Using the Metrics Dashboard
The Metrics tab provides aggregate analytics across all evaluated interactions via an embedded dashboard. Use it for weekly and monthly quality reviews.
5.1 Overview KPIs
Five key metrics appear at the top, each with period-over-period comparison:
| Metric | What It Shows |
|---|
| Interactions Audited | Total processed calls with period-over-period comparison (e.g., 1,242, +12.3%) |
| Average QA Score | Mean score across all calls in the selected date range |
| Average Handling Time | Mean call duration |
| Interactions Auto Failed | Percentage of calls that triggered an auto-fail |
| Negative Feedback Rate | Percentage of reviewed interactions that received negative (thumbs-down) feedback |
5.2 Available Analytics
Charts are grouped into four sections:
| Chart | What It Shows |
|---|
| Average Handling Time vs. Call Volume | Combined view of call volume and average handling time over the selected period |
| QA Score Breakdown | Distribution of interactions across QA score bands over time |
Resolution & Engagement Metrics
| Chart | What It Shows |
|---|
| Resolved vs. Unresolved | Resolution rates over time |
| Silence Time % | Breakdown of agent talk, customer talk, and dead air |
| Sentiment Analysis | Distribution of positive, neutral, and negative sentiment |
| Chart | What It Shows |
|---|
| L1 Contact Reason | Broad reasons customers are calling (max 8 displayed) |
| L2 Contact Reason | Subcategories within L1 (max 8 displayed) |
| Top Call Drivers (L3) | Most specific reasons for calls (max 8 displayed) |
| Non-Resolution Reasons | Why calls are not resolved (L1 and L2) |
| Chart | What It Shows |
|---|
| Agent Quality Distribution | Agents grouped by QA score ranges |
| Agent Performance by Parameters | Top 10 agents with per-parameter scores |
Click any chart element (bar, data point, segment) to drill down.
5.3 Filters
| Filter | Description |
|---|
| Agent dropdown | Select a specific agent or view all |
| Date range picker | Presets (Today, Yesterday, This Week, Last Month) or custom range |
5.4 Reading the Charts
- Contact Reason charts (L1, L2, L3): Identify which call types dominate your volume and where to focus training.
- Resolved vs. Unresolved: A rising unresolved rate may indicate process issues, knowledge gaps, or new product problems.
- Sentiment Analysis: Combine with Agent Quality Distribution to see if low sentiment correlates with specific agents or score ranges.
- Silence Time %: High dead air percentages may indicate agents struggling to find information or long hold times.
- Non-Resolution Reasons: When calls are not resolved, these charts show why -- People, Process, Technical, or End User factors.
- Agent Quality Distribution: Quickly identify how many agents fall below performance thresholds.
- Agent Performance by Parameters: Identify which specific skills are strong or weak across your top performers.