Summary Tab

The Summary tab provides a high-level operational overview of agent performance during the selected period. It combines aggregate metrics, visualisations, behavioural analysis, capability scoring, and per-agent operational breakdowns.

At the top of the page, several filters can be used to refine the analysis. Teams can analyse recent operational windows such as the last 7 days, broader review periods such as the last 30 days, or fully custom date ranges. Additional filters allow teams to focus on specific agents, teams, quality thresholds, or saved custom filters.

Agent Capability Radar

The Agent Capability Radar visualises how agents perform across several behavioural and operational dimensions. The radar helps teams quickly identify strengths, weaknesses, and behavioural imbalances across both human and AI agents.

Volume vs. Quality

The Volume vs. Quality chart helps teams identify operational patterns across agents and bots. The chart uses conversation volume on the X-axis and performance score on the Y-axis to help organisations understand how scale impacts quality.

Agents are grouped into operational categories such as Stars, Specialists, Investigate, and Scaling Problem. High-performing agents handling large volumes may appear as Stars, while agents or bots experiencing quality degradation under scale pressure may appear in the Scaling Problem category.

This visualisation is particularly useful for identifying coaching opportunities, automation weaknesses, staffing risks, or operational bottlenecks.

Agents At A Glance

The Agents At A Glance table provides a detailed operational breakdown for each agent. The table includes metrics such as overall performance score, assessed conversation volume, overrides, inconsistencies, corrections, capability gaps, negative customer progression, negative relationship impact, unnecessary customer effort, and customer repetitions.

Many values within the table are clickable and open deeper investigation views. These drill-downs allow teams to inspect the underlying conversations contributing to each metric and understand the behavioural patterns driving operational outcomes.

Agent Capabilities Table

The Agent Capabilities table provides a deeper behavioural and capability breakdown for each agent. It includes capability dimensions such as Skill Shown, Skill Gap, Knowledge, Interpersonal behaviour, Sensitivity, Resolution capability, and Relationship impact.

This view is useful for coaching programs, QA reviews, AI prompt optimisation, training prioritisation, and workforce planning. Teams can use the table to identify which operational capabilities require improvement and which agents consistently demonstrate strong performance.