After analyzing your calls, you can drill down into individual evaluations to see detailed performance breakdowns, specific scores, and coaching insights. This guide shows you how to access and navigate call-level details.

Accessing Individual Call Breakdowns #

Step 1: Navigate to Your Evaluation Results #

1. Go to Projects and select the project containing your analyzed calls
2. View the dashboard used (displayed by default in the left-navigation section)
3. You’ll see an overview of call performance with scores for each agent or call

Step 2: Click to View Call Details #

From the dasboard view:

• Click on any score in the grid to view that specific call’s breakdown
• Click on the agent/tutor name to view their scorecard with all evaluations
• Click on individual comments or evaluation metrics to drill down further

Step 3: Review the Call Breakdown #

Once you click through, you’ll see:

Performance Scores

• Overall evaluation score
• Breakdown by criteria (e.g., empathy, compliance, product knowledge)

Detailed Assessment

• Specific evaluation results for each criterion
• Evidence and observations from the call

Coaching Tips

• AI-generated coaching recommendations based on the evaluation
• Specific areas for improvement
• Actionable next steps to enhance performance

What You Can Do with Call Breakdowns #

Review Performance #

• Understand exactly how each criterion was scored
• Identify specific strengths and improvement areas
• Compare performance across different calls

Support Coaching Conversations #

• Share specific call examples with agents
• Use detailed breakdowns to provide targeted feedback
• Reference coaching tips during one-on-one sessions

Track Improvement Over Time #

• Compare individual call breakdowns across dates
• Monitor progress on specific criteria
• Identify patterns in performance trends

Quality Assurance #

• Verify evaluation accuracy
• Spot-check AI-generated assessments
• Ensure consistent scoring standards

Tips for Effective Call Review #

Focus on Patterns, Not Just Individual Calls

• Look for recurring strengths or gaps across multiple breakdowns
• Use patterns to inform coaching priorities

Use Coaching Tips as Starting Points

• Review AI-generated coaching recommendations
• Customize feedback based on your knowledge of the agent
• Add context specific to your team or organization

Share Insights with Agents

• Use call breakdowns during performance reviews
• Provide specific examples rather than general feedback
• Celebrate wins and strong performances

Document Key Learnings

• Note exceptional calls for training examples
• Identify calls that represent common challenges
• Build a library of coaching scenarios