Understanding Results
Understanding Results
Section titled “Understanding Results”Calls Analysis Results
Section titled “Calls Analysis Results”Calls Analysis results provide a qualitative evaluation of each call, including:
- Topics — Main subjects discussed during the call
- Agent Mistakes — Errors or protocol violations identified
- Missing Prompts — Required protocol steps the agent skipped
- Goal Reached — Whether the call objective was achieved, with explanation
Results are displayed in a structured view with categories and supporting quotes from the transcript.
COPC Evaluation Results
Section titled “COPC Evaluation Results”COPC Evaluation results are displayed in two tabs: Dashboard and Table.
Dashboard Tab
Section titled “Dashboard Tab”The Dashboard provides a high-level overview of evaluation results across all scored calls.
KPI Cards at the top show:
| Metric | Description |
|---|---|
| Total Calls | Number of calls evaluated |
| Average Score | Mean score percentage across all calls |
| Critical Errors | Count and percentage of calls with critical errors |
| Passing Rate | Percentage of calls scoring 80% or above without critical errors |
Score by Criterion — A bar chart showing the average score for each criterion across all calls. Each bar displays the average points and percentage achieved.
Score Range — Shows the minimum, average, and maximum scores across all evaluated calls.
Table Tab
Section titled “Table Tab”The Table view lists every evaluated call with columns for:
- File — Name of the call recording
- Score — Overall percentage score (color-coded)
- Critical — Whether a critical error was detected
- Topic — Main topic of the call
- Sentiment — Overall call sentiment (positive, neutral, or negative)
Expanding a row reveals the detailed criterion-by-criterion breakdown:
- Each criterion shows score achieved vs. maximum points
- A progress bar visualizes the score
- Justification — AI-generated explanation of why the score was assigned
- Quote — Direct excerpt from the transcript supporting the evaluation
- Critical error criteria are flagged with a warning icon
Score Color Coding
Section titled “Score Color Coding”Scores are color-coded throughout the results:
| Score Range | Color | Meaning |
|---|---|---|
| 80% – 100% | Green | Meets expectations |
| 60% – 79% | Yellow | Needs improvement |
| Below 60% | Red | Below standards |
| Critical error | Red | Automatic 0% — call fails regardless of other scores |
Critical Error Behavior
Section titled “Critical Error Behavior”When a call triggers a critical error:
- The criterion marked as critical received a score of 0
- The entire call score is set to 0%
- The call is flagged with a warning indicator in the results table
- The expanded detail shows which criterion triggered the failure
- The call counts toward the critical error statistics in the Dashboard
This ensures that non-negotiable quality requirements (e.g. identity verification, compliance disclosures) are strictly enforced.
Exporting Results
Section titled “Exporting Results”Select one or more completed analysis tasks and click Export:
- Word (.docx) — Formatted report with all scores and justifications
- Excel (.xlsx) — Structured data for further analysis and filtering
- PowerPoint (.pptx) — Presentation-ready slides with charts