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The Analytics page shows performance data across your organization. Use the content dropdown to switch between All, Calls, and Documents.

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Check Overall Performance

Open Overview when you want a quick read on performance for a day, week, month, or year. Use it to answer questions like:
  • How much work did we process?
  • Are scores trending up or down?
  • Which agents are performing best or need attention?
  • Are calls and documents telling the same story?
Choose the time period first. The charts and agent list update together, so the page stays focused on the same window of time. Managers can filter the overview by team. Agent users see their own strengths and weaknesses instead of a full agent comparison table.

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Compare Agents

Use the agent performance list to find who needs a closer look. Sort by score or volume, then click an agent name to open their individual trends. The agent view is useful before a coaching conversation because it shows where that person is strongest and where they are struggling. Open Trends when you want to see whether performance is improving over time instead of only checking the current period. Use the rolling period toggle to switch between shorter and longer trend windows. Shorter windows are better for recent changes; longer windows are better for stable patterns. The trend charts help you compare:
  • Daily volume
  • Daily average score
  • Agent score movement
  • Metrics that are being missed most often
Trends are hidden for agent users because they are built for manager-level comparison.

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Export Analytics

Use Export PDF from Trends when you need a shareable report with the visible charts and agent summary. Use Exports when you need CSV data for external analysis. Set the date range first, then download either user-level score summaries or detailed result data. For custom export needs, contact support@emberqa.com.