Standard Features

1. Header & Global Filters

At the top of the dashboard, global filters allow users to control the dataset displayed across all sections.

• Date Range (Start to End) → Select the time period for processed calls.
  if you want to choose calls for the week of Monday 22^nd of September to Friday 26^th of September inclusive, you need to choose a Start date of 22^nd and an end date of 27th of September so the system picks up all calls for the 26^th of September.
• Call Direction→ Filter by inbound or outbound calls or ‘local’ / internal calls (if relevant).
• Agent Name→ Focus on a specific agent’s performance.
• Period Trend→ Switch between weekly / monthly / quarterly / yearly views for trending visuals.
• AI Wrapcode → Filter based on call type. This is an AI generated wrap code, not what the agent has dispositioned the call as. These AI Wrap Codes can be tuned to clients’ environments.
• IVR Queue → Narrow results by the IVR queue through which the call was routed. (if metadata received).

2. Summary Stats

• Total Calls – all calls received and transcribed – from 1 word upwards.
• #Calls Assessed→ Total calls reviewed with above 50 words during the selected period (approximately 15-20 seconds). One Topic, a call summary and Profanity is run for these ‘short’ calls.
• # Analysed: Calls successfully analysed above 250 words (approximately 1 minute 15 seconds) and all Listeners are applied to these ‘longer’ calls.
• Duration→ Combined talk time of audited calls.
• #Agents→ Number of agents included in the audit.
• Inbound / Outbound → Direction of calls.
• Local Calls → Calls within the same network.

3. Other Filters

• Callid→  Search or filter using the unique identifier of a call.
• Category → Filter by main call category.
• Subcategory→  Filter by subcategory within the main category.

4. Other terminology:

• Null → Null indicates that the call does not meet the business rules for the Listeners / AI models to be scored. The most common reason for a Null is that the call is less than 250 words for the AI to score specific use case.