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CX Dashboard

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Home

A collection of your top metrics.


Connected to Your AI Contact Center

Detect

Surface abnormalities and early signals across operations.

Call Volume

Avg / Day
5,257
WoW Change
12%

Average Handle Time

Avg Time
27m 0s
WoW Change
+3%
Total Calls
35,000
+8.0% vs prior
Average Duration
27m 0s
+3.0% vs prior
Abandoned Calls
1,100
+5.0% vs prior
Escalations
980
+9.0% vs prior
FCR
68%
+2.0% vs prior
Repeat Rate
14%
-2.0% vs prior
CSAT
4.4
+1.0% vs prior
NPS
46
+4.0% vs prior

Analyze

Use transcript signals to explain what changed and why.

Investigate

AI investigate any anomalies around chosen metrics and time range.

Investigate the change in from to

Top Topics

Most common intents for the week.

Top Resolutions

Most common actions taken to resolve issues.

Calls Resolved
88%
WoW Change
+2%
Reset learning portal access
24%
Send assessment link
19%
Clarify financing eligibility
16%
Update enrollment status
14%
Escalate to career services
9%

Frustrated Customers at Risk

Highest frustration scores with summaries for QA follow-up.

Size

Quantify impact in time, sentiment, and cost.

Cost Impact

Estimate

Incremental costs from increased handle times due to incident.

Weekly Impact
BPO: $0.95/min
$27,493
Increase in total handle time × BPO $/min = increase in cost
(28,940 min) × ($0.95) = $27,493
Impact Per Call
BPO: $0.95/min
$0.75
Increase in handle time per call × BPO $/min = increase per call
(0.79 min) × ($0.95) = $0.75

NPS / CSAT Impact

This week vs prior

Customer satisfaction signals aligned to operational changes.

CSAT
4.4
Increase 1%
out of 5
NPS
46
Increase 4%
out of 100
Average Wait Time
2m 20s
Increase 12%
vs last week

Sentiment

Avg Score
83/100
WoW Change
+1%

Miscellaneous

Supporting views and extra modules.

Conversation Flow Funnel

Caller retention through each stage of your preconfigured conversation flow.

Note

in User Info Collection.
Prioritise prompt tweaks or agent coaching here to improve conversion.

Compliance Misses

2

Policy or script adherence gaps detected for follow-up.

Escalations

Week-over-week escalations and drivers.

This week
18
Trend vs prior
-12.0% vs prior
Top Reasons
  • Assessment Submission Errors 7
  • Billing Entitlement Sync 6
  • 2FA Deliverability 4

Add Custom Metric

Define a question to evaluate per call and how to visualize it.

Preview
Enter a question and choose a metric type to preview.

Edge

Frontier CX for Voice AI

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