What is the Agent Insights Dashboard and Why it Matters
The Agent Insights Dashboard gives managers and coaches a clear, agent-level view of performance across conversations and scripting scorecards.
Instead of jumping between reports or manually piecing things together, this dashboard brings everything into one place. You can quickly see how each agent is performing, where they are meeting expectations and where coaching could have the biggest impact.
Think of it as your performance control centre. A single view that helps you move from insight to action, faster.
📝 Note: Dashboard data may take up to two hours to update after conversations are processed.
How to Find the Agent Insights Dashboard
In the left-hand navigation, select Dashboard.
At the top of the page, select the Agent Insights tab.
Use the date range and channel filters at the top to refine what you see.
You will now see a table listing all agents with activity in the selected period.
What You See in the Agent Insights Dashboard
The main Agent Insights view shows a summary row for each agent, helping you quickly compare performance across your team.
Agent Table Overview
For each agent, you can see:
Total Conversations: The number of conversations analysed in the selected period.
Conversations Passed Compliance: How many conversations passed compliance.
Conversations Failed: How many conversations did not pass compliance.
Alerts: The number of alerts triggered for the agent in the select period.
Dead Air: Total dead air time detected in the select period.
Overall Score: The agent’s average score across all relevant Scorecards in the select period.
This view is ideal for spotting trends, identifying high performers and flagging agents who may need support.
Viewing an Individual Agent’s Performance
To drill into an individual agent:
In the Agent Insights table, choose a channel to view.
Select View next to the agent’s name.
This opens the Agent Performance View, which provides a detailed breakdown of how that agent is performing against your Scorecards and scripts in a specific Channel.
📝 Note: You will need to select a Channel first before you are able to view an Agent directly as this drills down into the Scorecard in this Channel.
What You See In The Agent Performance View
The agent-level view is designed to support coaching conversations by showing both summary performance and detailed adherence.
Overall Scorecard Performance Summary
At the top of the page, you will see:
Overall Score: The agent’s average score, graded against the selected scorecard
Conversations: Total conversations that passed and failed compliance, graded against the selected scorecard.
This gives you immediate context before reviewing detailed results.
Scorecard Scores Section
Below the summary, you will find the Scorecard Scores section.
Here you can:
View results grouped by Scorecard Groups, such as Recording Disclaimers or Call Closure.
See each Phrase / Node that was evaluated.
Review Criticality, Required count and Mentioned count.
Understand Adherence as a percentage.
Each Scorecard Group also shows a Group Score, making it easy to identify strengths and gaps at a glance.
📝 Note: Group scores reflect average adherence across all evaluated phrases in that group.
Filtering and Sorting Scorecard Results
You can refine what you see using the controls above the Scorecard table:
Search: Find specific phrases quickly.
Select Scorecard Groups: Focus on relevant areas only.
Sort By: Order results based on your priorities.
Phrase Criticality: Filter by criticality level.
This is especially useful when preparing for focused coaching sessions.
How This Supports Coaching and Compliance
The Agent Insights Dashboard is designed to support both performance improvement and compliance oversight.
Managers can:
Identify coaching opportunities backed by clear data.
Monitor adherence to required scripts and disclosures.
Track improvement over time using consistent metrics.
All of this helps turn conversation analysis into meaningful action, without adding complexity to your workflow.
The Gist
The Agent Insights Dashboard gives you a clear, agent-level view of performance, compliance and scorecard compliance in one place. Use it to compare agents, drill into individual performance and support focused, data-led coaching conversations.