Welcome to the RBL Voice Bot Analytics Portal
This guide walks you through every feature of the portal — from logging in to reading AI call transcripts. No technical knowledge needed. Each section below is a simple step-by-step walkthrough.
Portal Overview
The RBL Gold Loan Voice Bot Portal is a real-time analytics dashboard that shows you how the AI voice calling system performed. It displays every call attempt, its result, the customer's response (disposition), and the full AI conversation transcript.
Performance KPIs
See total calls, connected calls, Promise-to-Pay counts and contactability rates at a glance.
Live Charts
Four interactive charts: Hourly Activity, Outcome Distribution, Disposition Breakdown, Success Rate by Attempt.
Smart Filtering
Filter by date range, call status, attempt number, and disposition to drill into any subset of data.
AI Transcripts
Click any connected call to read the full conversation between the AI bot and the customer, plus an AI-generated summary.
Privacy Protection
Phone numbers are masked by default. Use "Reveal MDNs" toggle to see full numbers when needed.
Admin Upload
Admin users can upload new Excel log files to replace or update the call dataset anytime.
Login & Access
The portal requires a username and password before any data is shown. There are two access levels — Admin and Client. Use the credentials provided below.
admin
ikontel@2026
rbl
rbl@2026
Open the Portal URL
Navigate to the portal link in your browser. You will be automatically redirected to the Login page if you are not already signed in.
Enter Your Username
Type your username in the Admin Username field. Use admin for Admin access or rbl for Client access. Press Tab or Enter to move to the password field.
Enter Your Password
Type the password in the Security Password field. Passwords are case-sensitive — type exactly as shown above.
Click "Sign In to Portal"
Click the blue button or press Enter. You will be taken to the main dashboard. A loading screen will appear while the 2,096 call records are prepared.
To Log Out
Click the Log Out button in the top-right navigation bar. You will be taken back to the Login page and no data will be visible until you sign in again.
KPI Metric Cards
The four cards at the top of the dashboard show the most important performance numbers at a glance. These update automatically whenever you change any filter.
| Card | What It Shows | Why It Matters |
|---|---|---|
| Total Dial Attempts | Total number of call records in the current filtered view. Includes all attempts (1 through 4) across all customers. | Tells you the total dialing volume for the period. |
| Connected Calls % Contactability |
Calls where the customer actually answered. The percentage below is the contactability rate = Connected ÷ Total Attempted. | Higher is better. Industry benchmark is typically 15–25% for collection bots. |
| Promise to Pay (PTP) % Intent Rate |
Number of connected calls where the customer agreed to pay (PTP), already paid, or acknowledged the debt. Percentage = PTP ÷ Connected. | Key conversion metric — shows how many live conversations resulted in a positive commitment. |
| Avg Talk Time | Average call duration in seconds for successfully connected calls. Shows N/A if duration data is not included in the uploaded log file. | Longer talk times indicate more meaningful conversations with customers. |
| Attempt Breakdown | Below the Total Dial card, a small inline text shows how many calls were on Attempt 1, 2, 3, and 4. | Helps understand retry distribution. Most connections typically happen on Attempt 1. |
Filter & Search
The filter toolbar lets you narrow down the data to exactly what you want to see. All KPI cards, charts, and the call table update instantly when you change a filter.
| Filter | How to Use | Example |
|---|---|---|
| Search Box | Type a mobile number (MDN) or account number. Partial matching is supported — type just the last 4 digits of a phone number. | Type 7965 to find all calls to numbers ending in 7965. |
| From / To Date | Pick a start and end date to see only calls from that period. Dates auto-populate to the full range of the dataset on load. | Set From: 05-Jun-2026 To: 05-Jun-2026 to see a single day. |
| All Outcomes | Dropdown to filter by call result: All / Connected Only / Failed Only. | Select Connected Only to see only successful calls. |
| All Attempts | Filter by which retry attempt the call was on (1 through 4). Each customer can be dialed up to 4 times. | Select Attempt 1 to see first-time dials only. |
| All Dispositions | Filter by the call outcome label (disposition). Populated dynamically from the dataset — only values present in the data appear here. | Select Customer Acknowledged to see all calls with that outcome. |
| Reset Button | Clears all filters back to their default state (full date range, all statuses, all attempts, all dispositions). | Click Reset after drilling down to return to the full view. |
Analytics Charts
Four interactive charts visualize the call data. All charts respond to your filters — changing a date or disposition filter instantly updates every chart.
