Overview
Agent Sensei Analytics provides a high-level view of agent performance, quality, and resolution effectiveness. This dashboard aggregates key performance indicators (KPIs) to help supervisors and managers quickly assess agent health and operational gaps.
KPI Widgets show
- Total Interactions
- Average QA Score
- Coaching Needed
- Unresolved Interactions
Average Score Metrics
In the Detailed Report section, you will find the average score for the selected agent. This metric aggregates scores over:
1. Agent ID
Unique identifier for each agent. Used to track individual performance over all evaluated interactions.
2. Avg Communication Score
Shows how effectively the agent communicates with customers. Scores are displayed in color-coded circles.
3. Avg Empathy Score
Measures the agentβs emotional intelligence and ability to understand customer needs.
4. Avg Compliance Score
Shows how well the agent follows required guidelines.A score of 100% means the agent consistently meets all compliance requirements.
5. Avg Resolution Score
Indicates the agent's ability to accurately resolve customer issues. Lower scores (orange/red) suggest additional training may be needed.
6. Avg Handling Time
Represents the average amount of time the agent takes to handle an interaction.Time values are also color-coded to show performance efficiency.
7. Avg Final Score
This is the overall score for the agent, calculated by combining all parameter scores based on their weights.
8. Total Interactions
Shows the number of interactions (calls/chats/emails) evaluated for that agent.
How to Interpret the Table
β Identify top performers
β Spot improvement needs
β Compare agents fairly
β Track trends over time
How This Helps Supervisors
With these views, supervisors can:
- Monitor performance at both individual and team levels
- Detect patterns (e.g., recurring errors, low compliance)
- Take proactive coaching actions
- Track progress over time
- Make informed decisions using data-backed insights
It creates a structured and transparent quality monitoring ecosystem.
Intent Analytics
The Intent Analytics dashboard transforms raw support data into actionable insights , enabling faster decisions, better customer experience, and optimized support operations.
This widget will
- Identify high-volume customer intents
- Analyze time-consuming issues
- Improve agent efficiency and staffing
- Detect process gaps or product issues
- Prioritize automation or self-service opportunities
Each row represents a customer intent, such as:
- Report issue
- Request refund
- Change plan type
- Discuss broadband services
- Express gratitude
- Initiate conversation
- Inquire about prepaid plans
- Intent unclear
- Need assistance with product
Word Cloud
The Word Cloud dashboard visualizes the most frequently used words and phrases from customer conversations. It provides a quick, intuitive way to understand what customers are talking about most without reading individual conversations.
The Word Cloud offers a fast, visual snapshot of customer conversation themes, helping teams quickly identify trends, issues, and opportunities for improvement.
We have a filter that has
Max Words
- Defines the maximum number of words displayed in the cloud
- Example: 50 means up to 50 words will be shown
- Use fewer words for focused analysis, more words for broader trends
Min Frequency
- Sets the minimum number of times a word must appear to be included
- Example: 2+ means only words appearing at least twice are shown
- Helps remove noise or one-off mentions
Understanding word cloud -
Larger words = higher frequency in conversations
Smaller words = mentioned less often
Channel Analytics
The Channel Analytics dashboard provides a comparative view of performance metrics across communication channels such as Chat, Audio Call, and Email. It helps teams evaluate which channels are performing well and where operational improvements are required.
Each channel (Chat, Audio Call, Email) displays four vertical bars , one for each metric.