Call Audit Service

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Call Audit Dashboard Documentation

This dashboard provides a detailed overview of call quality audits for agents and call categories. It enables supervisors and managers to quickly identify performance strengths, weaknesses, and opportunities for improvement.

1. Overall Call Audit Scores (Gauges)

This section summarizes the average performance across all agents on key call behaviors. (Use the filters to narrow the analysis – by agent, date, AI Wrap Code etc)

Greeting → Polite and professional self-introduction.
Verification → Accuracy of caller detail verification.
Professional Tone → Tone and manner throughout the call.
Active Listening → How well agents listened and responded.
Empathy & Rapport → Ability to connect with the caller emotionally.
Call Flow Efficiency → Smooth handling and logical progression of the call.
Next Steps → Clear instructions or closure provided.
Professionalism → Overall conduct and demeanor.
Communication Clarity → How clearly agents communicated information.
Efficiency & Confidence → Final assessment of control and confidence in call handling.

✅ Purpose: Quickly spot which skills are strong (green) and which need improvement (orange/red).

2. Call Audit by Agent (Heatmap)

This table displays performance per agent across all key behaviors.

Rows: Individual Agents
Columns: Behaviors/Skills
Color Coding:
Green → High performance (strong skill)
Yellow/Orange → Needs attention
Red → Weak performance requiring urgent coaching

✅ Purpose: Compare agent performance at a glance and identify training needs.

3. Call Audit by Wrap Code (Call Category)

This section breaks down performance by type of call.

Examples: Sales/Retention, Technical Support, Account Management, Product Inquiry.
Scores per Category: Shows how each type of call performs on greeting, tone, listening, empathy, etc.

✅ Purpose: Understand which call types are consistently stronger or weaker to refine processes and training.

4. Detailed Call Audit Log

This table provides granular details for each call audited.

Call Date & ID → Unique reference for the call.
Direction → Inbound or outbound.
Agent Name & Category → Who handled the call and under which category it falls.
Audit Criteria → Notes on greeting, verification, tone, empathy, and other behaviors.
Explanations → Specific comments from the auditor, e.g., “Agent greeted the caller and introduced themselves professionally.”

✅ Purpose: Drill down into specific calls to validate performance scores and provide actionable feedback.

5. How to Use This Dashboard Effectively

Supervisors → Identify low-performing skills across the team for targeted coaching.
Quality Analysts → Monitor call trends and ensure consistent standards.
Trainers → Use weak areas (e.g., empathy, call flow) to design focused training modules.

✨ In summary:

Top Stats & Gauges → Overall call quality health.
Agent Heatmap → Who needs coaching.
Wrap Code Table → Which call types need attention.
Detailed Log → Evidence for coaching and performance review.