The Performance Dashboard provides insights into agent-level performance, helping you track efficiency, response times, and customer satisfaction. Key metrics include:
  • Include total number of calls handled, total duration in hours of customer conversations, and avergae call duration in minutes.
  • Top Performing Agents section enables you to compare the performance of all your agents across multiple metrics.
  • Timeline view of Call Volumes (number of calls). Also allows filtering based on agent, call status, etc.
  • Funnel view to see how your voice agents are performing. You can compare the efficiency across timelines as % calls answered and % active discussions. Also allows filtering based on agent, call status, etc.