PolyAI provides three different types of dashboards for customers to analyze the performance of their assistants. These dashboards are categorized as follows:

  1. Standard enterprise dashboard
  2. Safety dashboard
  3. Custom dashboards (tailored for specific projects)

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Standard dashboard

The standard dashboard is a powerful analytics tool designed to provide contact center managers with insights into the performance and usage of their voice assistants. This dashboard helps managers monitor call volumes, understand trends, and evaluate the efficiency of automated interactions.

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Metrics

  • Total calls: Displays the total number of calls handled by the assistant within a selected time period.
  • Call distribution: Visualizes the daily distribution of calls over a selected time period.
  • Total automated minutes: Shows the total time spent on calls managed by the assistant.
  • Call minutes distribution graph: Compares total call minutes with assistant-spoken minutes.
  • Average call duration: Tracks the average call length in seconds.
  • Average words per conversation: A bar chart illustrating the average number of words spoken by both the customer and assistant over time.
  • Overall average words per call: Summarizes the conversational balance, showing the average words spoken by the assistant versus the customer.
  • Function calls & SMS rates: Displays the number of function calls handled over time, highlighting trends and peak periods.
  • API performance metrics: Evaluates the performance of APIs used during assistant interactions.
  • Handoff reason metrics: Provides insights into why calls are transferred to human agents.

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Safety dashboard

The safety dashboard offers a comprehensive view of safety-related metrics, helping managers monitor flagged utterances, evaluate risk levels, and ensure compliance with safety and brand standards. It is an essential tool for assessing the assistant’s ability to manage potentially harmful conversations.

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Metrics

  • Caller utterance risk level: Assesses overall risk distribution and evaluates the assistant’s effectiveness in mitigating unsafe conversations.
  • Total calls: Displays the total number of calls handled during the selected period.
  • Number of calls managed for risk: Tracks the frequency of triggered safety filters, helping to evaluate filter performance.
  • Percentage of calls managed for risk: Indicates the proportion of flagged calls relative to total calls.
  • Distribution of flagged calls: Visualizes flagged call activity over time to identify trends.
  • Distribution count of flagged calls: Provides granular insights into the frequency of flagged calls, highlighting peak periods.
  • Caller utterance category distribution:
    • Categorized into hate speech, self-harm, sexual content, and violence.
    • Visualized with color-coded breakdowns for easier interpretation.

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Custom dashboard

The custom dashboards are tailored to enterprise-specific needs, providing unique insights into assistant performance and business outcomes. These dashboards are built to reflect the KPIs and metrics most critical to each client.

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Example metrics

  • Containment rate: Measures the percentage of queries resolved by the assistant without escalation.

  • Booking performance: Tracks success rates for booking-related interactions.

  • Call resolution information: Analyzes call outcomes and provides resolution details.

  • Call flows and outcomes: Maps customer journeys to evaluate interaction efficiency.

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