Dashboard
Operational intelligence across call quality
30-Day Quality Trend
Team Performance by department
Top Coaching Opportunities
Failure-Rate Heat Map
Recent Critical Flags
Sentiment
Category Breakdown
Resolution Rate
Reports
Search and filter call analyses
| Date | Agent | Customer | Category | Score | Sentiment | Resolution | Summary |
|---|
Agent Analytics
Performance across all agents
Create New Agent
Flagged Calls
Calls carrying system flags. Only rows marked Needs review need human action — Phase 2 also records compliance and coaching flags on calls it auto-finalized.
| Date | Agent | Score | Status | Flag Reasons | Category | Summary |
|---|
QA Review Queue
Human QA reviews for AI-human alignment measurement
| Date | Agent | AI Score | AI Recommendation | Review Status | Calibration |
|---|
AI-Human Alignment
POC success criteria tracking
What is this?
This dashboard measures whether the AI evaluation system is accurate enough to trust. Before going to full production, the AI must meet the POC success thresholds defined in the 360 Payments QA Evaluation Framework (Section 10).
- The AI (Haiku/Sonnet) evaluates a call across 17 metrics using observation labels
- A human QA reviewer independently evaluates the same call using the review form on the call detail page
- This dashboard compares both evaluations and calculates agreement rates
Recommended: Review 20-30 calls (mark as calibration batch) before scaling to full volume. If metrics are green, the AI is ready. If red, prompts and thresholds need adjustment.
Analyze Calls
Upload audio files or paste a transcript to run QA analysis
Transcript
Paste a call transcript or upload a text file — no audio needed.
Drag & drop a text file here, or
Supports .txt, .csv, .log, .srt, .vtt
Single Call
Drag & drop an audio file here, or
Supports MP3, WAV, M4A, FLAC
Batch Upload
Drag & drop multiple audio files here, or
Select multiple files to process them all at once
Recent Jobs
| Submitted | Type | File | Rubric | Status | Result |
|---|
Rubric Profiles
Manage scoring rubrics used for call quality analysis
Create Rubric
Org Settings
Manage the call categories the AI classifies against, and the department roster your reporting is bucketed by
Call Categories
The AI picks one category per call from this list. Edit labels and descriptions to match your team's vocabulary — the descriptions are read by the AI, so the more specific the better.
| Label | Key | Description | Order | Active |
|---|
Departments
Who took the call. Every employee is assigned one on the Agents page; the dashboard's Team Performance and heat map are bucketed by it. Unlike categories, this list is never read by the AI. Deactivating a department keeps its history — assignments are preserved and it simply stops getting a column.
| Label | Key | Order | Active |
|---|
Admin Settings
Manage organizations and user access