Agent Response Time Metrics
Time to First SpeechMaxMinMeanMedian
Average Session Data Size
1 MB per 10-15 min session
Call Duration Distribution
Call Journey Stages
GreetingProduct Inquiry HandlingOffer Further AssistanceClose CallObjective metAppointment SchedulingMiscellaneous Inquiry HandlingObjective not met
Customer Journey Analysis
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
Minimal Performance Impact
Objective Detection
Objective metObjective not met
Session Video Optimization
Successful Path Anomalies Detection
Visualizations and Dashboards