3.1. AI Insight
3.1.1. Agent Summary
Path: WORK › AI Insight › Agent Summary · Who: Agent, Supervisor, Admin (tab depends on role)
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Agent Summary gives AI-generated performance summaries at org, team, or agent level — weak checks, coaching priorities, and who needs attention — without opening interactions one by one. It is the default landing page after sign-in (2.3 Landing page).
Use it alongside QP Insight (the Quality Profile lens, 3.4) and the Analysis List (the interaction lens, 3.1).
Period filter: Yesterday, Last Week, or Last Month.
Org Insights (Admin) — organization-wide view. Typical sections:
- Highlight cards (for example, previous-period focus, org priority, and strengths).
- Metrics such as org average score, active agents, calls analyzed, and agents above or below average.
- Score distribution across score bands.
- Top performers and lowest performers tables.
- Org-wide weak KPIs — expandable rows with coaching guidance (for example, "Do this week").
- Agents who need attention — bottom performers with a minimum number of scored calls.
Team Insights (Supervisor) — the same pattern as Org Insights, scoped to the supervisor's team: team priority and strength cards, team metrics, score distribution, and top and lowest performers.
Agent Insights (Agent) — a personal view for the signed-in agent. Supervisors and Admins can open a specific agent from the picker where available. Typical sections:
- Highlight cards (previous-period focus, today's priority, strengths).
- Personal metrics (average score vs team, rank, calls handled, customer mood, professionalism).
- Areas to improve — expandable rows with what the check means, highlights from calls, and copyable "Say this on your next call" coaching lines.
- Score trend chart for the selected period.
Feature hub
- AI-generated content: The page shows "AI-generated summary. May contain errors." Treat coaching as guidance and verify in the Analysis List when needed.
- Read-only: This page does not change Quality Profiles, Assignment Rules, or historical scores.
Tasks
Review coaching priorities for a period
- Go to WORK › AI Insight › Agent Summary (or sign in — it opens here).
- Choose the period: Yesterday, Last Week, or Last Month.
- Review your scope: the data is automatically scoped to you — Admins see Org Insights, Supervisors see Team Insights, and Agents see their own Agent Insights.
- Expand weak-KPI or "Areas to improve" rows to read the coaching guidance.
- To check the evidence, open the relevant calls in 3.1 Analysis List.
3.1.2. AI Insight — QP Insight
Path: WORK › AI Insight › QP Insight · Who: Agent, Supervisor, Admin
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QP Insight compares Quality Profile performance across your portfolio, then lets you drill into one profile for AI coaching — coverage, score trends, weak and top KPIs, and priority insights. On screen: Compare quality profiles portfolio-wide, or drill into one profile at a time.
Period filter: Yesterday, Last Week, or Last Month. You can rate the AI summary with thumbs up or down.
Portfolio tab
Card | Meaning |
|---|---|
Total Unique Interactions | Distinct calls matched to at least one Quality Profile in the period. |
Total Analyses | Sum of every profile evaluation. Can exceed unique interactions when one call is scored by multiple profiles. |
Portfolio Avg Score | Average score across Quality Profiles. |
- Interactions Distribution: Table of Quality Profiles with calls, share of unique interactions, and average score, plus an AI insight summarizing the volume mix (for example, which profile drives the most analyses).
- Score Distribution: Bands showing how many profiles fall into each score range (for example, 60–80%, 80–100%), with an AI insight summarizing the mix.
- QP Health: A card per Quality Profile with overall score, period trend (pp), evaluation volume, KPI count, Weak KPI, and Top KPI. Use it to spot underperforming or high-volume scorecards quickly.
- Portfolio Insights: Expandable AI findings across profiles (often tagged High Priority) — cross-profile patterns from health, volume mix, and score bands.
By Profile tab — one profile at a time. See Drill into one Quality Profile.
Feature hub
- AI-generated content: The page shows "AI-generated summary. May contain errors."
- Read-only: This page does not change Quality Profiles or Assignment Rules.
- Most useful with Smart Assignment: When Smart Assignment routes traffic across many profiles, the Portfolio distribution makes unused or overloaded scorecards visible.
Tasks
Drill into one Quality Profile
- Go to WORK › AI Insight › QP Insight and open the By Profile tab.
- Select a Quality Profile from the picker.
- Review Analyses (This Profile) — the count and share of total portfolio analyses.
- Review Profile Avg Score and its period trend.
- Use the Score Trend chart (daily averages for the recent window).
- Open Profile Insights — severity-tagged items such as High Priority or Observation.
- Read Coaching Insights — AI-generated coaching guidance for that profile and period.