Shows two area lines: Total Attempted (all calls placed) and Connected Calls (answered calls) plotted by hour and date. Useful to identify peak calling hours and best-performing time slots. Hover over any point to see exact numbers.
Breaks down all calls by their telecom result code. The center of the donut shows the total call count. Hover over a segment to see the count and percentage.
| Colour | Telecom Code | Meaning |
|---|---|---|
| ● Green | Code 0 | Call Connected Successfully |
| ● Amber | Code 16 | User Busy / Customer Hung Up |
| ● Red | Code 19 | No Answer / Alerted But Not Picked Up |
| ● Blue | Code 34 | Network Congestion / Phone Switched Off / Out of Coverage |
Shows only calls that were connected, grouped by the AI's recorded disposition (customer intent). The longest bar is the most common outcome. The top 8 dispositions are shown. Useful for understanding what customers are saying when they answer.
Shows what percentage of calls were successfully connected on each attempt number. Typically Attempt 1 has the highest rate. This chart helps evaluate whether retry strategies are effective — if Attempt 3 and 4 have very low success rates, the retry schedule may need adjustment.
Call Records Table
Below the charts is a paginated table of every individual call record. This is your raw data view — each row is one call attempt to one customer.
| Column | What It Shows |
|---|---|
| Mobile (MDN) | Customer's mobile number. Masked by default as +91 ******7965. Click Reveal MDNs to see the full number. |
| Account No | The masked Gold Loan account number, e.g. XXXX112X8802. Partially masked for security. |
| Dial Status | Connected = call was answered. Failed = call was not answered or rejected. |
| Attempt | Attempt 1 through Attempt 4 — shows which retry this was for the customer. |
| Duration | Talk time in seconds for connected calls. Shows — if duration was not captured in the log file. |
| Disposition | The customer's intent or call outcome as recorded by the AI. Only shows for connected calls. |
| Telecom Cause | The telecom error code. Code 0 = Success, Code 19 = No Answer, Code 16 = Busy, Code 34 = Network Issue. Hover over the badge to see the full description. |
| Dial Timestamp | The date and time when this call was placed, e.g. 05-Jun-2026 17:59. |
Reveal / Mask Phone Numbers (MDNs)
Click the "Reveal MDNs" button above the table to show full phone numbers. Click again (now labeled "Mask MDNs") to re-hide them. This is a privacy control — use Reveal only when you need to call a specific customer.
Rows per Page
Use the dropdown (10 / 25 / 50 / 100 rows) to control how many records appear per page. The pagination below shows which entries you're viewing and lets you jump between pages.
Click Any Row to Open Call Details
Click anywhere on a table row to open the Call Detail Drawer on the right side. This shows the full call timeline, all metrics, and — for connected calls — the complete AI conversation transcript.
Pagination
Use the page buttons at the bottom of the table to navigate. The text on the left shows the current range, e.g. "Showing 26 to 50 of 2,096 entries".
Call Detail Drawer
When you click a row in the table, a detailed panel slides in from the right. This is the most informative view in the portal — it shows the full story of a single call from start to finish.
Customer Header
Shows the masked (or revealed) phone number, account number, and a Connected or Failed status badge. The avatar circle is green for connected calls and red for failed ones.
Call Process Timeline
A visual step-by-step timeline showing exactly what happened during the call:
- Lead Queued — The call was added to the dialing queue
- Voice Bot Dialing — The bot placed Attempt #N to the customer
- Call Connected ✅ or Connection Failed ❌ — Result with reason code
- Disposition Captured — (Connected calls only) The intent the AI recorded
Call Log Metrics
Four data boxes showing: Dial Time, Talk Time, Attempt Count, and Telecom Code with its full description (e.g. "No Answer / Alerted But No Pick Up").
