The Overview Dashboard provides a centralized view of key Conversation Analytics metrics. This dashboard consolidates critical performance indicators such as call interactions, Automated Quality Assurance (AQA) scores, overtalk, silence, and other statistics—into a single, interactive interface.
This dashboard is designed to help managers and decision-makers:
Monitor high-level operational performance.
Identify trends, anomalies, and performance gaps.
Take corrective action through targeted training and process improvements.
Visuals Displayed
The Overview Dashboard displays the following visuals:
Overview KPI Card
This visual displays a snapshot of key metrics, including Interactions, Agent Sentiment, and Caller Sentiment. You can compare results month-to-date (MTD), with the previous month, and view month-over-month (MoM) changes.
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Interactions: Represents all exchanges across audio, email, and chat channels. These interactions are analyzed to understand customer intent, sentiment, and conversation quality—helping improve customer experience.
Agent Sentiment: Analyzes agent responses to determine tone (friendly, helpful, frustrated, or neutral).
Caller Sentiment: Analyzes caller language and expressions to reveal emotions such as happiness, frustration, confusion, anger, or satisfaction.
Interactions by Agent Group (Bar Chart)
This visual displays the distribution of interaction volumes across agent groups.
This helps you identify:
Which groups handle higher or lower volumes.
Workload distribution across teams.
Opportunities to rebalance workloads for better efficiency.
Selected Metric Value by Date (Trend Line with Forecast)
This visual displays how key KPI parameters change over a selected date range. This visual helps you detect patterns, seasonality, and areas needing improvement.
AQA Score by Date and Scorecard Trend Line
This visual displays Automated Quality Assurance (AQA) scores across different dates and scorecards. This allows users to:
Track quality trends over time.
Correlate score changes with training or operational changes.
Identify days with unusually low scores and analyze root causes.
Workflow
The Overview Dashboard is designed to guide you from summary-level data to detailed analysis:
Review KPI Card: Review key metrics to identify potential performance issues. For example, a month-over-month decline signals the need for deeper investigation.
Explore Interactions by Agent Group: View metrics for a specific group, select the agent group. This filters every visual on the page (including the KPI card) to show data for that group only.
Analyze Trends by Date: Use the KPI Parameter Filter to review trends for selected metrics over the chosen date range. When filtered by agent group, this view highlights performance fluctuations for that group.
Review AQA Scorecard Trends: Compare quality scores against KPI parameters. You can correlate low scores with high interaction volumes or shorter call durations. You can filter by agent group to focus on team-specific performance.
Benefits
Single view of performance: Consolidates critical KPIs into one dashboard.
Interactive filtering: Drill down from organization-wide data to agent group–specific insights.
Faster decision-making: Quickly identify trends and areas requiring intervention.
Improved performance management: Correlate metrics and take corrective action proactively.