As service businesses bring AI into their phone operations, the game shifts. It's no longer about whether AI can handle calls — it's about how well it performs alongside your human team, and whether you have the visibility to manage both.
Today, we’re introducing the Hatch Call Center Dashboard, powered by Metabase.
This new reporting experience gives you deeper historical visibility into call volume, booking rates, agent performance, and more — across both AI and human agents— so you can coach, compare, and optimize from a single view.
And this is just the beginning. Read on to learn more.
Hatch Voice AI handles your inbound calls — answering, qualifying, and booking around the clock. And with that comes reporting: the AI tab gives you visibility into call volume and dispositions so you can see what's happening across your voice operations.
As teams scale and voice becomes a bigger part of daily operations, the natural next question is: what else can I see? Booking rates, handle time, how AI and human agents compare side by side, trends over longer timeframes — the kind of insight that helps you coach, optimize, and make better decisions.
That's what the Contact Center Dashboard delivers.
The new dashboard consolidates AI and human call performance into a single historical reporting view so you can coach, compare, and optimize across your entire communication workforce.
Here’s what’s now available:
Analyze performance across custom timeframes, not just recent activity, with the ability to break down volume by:
This gives operators trend visibility, not just snapshots.
Understand how long calls take across AI and human agents, and where time is being spent, so you can identify:
For high-volume teams, this becomes a real operational lever.
For the first time, you can compare human CSRs and AI agents across the same metrics in the same reporting interface
This isn’t about replacement. It’s about managing a unified communication workforce with clarity.
Your dashboard shows organization-specific views, not cluttered aggregate demo data.You get:
No noise. Just usable insight.
As service businesses grow, consistency, coaching, and accountability are often the first three things that tend to break.Without unified reporting, teams stitch together data across tabs and systems. The Contact Center Dashboard eliminates that fragmentation.
It provides:
For SMB and mid-market teams, this improves conversion visibility. For multi-location and PE-backed brands, this supports standardization and governance at scale.
Voice AI is no longer experimental — it's infrastructure. And the Contact Center Dashboard is how we're making that infrastructure measurable, giving service businesses the visibility to scale revenue, not complexity, across voice, SMS, and email.
Think of this as foundational reporting — reliable, deep historical analysis that gives you a clear picture of your voice operations today. But it's also the groundwork for what's coming next: a more integrated, real-time AI analysis layer built directly into your workflow.
Why? Because clear reporting isn't a feature — it's how leaders protect margin, coach performance, and scale with confidence.
Non-Hatch customers, book a demo here!