Analytics Dashboard Overview

The Analytics section provides a high-level view of call audit data through KPIs, trends, and insights. It helps users understand call quality, agent performance, and customer interaction patterns.

Follow these steps:

1. Click Analytics in the left navigation menu.

2. Use the Filters panel to select the required criteria:

   • Team: Select a team.
   • Products: Select one or more products, such as Fans, Air Coolers, Lighting, or Water Heaters.
   • Add/Edit Filters: Add or modify filter criteria.

3. Click Apply Filters to update the dashboard.

4. Review the KPI Cards, including:

   • Calls Audited
   • Average Audit Score
   • Script Adherence
   • Enquiry Resolution Rate
   • Repeat Caller Rate
   • Overall Resolution Rate

5. Review Executive AI Insights, including:

   • Severity: Importance of the finding, such as High, Medium, or Positive.
   • Finding: Summary of the identified issue or trend.
   • Detail: Additional information and context.
   • Impact: Overall impact associated with the finding.

6. Review the additional analytics:

   • Product Call Distribution
   • Call Volume by Product
   • Issue Distribution per Product
   • Sentiment Trend by Product
   • Performance Table

7. Use Clear All to remove all selected filters.

Do not select Edit Dashboard unless dashboard layout, KPIs, filters, or configurations need to be changed.