Session Analytics
The Session Analytics page provides a consolidated view of all analyzed customer interaction sessions. It helps supervisors and analysts quickly review session intents, timestamps, and quality scores to identify trends, issues, and performance insights.
Each row represents an individual session and includes:
- Session Intent Example: Request assistance with card issue, Request refund, Report issue
- Session Date & Time Displays when the interaction occurred.
- Session Score (Color-Coded)
- 🟢 Green: High-quality / compliant session
- 🟠 Orange: Medium quality / needs review
- 🔴 Red (if applicable): Low quality / potential issue
Session Details Access
- Click on any session row to:
- View detailed analytics
- Review conversation insights
- Analyze compliance, sentiment, or performance metrics
- This is typically used for audits, coaching, or issue investigation.
The Performance Analytics page provides a comprehensive summary of an agent’s or session’s overall performance. It combines multiple quality and efficiency parameters into a Final Performance Score , helping supervisors, quality teams, and managers quickly assess strengths and improvement areas.
🏆 Final Performance Score
- Displayed prominently at the top center (e.g., 77).
- Represents the overall weighted score calculated from multiple performance parameters.
- The progress bar below the score visually indicates performance level:
- Green zone → Good performance
- Partial fill → Scope for improvement
📊 Performance Parameters
Each card below the final score represents a key evaluation metric.
1. Communication (Score: 100)
- Measures clarity, tone, and effectiveness of communication.
- Evaluates how well information is conveyed during the interaction.
2. Empathy (Score: 100)
- Assesses emotional intelligence and customer understanding.
- Reflects the ability to acknowledge customer concerns appropriately.
3. Compliance (Score: 100)
- Indicates adherence to policies and regulatory guidelines.
- Critical for risk-sensitive and regulated environments.
4. Resolution (Score: 50)
- Measures issue resolution effectiveness.
- A lower score suggests partial resolution, follow-ups required, or unresolved concerns.
5. Handling Time (Score: 70)
- Evaluates response efficiency and time management.
- Balances speed with quality of interaction.
The Sentiment Analysis tab provides insights into the emotional tone of interactions by analyzing text and voice data. This helps supervisors and quality teams understand how communication is perceived during an interaction.
The Status view will show the status of the session , if completed or pending. If coaching required or if there is any compliance breach.
Conversation insights helps us to evaluate the agents behaviour, tone, sentiment and all other metrics that can be used to define the agent performance.
The last tab Session Analytics would summaize the entire session details.
