Agent Response Time Metrics
Time to First SpeechMaxMinMeanMedian
Call Duration Distribution
Call Journey Stages
GreetingProduct Inquiry HandlingOffer Further AssistanceClose CallObjective metAppointment SchedulingMiscellaneous Inquiry HandlingObjective not met
Command Tracking
commandscallback functionsregular user messages
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
Team Report Basic/Advanced
Advanced
Team Report Starter
Basic
User Geolocation Detection
User Premium Status Detection
User Reports Basic/Advanced
11
UTM Report Basic/Advanced
Advanced
Visualizations and Dashboards