---
title: Overview
slug: secure-assist/overview
icon: 🎖️
createdAt: 2025-09-10T06:50:32.600Z
---

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/3IsPg3Wx0AoDvGAQoRjH8_image.png)

**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 agent’s 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**

✔ Identify top performers

✔ Spot improvement needs

✔ Compare agents fairly

✔ 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 m**ost 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.

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