Good morning, John!
Tuesday, June 15, 2023
Avg. Sentiment Score
8.5/10
Resolution Rate
92%
Silence Duration
1.2 min
Talk Ratio
42:58
Performance Trend
Recent Call Recordings
| Date & Time | Call ID | Duration | Sentiment | Purpose | Actions |
|---|---|---|---|---|---|
|
Jun 15, 2023
10:23 AM
|
#CR-2356 | 08:45 | Positive | Product Support | |
|
Jun 14, 2023
03:17 PM
|
#CR-2352 | 12:03 | Neutral | Billing Issue | |
|
Jun 14, 2023
11:42 AM
|
#CR-2349 | 05:30 | Negative | Complaint | |
|
Jun 13, 2023
02:35 PM
|
#CR-2346 | 07:12 | Positive | Technical Support |
Team Leaderboard
Sarah Johnson
94Alex Chen
91David Kim
89You (John Smith)
87Emma Wilson
84You're 8 points away from top 3!
Daily Tasks
-
Focus on reducing negative sentiment
Your negative sentiment score has increased by 5% this week.
-
Increase resolution rate
Try to resolve more calls on first contact to improve efficiency.
-
Avoid overtalking
Let customers speak more. Your talk ratio is slightly high.
Parameter Breakdown
My Calls
Review and analyze your call recordings
Total Calls This Month
127
Average Call Duration
8m 12s
Overall Sentiment Score
8.4/10
Filters
Call Recordings
| Date & Time | Call ID | Customer | Duration | Sentiment | Purpose | Actions |
|---|---|---|---|---|---|---|
|
Jun 15, 2023
10:23 AM
|
#CR-2356 |
Robert Anderson
robert.a@example.com
|
08:45 | Positive (8.7) | Product Support |
|
|
Jun 14, 2023
03:17 PM
|
#CR-2352 |
Jennifer Lopez
j.lopez@example.com
|
12:03 | Neutral (6.5) | Billing Issue |
|
|
Jun 14, 2023
11:42 AM
|
#CR-2349 |
Michael Chen
m.chen@example.com
|
05:30 | Negative (4.2) | Complaint |
|
|
Jun 13, 2023
02:35 PM
|
#CR-2346 |
Sarah Williams
s.williams@example.com
|
07:12 | Positive (9.1) | Technical Support |
|
|
Jun 13, 2023
10:15 AM
|
#CR-2343 |
David Johnson
d.johnson@example.com
|
06:45 | Positive (8.3) | Inquiry |
|
Showing 1 to 5 of 127 results
My KPIs
Track and improve your key performance indicators
Overall Performance Score
Based on 127 calls in the last 7 days
Avg. Sentiment Score
8.3/10
Talk Ratio
42:58
Resolution Rate
91%
Avg. Silence Duration
1.4 min
Performance Trend
Parameter Scorecard
Skills Analysis
Your skills distribution shows strengths in Technical Knowledge and Communication.
Improvement Opportunities
Reduce Silence Duration
Your average silence duration has increased by 0.2 min. Try to minimize hold times and have information ready.
Improve Tone & Manner
Your tone score is 7.8/10, which is below your average in other parameters. Focus on voice modulation and enthusiasm.
Enhance Product Knowledge
Take advantage of new product training resources to improve your confidence and reduce callbacks.
Daily Tasks
Your personalized improvement plan for today
Your Progress
Today's Remaining Tasks
Your silence duration has increased by 0.2 min this week. Review the recommended techniques to minimize silence during calls.
Your tone score is below average for technical support calls. Complete the tone modulation exercise with 3 example scenarios.
New product features were released yesterday. Take the knowledge quiz to ensure you're up to date with the latest information.
Completed Tasks
Review Customer Feedback Patterns
Analyze recurring themes in customer feedback from the past week to identify improvement areas.
Listen to Model Call Recordings
Listen to 2 model calls that demonstrate excellent handling of difficult customer situations.
Practice Empathetic Responses
Complete the empathy response exercise with 5 challenging customer scenarios.
Weekly Progress
Current Streak
Keep it up for rewards!
Focus Areas
Tone Consistency
Needs immediate attention. Your tone score varies significantly across different call types.
Silence Duration
Average silence duration is trending upward. Focus on minimizing hold times.
Empathy Score
Great improvement! Your empathy score has increased by 15% this month.
Leaderboard
See how your performance compares with your teammates
Top Performers
Sarah J.
Alex C.
David K.
Team Rankings
| Rank | Agent |
Overall Score
|
Sentiment | Resolution Rate | CSAT | Trend |
|---|---|---|---|---|---|---|
| 1 |
Alex Chen
Technical Support
|
96
|
9.2/10
|
94%
|
4.8/5
|
|
| 2 |
Sarah Johnson
Customer Support
|
93
|
9.0/10
|
92%
|
4.7/5
|
|
| 3 |
David Kim
Technical Support
|
88
|
8.5/10
|
89%
|
4.5/5
|
|
| 4 |
John Smith (You)
Customer Support
|
87
|
8.3/10
|
87%
|
4.4/5
|
|
| 5 |
Emma Wilson
Customer Support
|
84
|
8.2/10
|
85%
|
4.2/5
|
|
| 6 |
Michael Brown
Technical Support
|
81
|
7.9/10
|
83%
|
4.0/5
|
Showing 6 of 18 team members
Your Position
Areas for Improvement
Top performers average 9.0+
Top performers average 92%+
Top performers average 7m 30s
Your Achievements
You're close to unlocking the Customer Champion badge! Improve your CSAT score to 4.5+ to earn this achievement.