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Agent details

Agent Details turns an individual agent's processed calls into a scorecard for the selected period. It is available as part of the Intelligence module.

Header and filters​

The page identifies the agent and applies the chosen date range to every card. Results reflect calls attributed to that agent whose analytics are available in the period.

Snapshot​

Headline tiles summarize measures such as:

  • average analytics score;
  • total analyzed calls;
  • positive or negative sentiment share;
  • opportunity, risk, resolution, or follow-up indicators appropriate to the analysis profile.

Averages use calls that contain the underlying measure. Missing analytics are not silently converted into zero scores.

Performance breakdown​

The radar chart normalizes several analysis dimensions to a common scale so strengths and gaps can be compared visually. Labels differ by profile:

  • Sales emphasizes discovery, objections, value, process, relationships, and outcomes.
  • Customer Support emphasizes issue understanding, resolution, communication, effort, follow-up, and retention.

Use the chart for relative patterns, then open supporting calls before drawing conclusions about one dimension.

Strengths and improvement areas​

These lists aggregate qualitative observations from analyzed calls. Repeated themes are more meaningful than an isolated phrase from a single conversation.

Sentiment, emotion, and topics​

Distribution cards show how often classifications occur in the selected call set. Percentages can change significantly when the period contains few calls, so consider the call count alongside the percentage.

Call history​

The history table links aggregate results back to individual conversations. Use it to validate scores, inspect transcript evidence, and distinguish a recurring pattern from an unusual call.

Sales profile​

Additional cards can show business impact, opportunity quality, buying signals, objections, next steps, and other sales-oriented outcomes.

Customer Support profile​

Additional cards can show issue categories, urgency, resolution, required follow-up, retention risk, and improvement themes.

API access​

Retrieve the same agent-level period through:

GET /api/v1/intelligence/id?id={agentId}&from={date}&to={date}

See the Intelligence module for attribution and collection filtering.

Interpretation guidance​

  • Compare similar roles and call types.
  • Use a representative date range.
  • Review source calls before using a score for coaching or evaluation.
  • Treat absent measures as unavailable, not as poor performance.
  • Remember that transcript and speaker-separation quality affect every derived result.