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AutoInsights Documentation

Agent Call Resolution

Estimated reading: 4 minutes 93 views

Video Duration: 3m : 35s

1. Dashboard Header

At the top you will see key numbers such as:

  • Total Calls
  • Average Call Duration
  • Analyzed Calls
  • Listeners Count

These give you a quick overview of how many calls were handled and the basic call statistics.

2. Main Metrics (Agent Call Resolution Section)

Three important performance numbers appear here:

  1. Agent Call Resolution (ACR %)
    Shows how many calls were resolved by the agent directly.

  2. Issue Resolution (IR %)
    Shows whether the customer’s problem was fully solved.

  3. Resolution Gap
    Difference between ACR and IR.
    A large gap means the agent closed the call, but the issue was not actually solved.

  4. Customer Sentiment
    Measures how customers felt during the call.

ACR-1

3. Why Customers Called vs Final Agent Actions

This section explains:

  • Why the customer called.
  • What final action the agent took.

If many calls show:

  • Issue Left with Customer
  • Escalated

It may indicate a system or process issue that needs fixing.

4. Final Agent Actions

Definition of Final Agent Action: The specific action, outcome, or closure path that terminated the call.

 

Add definitions for all final agent actions, being:

  • Self-Resolved – the agent directly resolved the issue or completed the requested task during the call without requiring further escalation or customer action.
  • Escalated – the agent raised a ticket, escalated to another team, transferred to a specialist, or referred to field support with clear documentation and reference information.
  • Advice Given – the agent provided clear, actionable instructions, guidance, or a workaround that enables the customer to proceed independently without further agent involvement.
  • Issue Left with Customer – the agent required the customer to provide information, documentation, or take a specific action before the issue can proceed to resolution.
  • Follow-Up Scheduled – the agent committed to and scheduled a specific follow-up call, callback, or next contact with a clear timeframe and confirmation
  • Swapped/Replacement/Dispatch – the agent arranged a hardware swap, device replacement, technician dispatch, or courier pickup with confirmation of details.
  • Information Only – the call was informational only; the agent provided an update, status confirmation, or reassurance, and no further action is required from any party.
  • Incomplete – the agent ended the call without clarity, missed required process steps, gave incorrect or contradictory information, or provided an ambiguous resolution path.
  • Other – none of the above.

You can see what percentage of calls result in each type of outcome.

Strong results show high “Self-Resolved”.

High “Escalated” means agents depend on other teams to finish the work.

5. Agent Performance (Call Resolution by Agent)

This chart compares agents’ performance individually.

You can see:

  • Which agents resolved most calls
  • Which agents require improvement

Green means “Resolved” and  Red means “Not Resolved”.

6. Category and Subcategory Reports

This section helps you understand:

  • Which types of issues customers call about the most.
  • Which categories have low resolution rates

Example categories:

  • Claims and Incidents
  • Billing and Payments
  • Policy Management
  • Onboarding
  • Driving Behavior

This helps identify which processes or topics require improvement.

7. Calls Not Resolved (Breakdown)

Shows:
How many calls were not solved

  • The reason for unresolved calls
  • Which categories had the most unresolved issues

If a category has many unresolved calls, it may need better training, systems, or tools.

8. ACR vs Issue Resolution (Scatter Plots)

These charts help compare:

  • How many calls agents resolved versus how many calls customers’ issues were actually resolved (through the customers’ eyes).

Top-right area means:

  • Issue resolved.
  • Customer satisfied.
  • Good performance alignment

Low values mean:

  • Customers still unhappy
  • Issues not fully solved

9. Agent Call Resolution vs Customer Sentiment

This section connects:

  • Technical performance (ACR)
  • Emotional experience (how the customer felt)

An agent with:

  • High ACR and high sentiment = Very strong performance
  • Low ACR and low sentiment = Training or support needed

10. Worksheet (Detailed Call Records)

At the bottom, you will find a detailed table of every call, including:

  • Call time and date
  • Agent name
  • Duration
  • Call Resolution (Yes/No)
  • Issue Resolution
  • Customer Sentiment (Positive/Neutral/Negative)
  • Category and Subcategory
  • Final Agent Action
  • Notes or comments

This table is useful for:

  • Supervisors
  • Quality analysts
  • Performance reviews
  • Spotting improvement areas

You can sort, filter, and review individual calls for deeper analysis + Remember, you can download the worksheet as a CSV or Excel file for deeper analysis — including using your approved LLM (e.g. Microsoft Copilot) to explore additional use cases.

How to Use This Dashboard

For Managers

  • Check which agents are performing well
  • Identify where customers are unhappy
  • See which categories have unresolved calls
  • Use worksheet to coach agents

For Agents

  • Understand where improvement is needed
  • Compare performance with goals
  • Learn which call types need more attention

For Quality and Operations

  • Spot system or process bottlenecks
  • Find training requirements
  • Improve customer experience
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