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're 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.
You can then go one step further. If a Statement was required 10 times but only mentioned 6, you can click straight through to the 4 conversations where it was missed, open them and start coaching. No more hunting through the conversation list to find them.
đ 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: 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 selected period.
Dead Air: Total dead air time detected in the selected period.
Overall Score: The agent's average score across all relevant Scorecards in the selected period.
This view is ideal for spotting trends, identifying high performers and flagging agents who may need support.
Viewing an Individual Agentâs Performance
To drill into an individual agent:
In the Agent Insights table, choose a channel to view.
Select View next to the agentâs 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.
đ 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. If you hover over View without a Channel selected, you'll see a reminder.
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 agentâs 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'll find the Scorecard Scores section. If the Channel uses more than one Scorecard, pick the one you want from the dropdown on the right.
Here you can:
View results grouped by Scorecard Groups, such as Recording Disclaimers or Call Closure. Select a Group to open it, or use Expand Scorecard Groups to open them all.
See each Phrase that was evaluated, with its Criticality.
Review the Required, Mentioned and Not Mentioned counts.
Understand Adherence as a percentage.
Each Scorecard Group also shows a Group Score, making it easy to identify strengths and gaps at a glance.
đ 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 set per statement in the Scorecard.
This is especially useful when preparing for focused coaching sessions.
Drilling Into The Conversations Behind A Score
đ§ Alpha: Conversation drill-downs are in Public Alpha. Alpha means the feature is still being refined based on customer feedback, so changes, unexpected behaviour or occasional issues may occur as we improve it. We welcome your feedback.
The numbers in the Scorecard table tell you what happened. The drill-down shows you where. Every count in the Required, Mentioned and Not Mentioned columns has an eye icon next to it. Click it to go to the conversations that make up that number.
Here's how it works:
Open the agent's Agent Performance View (see above).
Open the Scorecard Group you want to look at.
Find the phrase and click the eye icon next to the number you're interested in.
This opens a list of the conversations behind that number, scoped to the agent, Channel, date range and phrase you were looking at.
Which Number Should I Click?
Required: Every conversation where the phrase needed to be said. Useful for a full picture.
Mentioned: Conversations where the agent said it. Great for finding good examples to share with the team.
Not Mentioned: Conversations where it was required but the agent didn't say it. This is your coaching (and compliance) list, so it's usually the best place to start.
In short, Mentioned + Not Mentioned = Required.
Turning What You Find Into Coaching
This is where the drill-down really earns its keep. Once you've found the conversations that need attention, you can:
Share feedback with the agent: Use Agent Highlights to send them the conversation with your notes. See Assigning Agent Highlight Tasks and Providing Feedback as a Manager.
Grade or tag it: Do this from the conversation itself, as you normally would.
Find good examples: Use the Mentioned list to pick a strong call to tag and / or share with the team.
Catching a missed Statement on day three rather than at month-end means you can coach it before it snowballs.
The Gist
The Agent Insights Dashboard gives you a clear, agent-level view of performance and Scorecard adherence in one place. Compare agents, open an individual agent's results, then click the eye icon next to any Required, Mentioned or Not Mentioned count to go straight to the conversations behind it. From there it's a quick hop into coaching or Agent Highlights.