Dashboard/ Demo Client

calendar_todayLast 7 daysexpand_more
A. How is the team performing overall?Track weekly agent QA, CX scores, and call outcomes.
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AI Insight:Operational efficiency is strong, highlighted by a significant 1.8% drop in escalations and a 0.9% rise in CX scores, despite a substantial 33% increase in total call volume.
Calls
8889
+33
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QA
80.5%
+0.2
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CX
89.9%
+0.9
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FCR
90.9%
+0.9
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Escalation
2.3%
-1.8
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Friction
18.7%
+0
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QA Score Distribution
Previous Period
Current Period
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Call Sentiment Breakdown
Positive79%
Neutral20%
Negative1%
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Agent Performance Matrix
High Empathy · High FCR
Coaching Priority
Empathetic but Low Closure
Closes but Low Empathy
Escalation rate (color scale):
0–5%
5–10%
>10%
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Emotional Intelligence Radar
Current Period
Previous Period
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Communication Parameters
Team Avg
Greeting Compliance
avg: 8288
Politeness
avg: 8591
Active Listening
avg: 7579
Empathy
avg: 7074
Clarity & Simplicity
avg: 8085
Resolution Accuracy
avg: 8387
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Talk Ratio Distribution
Agent47%
Customer41%
Silence12%
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Agent Rankings
Agent Performance
AgentCallsQA Score ▼FCR %CX Score
Nina BerridgeTOP 25%18793.281.4%90.1
George JanettiTOP 25%16289.778.9%87.3
Maria Kobach17488.476.2%85.8
Lucas Chkheidze14185.172.8%83.2
Sophie Baxter15684.671.5%82
Anna Mitchell13882.369.3%80.7
Tamara GoodingBTM 25%12780.967.8%79.4
Ilya NatadzeBTM 25%10278.165.2%77.1
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