QA and analytics

Use Dashboards for high-level metrics, Conversation Review for transcript inspection, and Smart Analyst for AI-powered analysis across hundreds of conversations without manual review.

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Quick reference

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Pick the right dashboard

Dashboards default to Live and last 7 days. Change the environment or date range at the top-right.

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Example workflow: did my FAQ edit improve containment?

1. Open the Standard dashboard.
2. Set the date range:
   • From = the day you promoted the change
   • To = today
3. Check Containment rate.
   • If it went up → good sign
   • If it dropped or stayed flat, drill down to conversations (next section)

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Review conversations

1. Go to Analytics > Conversations > Voice.
2. Use filters:
   • Date range – same window you used in the dashboard
   • Topic – select the FAQ you edited
3. Click a call to open the transcript.
4. Check:
   • Did the agent serve the new answer?
   • Did the caller stay in self-service or ask for a human?
5. If something looks off, tag it.

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Tagging and annotations

At the bottom-right of a transcript:

• Category – pick a label like Needs KB fix or Escalated unnecessarily
• Annotation – flag Wrong transcription or Missing topic

These tags surface in QA reports and help you spot patterns over time. They are also the primary feedback loop from human reviewers back into the agent — escalations tagged Escalated unnecessarily or Wrong topic are where to look first when tightening handoff rules.

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Export transcripts (optional)

Need raw data for deeper analysis?

1. In Conversations, select your filters.
2. Click Export → CSV or JSON.
3. You’ll get a download link with call metadata and the full transcripts.

See Call data → Transcripts for field definitions.

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Common workflows

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Daily performance check

1. Open Standard dashboard
2. Review key metrics vs. baseline:
   • Call volume
   • Containment rate
   • Average handle time
   • Handoff rate
3. Identify any anomalies
4. Drill into Conversation Review if needed

Time: 5-10 minutes

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Weekly quality review

1. Start with Smart Analyst – run a deep sampling query to surface the week’s key patterns: “What are the top issues and failure reasons from the last 7 days?”
2. Review Smart Analyst findings and identify areas that need manual review
3. Listen to 5-10 sample calls flagged by Smart Analyst or filtered in Conversation Review
4. Tag issues for follow-up
5. Update knowledge or settings based on insights

Time: 20-40 minutes (Smart Analyst reduces manual review time)

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Investigating a spike in handoffs

1. Go to Analytics > Dashboards → Standard dashboard
2. Identify when handoff rate increased
3. Ask Smart Analyst: “What are the top reasons for handoffs in the last 3 days? Give me percentage breakdowns.” – deep sampling analyzes up to 500 conversations to surface root causes
4. Review specific conversations in Analytics > Conversations > Voice to validate Smart Analyst findings
5. Add missing knowledge or adjust handoff rules based on the patterns identified

Time: 15-20 minutes (Smart Analyst replaces manual filtering and pattern identification)

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Related pages

• Smart Analyst - AI-powered conversation analysis with deep sampling
• Performance monitoring - Detailed performance analysis
• Health checks - Proactive monitoring routines
• Standard dashboard - Key metrics overview
• Conversation Review - Transcript inspection
• Call data - Accessing raw call data
• Alerts API - Set up automated alerts for operational metrics

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When to escalate

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Next steps

• Check the standard dashboard now to make sure your latest edit had the intended effect.
• Use Smart Analyst to analyze hundreds of conversations at once – its deep sampling capability surfaces patterns, failure reasons, and sentiment trends far faster than manual review.
• Set up health checks for proactive monitoring.
• Configure automated alerts for latency, errors, and call volume.