Agent Response Time Metrics
Time to First SpeechMaxMinMeanMedian
Automatic Insight Generation
Call Duration Distribution
Call Journey Stages
GreetingProduct Inquiry HandlingOffer Further AssistanceClose CallObjective metAppointment SchedulingMiscellaneous Inquiry HandlingObjective not met
Chat with Session Replays
Duration Percentile Analysis
Failure Category Detection
Caller IdentificationUnsupported LanguageCustomer HostilityUser refused to confirm identityIncorrect caller identityAssistant did not speak SpanishAssistant did not speak FrenchVerbal Aggression
Objective Detection
Objective metObjective not met
Successful Path Anomalies Detection
Summarize Session Replays
Visualizations and Dashboards