Reports — Pipelines Dashboard
URL:
/ou/{orgId}/reports/pipelines
1. Date Picker & Filters
The date picker changes createdAtFrom/createdAtTo across all KPIs. Date defaults: see 05-Endpoints.
| Filter | Query Param | What it does |
|---|---|---|
| Period | createdAtFrom={ISO}&createdAtTo={ISO} | Time window for the data |
| Channel | channel={channelId} | Filters by a specific channel |
| Source | source={source} | Filters by lead source |
| Pipeline | pipeline={pipelineId} | Filters by a specific pipeline |
2. KPIs — What Each One Measures
Each card is clickable and opens /contacts with the applied filters.
2.1 Conversations
What it measures: Total conversations in the period, split into In progress (Open status) and Closed.
contacts?createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.conversations
| Sub-metric | Criteria |
|---|---|
| In progress | Status = "Open" — conversations that have not yet ended, including those the AI is still handling |
| Closed | Status = "Closed" — conversations already completed |
2.2 Contacts
What it measures: Number of unique contacts who had conversations in the period. Unlike Conversations (which counts each thread), this counts each person only once.
contacts?createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.contacts
2.3 Human Transfer Rate
What it measures: Percentage of conversations that were transferred to human support — both through escalation (the customer asked to speak with a person) and through qualification (the lead showed real interest and was passed along). Displayed as "X of Y conversations".
contacts?forwardedType=escalated,qualified&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.humanTransfer
2.4 Qualified
What it measures: A subset of human transfers — only the qualified ones (leads with real interest), excluding escalated ones. Shows how many leads truly have business potential.
contacts?forwardedType=qualified&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.qualified
2.5 Goal Achieved
What it measures: Conversations that reached the final stages of the pipeline — the goal of the conversation was met (e.g., sale closed, visit scheduled, contract signed). The stages considered a "goal" are defined by the pipeline configuration.
contacts?pipelineStage={stageIds}&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.goalAchieved
2.6 Automated Messages Sent
What it measures: The number of automated follow-ups triggered by the AI in the period, and how many of them received a reply from the lead ("Answered"). Measures the effectiveness of automated follow-up.
contacts?hasAutomatedMessage=1&createdAtFrom={ISO}&createdAtTo={ISO}&from=overview.followups
2.7 Conversations 24h
What it measures: Total conversations in the last 24 hours, split into Inbound and Outbound. This KPI ignores the date picker — it always shows the last 24h regardless of the selected period.
3. Conversation Funnel
Shows the complete lead journey in funnel format:
Total Conversations (100%)
│
├── Goal Achieved
│
├── Not Transferred (resolved by AI)
│
└── Human Transfer
│
├── Qualified (leads with potential)
│
└── Escalated (customer asked for a human)Display toggles:
| Mode | Description |
|---|---|
| Inbound + Outbound | Combined inbound + outbound view |
| Inbound | Inbound conversations only |
| Outbound | Outbound conversations only |
4. Conversations by Date
Time-series line chart showing the evolution of conversations over the selected period.
Toggles:
| Mode | What it shows |
|---|---|
| Conversations and human transfers | Conversation volume + handoffs |
| Traffic detail over time | Fine-grained traffic granularity |
| Automated messages | Automated follow-ups sent |
| Inbound & Outbound | Inbound vs outbound segmentation |
5. Distribution by Pipelines
What it measures: Total volume that flows through each pipeline and its stages. The same contact is counted once in each stage it passes through — this is a measure of volume, not unique contacts.
6. Traffic by Pipeline
Visualization of the flow of conversations between different pipelines, showing how leads move between support flows.
7. Empty State
All charts and KPIs show "No data for the selected period and filters" when there is no activity in the selected window.