Overview
The QA Results dashboard provides comprehensive insights into your call quality through two main views: Call QA Overview for high-level trends and metrics, and Detailed Calls for individual call analysis. You can drill down into specific calls to review detailed QA diagnostics, errors, and transcripts.Accessing QA Results
After creating a QA cohort and running analysis, navigate to your cohort to view the results. The dashboard displays:- Summary metrics across all analyzed calls
- Trend charts showing performance over time
- Individual call records with detailed evaluation scores
- Call-level QA sheets with transcript analysis and error details
Call QA Overview Tab
The Call QA Overview tab provides a high-level view of your cohort’s performance with interactive charts and summary metrics.Summary Metrics
The top section displays key performance indicators (KPIs) in a grid layout:- Calls Analyzed: Total number of calls analyzed in the cohort
- Average Score: Overall quality score based on your resolution criteria
- Call Resolution Rate: Percentage of calls successfully resolved
- Transfer Success Rate: Percentage of calls that were successfully transferred to another agent or system
- Transfer Wait Time: Average time users wait before a transfer is completed
- Average Latency: Mean response time across all calls
- LLM Hallucination Rate: Percentage of calls with AI-generated inaccuracies
- KB Recall: Knowledge base retrieval effectiveness
- Negative Sentiment Rate: Percentage of interactions with negative sentiment
- WER (Word Error Rate): Transcription accuracy
- Avg. Interruptions: Average number of user interruptions per call
- Tool Call Accuracy: Rate of correct tool/function invocations
- Transition Accuracy: Accuracy of conversation flow transitions
- Agent Natural Tonality Rate: Percentage of natural-sounding agent speech
- Agent Positive Sentiment Rate: Percentage of agent responses with positive sentiment
- Avg Custom Tool Latency: Average time taken for custom tools to execute and return results
- Custom Tool Success Rate: Percentage of custom tool calls that completed successfully
Top Questions from Users
The dashboard includes a table showing the most frequently asked questions by users, along with resolution rates:
Detailed Calls Tab
The Detailed Calls tab provides a comprehensive table of all analyzed calls with sortable columns and detailed metrics for each call.
Calls Table
The table displays the following information for each call:- Call ID
- Eval
- Call Start Time
- Call Length
- LLM Hallucination Rate
- KB Recall
- Transition Accuracy
- User Positive Sentiment Rate
- Latency P50
- Interruption Count
- WER
- Tool Call Accuracy
- Natural Tonality Rate
Sorting and Filtering
- Sort columns: Click any column header to sort by that metric
- Filter calls: Use the Filter button to apply date ranges, score thresholds, etc
Use the ellipsis menu (⋯) in the Action column to:
- Rerun QA for a call
- Delete a call from QA
Call-Level QA Sheet
Clicking on any row in the Detailed Calls table opens a Call QA Sheet that provides comprehensive diagnostics for that specific call.QA Result Overview
The QA sheet displays:- Overall Score: Pass/Fail status with numerical score
- Passed Metrics: Metrics that met the defined thresholds (shown with green checkmarks)
- Failed Metrics: Metrics that didn’t meet thresholds (shown with orange warning triangles)
Calibrate Call QA
You can calibrate individual call QA results by manually adjusting metric evaluations:- Mark passed metrics as failed: Override automatic evaluation if a metric should have failed
- Mark failed metrics as passed: Override automatic evaluation if a metric should have passed
Transcript and Errors
The QA sheet provides access to:- Full call transcript: Complete conversation between user and agent
- Transcript errors: Specific transcription mistakes with corrections
- Error highlights: Visual indicators showing where errors occurred
