Overview Tab
Shows aggregate performance metrics with interactive charts.Time Period Selector
Choose from Day, Week, Month, or Year to adjust all charts and data.Charts
Three charts display trends for the selected time period:| Chart | What It Shows |
|---|---|
| Call Volume | Number of calls processed over time |
| Average Score | Team average score trend |
| Average Duration | Average call length trend |
Agent Performance Table
A sortable table showing each agent’s performance:| Column | Description |
|---|---|
| Agent Name | Click to view detailed agent trends |
| Total Calls | Number of calls in the period |
| Average Score | Score with visual meter bar |
Team Filter
Use the Team dropdown to filter by agent tags (if you’ve tagged agents in Account Settings).Agent View (Strengths & Weaknesses)
Agent users see a Strengths & Weaknesses card instead of the agent table, showing their top-performing and lowest-performing metrics.Trends Tab
Compare performance over time with rolling averages. Hidden for agent users.Filters
- Team - Filter by agent tag
- Period Toggle - Choose between 7-Day Rolling (14 days) or 30-Day Rolling (60 days)
Charts
| Chart | What It Shows |
|---|---|
| Daily Call Volume | Call volume with rolling average line |
| Daily Average Score | Score trend with rolling average |
| Agent Performance Trends | Multi-agent score comparison over time |
| Metric Performance Trends | Which metrics are failed most often |
Agent Performance Table
Summary table showing performance for each agent over the period.Export to PDF
Click the Export button to generate a PDF report containing all visible charts.Exports Tab
Download CSV files for external analysis. Hidden for agent users.Date Range Selection
- Set the Start Date and End Date
- Choose which export to download
Available Exports
| Export | Contents |
|---|---|
| User Scores Export | User-level score summary |
| Call Results Export | Detailed call data with agent names, scores, timestamps, etc. |