Performance
The Performance page provides an analysis of call quality and agent effectiveness across your interactions. Use it to identify trends in conversion, QA scoring, and success rates across campaigns, teams, and individual users.
Page filters
At the top of the page, you can adjust the date range and comparison window for the data displayed. The Filters panel lets you apply additional filters to narrow down the data and focus on specific call details.
Once you've applied your filters, you can save them as a custom view. See the Views guide for more detail.
Header stats
The header provides a summary of key performance metrics across your filtered interactions.
| Metric | Description |
|---|---|
| Conversion Rate | The percentage of conversations that resulted in a successful outcome during the selected period. |
| Successes | The number of successful conversations during the selected period. |
| Pass Rate | The percentage of scored conversations that passed their scorecard during the selected period. |
| Scored | The percentage of conversations that were scored during the selected period. |
| Autofails | The percentage of conversations that were autofailed during the selected period. |
Performance by Campaign, Team & User
The Interactions table provides a breakdown of performance stats, which can be toggled to display by Campaign, Team, or User.
| Metric | Description |
|---|---|
| Conversion | The percentage of conversations that resulted in a successful outcome during the selected period, for the selected campaign, team, or user. |
| Successes | The number of successful conversations during the selected period, for the selected campaign, team, or user. |
| Successes/h | The number of successes per hour for the selected campaign, team, or user. |
| Pass Rate | The percentage of scored conversations that passed their scorecard during the selected period, for the selected campaign, team, or user. |
| Scored | The percentage of conversations that were scored during the selected period, for the selected campaign, team, or user. |
| Autofails | The percentage of conversations that were autofailed during the selected period, for the selected campaign, team, or user. |