost
Everything your assistant cost in the period: its AI usage, the messaging fees (for example WhatsApp), the cost of Ledger reading your conversations, and the call costs your voice platform reports. Shown in your workspace currency. A currency with no fixed rate to the US dollar (for example EUR) shows “—” for costs for now.
- “—”
Not enough data to say. A rate needs at least 10 conversations (or 10 calls for call rates), so a single day never shows a misleading 100%. A cost needs at least one of what it divides by.
On every dashboard
Whatever your assistant does, these cards are there.
- Conversations
How many conversations your assistant had in the period. A conversation counts when it has at least one message from a customer and started in the period. Test conversations are left out.
- Answered in under 10 seconds
How often your assistant replied in under 10 seconds. Each time a customer writes (one message or several in a row), Ledger measures the wait from their first message to the assistant’s reply. This card is the share of those waits under 10 seconds. A reply from your team is not counted as the assistant’s. “Typical reply” is the middle wait: half were faster, half slower.
Shown from 10 conversations (the WhatsApp booking dashboard shows it from the first).
- All-in cost per conversation
What one conversation cost you, all in. The all-in cost of the period divided by the number of conversations.
- All-in cost per win
What one win cost you, all in. The card is named after your win: per booking, per payment, per meeting… The all-in cost of the period divided by your wins in the period.
Not shown when your dashboard already has the same card (cost per resolution, cost per lead).
- Sent to your team
How many times your assistant passed a conversation to a person, and why. Every hand-off in the period, with its share of conversations. The reasons appear in plain words; anything technical is grouped as “Other”.
The share is shown from 10 conversations (the WhatsApp booking dashboard shows it from the first).
- Unhappy customers
How many customers ended a conversation unhappy. Ledger reads each conversation and notes how the customer felt at the end. This card counts the unhappy ones, out of the conversations read, with the concern that came up most.
Shows “—” until conversations have been read.
- Top topic
What customers talk to your assistant about most. The most common topic among the conversations Ledger has read, with the next two below it.
Shows “—” until conversations have been read.
- Questions it could not answer
Conversations where your assistant could not answer the question. The conversations of the period that Ledger read and marked as not answered. The Fix list suggests an answer for each.
Shows “—” until conversations have been read.
WhatsApp booking
The WhatsApp booking dashboard leads with five cards: booked while you were closed, revenue booked, cost per booking, answered in under 10 seconds and sent to your team. Below them: revenue by day, the path from first message to paid, and why conversations went to your team. Mood, topics and unanswered questions are on its Conversations screen.
- Booked while you were closed
The bookings your assistant took while your business was closed, in money. A booking counts here when the customer message that led to it arrived outside your opening hours. Ledger uses the opening hours of the location, in your time zone.
Without opening hours on record, nothing is counted as closed. Add them in Settings.
- Revenue booked by your assistant
The value of the bookings your assistant made. The sum of the booking prices of every booking your assistant made in the period, by the day it was made. Cancelled, expired, refunded or failed bookings are left out. What is already paid is shown beside it.
- All-in cost per booking
What one booking cost you, all in, and that cost as a share of an average booking. The all-in cost of the period divided by the bookings your assistant made. The share compares it with the average booking value of the period.
Shown in AED. Phone call costs are not part of this card.
Phone receptionist
On top of the cards on every dashboard:
- Calls answered
The share of calls your assistant picked up. Answered calls (including the ones it then transferred) divided by all calls in the period.
Shown from 10 calls.
- Missed calls
Calls that did not get a conversation. Calls that were missed, that the caller hung up on before speaking, or that went to voicemail.
- Average call length
How long an answered call lasts, on average. The average length of the answered calls. The total time on the phone is shown below it.
- Calls transferred to your team
The share of answered calls your assistant transferred live to your team. Transferred calls divided by answered calls. A caller who leaves a message for a callback is not a transfer; both count in “Sent to your team”, which shows the split.
Shown from 10 answered calls.
- Cost per call minute
What one minute on the phone cost you. Your assistant’s AI usage plus the call costs your voice platform reports, divided by the minutes of every call.
This one leaves out messaging fees and the cost of Ledger reading conversations.
- Bookings from calls
Bookings that came out of a phone call. Bookings made in the period in a conversation that has a call. Cancelled, expired, refunded or failed bookings are left out.
- Calls answered while you were closed
Calls your assistant answered while you were closed. Answered calls that started outside the opening hours of every one of your locations.
The card appears once opening hours are set in Settings.
WhatsApp support and Website chat
On top of the cards on every dashboard:
- Resolved by your assistant
The share of conversations your assistant resolved. If you send resolutions (from the SDK), Ledger counts those, once per conversation. If you send none in the period, Ledger works it out: the conversation stayed with the assistant (no hand-off, no reply from your team), Ledger’s reading says the question was answered, and the same customer did not come back within 72 hours.
Shown from 10 conversations.
- Came back within 72 hours
Customers who came back within 72 hours. Conversations started by a customer who had already started one in the 72 hours before. Customers Ledger cannot recognise are not counted.
The share is shown from 10 conversations.
- First reply
How long a customer waits for the first answer. In each conversation, the wait from the customer’s first message to the assistant’s first reply. The card shows the middle wait: half were faster, half slower.
- All-in cost per resolution
What one resolved conversation cost you, all in. The all-in cost of the period divided by the resolutions.
Lead qualifier
On top of the cards on every dashboard:
- Leads qualified
How many enquiries your assistant qualified. The qualified leads you sent to Ledger as wins, in the period.
- Meetings booked
How many meetings your assistant booked. The meetings you sent to Ledger as wins, in the period.
- Qualification rate
The share of conversations that became a qualified lead. Qualified leads divided by conversations.
Shown from 10 conversations.
- All-in cost per lead
What one qualified lead cost you, all in. The all-in cost of the period divided by the qualified leads.
Internal assistant
On top of the cards on every dashboard:
- Questions answered
How many of your team’s questions the assistant answered. Each time someone asks (one message or several in a row) and the assistant replies, that is one answer.
- Handled without the team
The share of conversations handled without the team: nobody had to step in. Conversations with no hand-off and no reply from a person, divided by all conversations.
Shown from 10 conversations. Not the same as “Resolved without the team” on Conversations, which counts only the conversations that were also resolved.
- Time given back to your team
Time your team got back. Questions answered × 4 minutes, the time one answer is taken to save.
- All-in cost per answer
What one answer cost you, all in. The all-in cost of the period divided by the questions answered.
Pick or change your type in Settings → Workspace. Not connected yet? Start here.
Stuck? Message us and a person from 100x answers, usually the same day.
Message us