Analytics
Quality assurance insights and performance analysis across your agents and campaigns.
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Created April 1, 2026
Overview
The Analytics page gives you a deeper view into the quality of your QA calls. It is organized into five tabs, each focused on a different aspect of agent and call performance.
Agent Benchmarks
Displays each agent's average quality score as a percentage, normalized across all campaigns they are part of. This gives you a fair, apples-to-apples comparison of agent performance regardless of which campaign they were evaluated under.
Score Distribution
Shows how your evaluated calls are spread across score ranges — for example, how many calls scored Excellent, Good, Fair, or Poor. All values are normalized to a percentage so you can spot patterns in call quality at a glance, regardless of total volume.
Low Performer Tracker
Compares each agent's average score over the last 30 days against their score from the previous 30-day period. This makes it easy to identify agents who are trending downward and may need coaching, as well as agents who have meaningfully improved.
Call Volume vs Score
Plots call volume against average quality score for each agent, making it easy to identify agents who are handling a high number of calls but delivering below-average quality. This helps prioritize where coaching or workload adjustments are needed most.
QA Alerts
Automatically flags calls that fall below a defined quality threshold so they can be reviewed and actioned. QA Alerts help you catch underperforming calls quickly without having to manually scan through every result.