Global Filters

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Call Processing Dashboard Documentation

This dashboard provides insights into total processed calls, enabling supervisors to track agent activity, conversation details, and call outcomes. It supports filtering across multiple dimensions for detailed performance analysis.

1. Total Processed Calls by Month (Main Table)

This section lists the individual processed calls with detailed attributes.

Columns Explained:

Day → Timestamp of when the call took place.
Call ID → Unique identifier for the call.
Agent Name → The agent who handled the call.
Category / Subcategory → Classification of the call (e.g., Sales, Support, Retention).
Summary → Indicates if a summary was generated for the call.
Topics → Highlights whether specific discussion topics were tagged.
Profanity → Flags if any inappropriate language was detected.
Duration → Length of the call (MM:SS) – Call recording duration.
# Calls Processed → Total number of calls captured in that entry.
Word Count → Number of words spoken during the call (useful for analyzing conversation length and complexity).

✅ Purpose: Provides a call-by-call breakdown for auditing, compliance, and performance tracking.

2. Usage of Color Coding

Green → Passed Score.
Red → Failed Score
Orange → Needs Review

✅ Purpose: Helps supervisors quickly spot anomalies or areas requiring review.

3. How to Use This Dashboard Effectively

Supervisors & Managers → Identify high or low call volumes, check if summaries are missing, and monitor word counts for unusually short or long calls.
Quality Assurance Teams → Use profanity flags and summaries to detect risky calls and ensure compliance.
Trainers → Spot agents who consistently lack summaries or show very short conversations, which may indicate gaps in handling calls.

✨ In summary:

Filters = Control what data is displayed (time, agent, call type).
Instruction Panel = Reminder of how filtering affects dashboards.
Processed Calls Table = Detailed breakdown of each call with key quality and engagement metrics.
Color Coding = Quick way to identify issues or strong performance.