Dashboards
Track agent performance, audit results, and quality trends across your contact center.| Dashboard | Description |
|---|---|
| Supervisor Dashboard | Real-time audit results, agent performance, failure statistics, and scorecard trends across daily, weekly, and monthly timeframes. |
| My Dashboard – Agent View | Personalized agent workspace showing supervisor-assigned scorecards, sentiment trends, and resolution effectiveness. |
| Supervisor View – Agent-Specific Dashboard | Detailed per-agent performance view with sentiment and resolution insights at the L3 topic level for targeted coaching. |
| Agent Dashboard – Supervisor Evaluation | Language-specific evaluation data for individual agents, ordered by recency, to identify coaching opportunities. |
| Agent Leaderboard | Ranks agents by performance score across queues and channels, highlighting top and bottom performers. |
| Adherence Heatmap | Visual timeline of how consistently agents meet evaluation metrics, with drill-down into non-compliant interactions. |
Analytics & Intelligence
Gain deeper insight into contact center performance, customer experience, and conversation trends.| Feature | Description |
|---|---|
| Conversation Intelligence | Post-interaction analytics dashboard covering agent efficacy, customer experience, and contact center efficiency metrics. |
| Customer Experience (CX) Insights | Post-interaction view of customer experience combining sentiment, resolution, churn risk, and topic-level drivers. |
| Performance Insights | Time-based visualization of agent communication quality, empathy, language trends, evaluation scores, and sentiment. |
| Topic Discovery | Interactive bubble canvas that maps conversation topics to sentiment, resolution rates, and handle times for trend analysis. |
Conversation Mining & Auditing
Review, filter, and manually evaluate interactions to ensure quality coverage and compliance.| Feature | Description |
|---|---|
| Conversation Mining – Interactions | Review and filter scored interactions by queue, keyword, topic, intent, and resolution to surface conversations needing attention. |
| AI-Assisted Manual Audit | Evaluate voice and chat interactions using AI-generated insights alongside manual review for compliance and coaching. |
| Audit Allocations | Assign interactions to auditors for structured manual QA with real-time tracking of assignment and completion progress. |
| Creating Audit Allocations | Step-by-step guide to setting up allocations — defining scope, allocation type, and auditor assignments. |
| Understanding Views and Permissions | Role-based guide to the My Allocations and Assigned to Me tabs, and what each permission level can access. |