Filters
| Filter | Options |
|---|---|
| Team | Filter by agent tag (managers only) |
| Days Back | 1 day, 7 days, or 30 days |
| Minimum Fail Percentage | 20% to 80% threshold |
| Content Type | Calls or Documents |
What You See
Metrics Summary Chart
A chart showing which metrics are failed most often across all agents (managers only).Agent List
Each agent with coaching opportunities shows:- Agent name with their average score
- Number of metrics needing improvement
- Table of metrics with:
- Total calls/documents
- Failed count
- Fail rate percentage
- Coaching Insights button
Coaching Insights
Click the Coaching Insights button on any metric to open an AI-powered analysis. The AI scans all calls/documents where the agent failed that specific metric and generates:- Specific guidance on how to improve on that metric
- Concrete examples from the agent’s actual calls showing what to do differently
- Links to each failed call/document so you can review them in full detail