Call Center Performance Metrics and KPIs

Performance dashboards track quality movement, average scores, and recurring issues across agents, teams, channels, and locations over time. Authorized managers can filter results by date range or team, view performance trends, export data to CSV files, and generate trend reports to compare outcomes across operational sites without manual spreadsheet tracking.

Yes. Teams can configure custom QA scorecards, rubrics, metrics, and weights to match internal standards. The platform supports automatic rubric selection and exemptions based on interaction rules, allowing contact centers, answering services, and specialized operations to evaluate interactions against criteria tailored to specific workflows or client agreements.

The platform analyzes and scores multiple communication channels, including phone calls, SMS messages, emails, documents, and chat transcripts. This omnichannel ingestion provides managers with unified visibility into agent performance, compliance risks, and quality metrics across all customer-facing touchpoints.

Traditional QA relies on supervisors manually reviewing a small random sample of calls, leaving the majority of interactions unchecked. Automated scoring reviews every interaction against established rubrics, delivering objective, metric-level explanations and consistent data across all customer conversations without adding manual reviewer overhead.

QA analytics identify recurring quality gaps and performance patterns across interactions. Supervisors can assign targeted improvement plans with metric targets and monitoring periods, review agent progress daily, and provide learning modules, quizzes, and roleplay exercises focused on areas where agents need support.

Yes. Performance signals, low scores, red flags, and call outcomes can trigger automated workflow actions via APIs and result webhooks. Quality updates and alerts can be pushed directly into external customer relationship management platforms, ticketing systems, internal dashboards, and supervisor channels.