AI Voice Bot Dialogue Transcript
Only appears for connected calls that have transcription data. This section shows:
- AI Dialogue Summary — A one-paragraph AI-generated summary of the entire conversation
- Chat Bubbles — The full conversation, turn-by-turn, showing RBL BOT (Priya) and Customer messages
Closing the Drawer
Click the ✕ button in the top-right of the drawer, click anywhere on the dark overlay behind it, or press Escape on your keyboard to close.
Upload New Log File
Admin users can replace the existing dataset with a new Excel log file. This is how you update the portal with fresh call data after each dialing campaign.
admin. Client users will see an "Access Denied" message if they try to access it directly.Go to Upload Portal
Click "Upload Portal" in the top navigation bar (visible only when logged in as Admin). You will be taken to the file import page.
Prepare Your Excel File
Ensure your Excel file is in .xlsx or .xls format and follows the same column structure as the original log. Required columns: msisdn, record_at_queue, call_status, err_code, Attempt, MASKED_ACCT_NO, Disposition, summary, Transcription. Maximum file size: 25MB.
Drop or Browse File
Either drag and drop your Excel file onto the upload zone, or click the zone to open the file picker. The portal will only accept .xlsx and .xls files.
Wait for Import
A progress bar will show the import stages: Reading → Parsing → Normalizing → Saving. This takes a few seconds depending on file size. You will see a success summary with total records, connected/failed counts, and PTP count.
Return to Dashboard
Click "Go to Dashboard" or click the Dashboard link in the navigation. The new data will load automatically — all charts, KPIs and tables will reflect the freshly imported file.
Theme & Display Settings
The portal supports Dark Mode (default) and Light Mode. Your theme preference is saved in the browser — it persists even after closing the tab.
Click the ☀️ Sun / 🌙 Moon icon button in the top-right navigation bar. The entire portal — charts, cards, table, and drawer — switches theme instantly.
The Refresh Data button in the top information banner reloads all records from the browser's local database without requiring a page reload. Use this if you've just uploaded a new file from another tab and want to sync the current view.
Glossary of Terms
Quick reference for all technical and business terms used in the portal.
| Term | Definition |
|---|---|
| MDN | Mobile Dialing Number — the customer's mobile phone number used to place the call. |
| Attempt | The retry count for a specific customer. The system dials each customer up to 4 times before stopping. Attempt 1 = first try, Attempt 4 = last try. |
| call_status: succ | The call was successfully connected — the customer answered the phone. |
| call_status: fail | The call was not connected — the customer did not answer, was busy, or the network failed. |
| Disposition | The outcome or intent captured by the AI during a connected call. Examples: PTP (Promise to Pay), Already Paid, Customer Acknowledged, Not Interested, Callback Requested. |
| PTP | Promise to Pay — the customer verbally agreed to make a payment. This is the most valuable outcome. |
| Contactability Rate | Percentage of total calls that were successfully connected = (Connected ÷ Total Attempts) × 100. |
| Intent Conversion Rate | Percentage of connected calls that resulted in a positive outcome (PTP / Paid / Acknowledged) = (PTP count ÷ Connected) × 100. |
| Telecom Code 0 | Success — call connected. |
| Telecom Code 16 | User Busy / Call Hung Up — customer's line was busy or they disconnected immediately. |
| Telecom Code 19 | No Answer / Alerted But No Pick Up — the customer's phone rang but was not answered. |
| Telecom Code 34 | Network Congestion / Phone Switched Off / Out of Coverage — the call could not be routed. |
| Transcription | A verbatim text record of the AI voice bot's conversation with the customer, broken down turn-by-turn. |
| AI Summary | A short paragraph auto-generated by the AI summarizing the key points of a conversation (what was discussed, what the customer agreed to, etc.). |
| IndexedDB | The browser's built-in database used to store call records locally. Data stays on the device — it is never sent to an external server. |
| RBL BOT (Priya) | The AI voice bot persona used for Gold Loan outreach calls. "Priya" is the name the bot introduces itself with. |
| MASKED_ACCT_NO | The Gold Loan account number with most digits replaced by X for privacy, e.g. XXXX112X8802. |
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