Performance Dashboard

Overview

Previously, teams had no built-in way to see how agents were performing across training sessions — they had to export the skills breakdown CSV and analyze it separately, in external tools or manual spreadsheets. The Performance Dashboard brings this analysis directly into the platform.

The dashboard includes:

• An Account view with total active users, license seats used vs. total, and total voice minutes — filterable by date range
• Program-level tracking of assigned vs. completed scenarios and completed sessions
• A Team Performance view filterable by date range, scenario type, and agent
• Average score and score distribution across sessions
• The top 3 highest- and lowest-scoring skills, to highlight strengths and gaps
• Score breakdowns by category and by individual skill
• Total session time and hold time
• A per-agent breakdown of average score and assigned vs. completed sessions
  

How It Works

1. The user logs in with an admin account.
2. On the sidebar, the user clicks Report Dashboard.
3. The user lands on the Account view, showing overall usage: active users, license seats used vs. total, and total voice minutes.
   1. This view can be filtered by date range.
4. The user switches to the Team Performance view to review scores.
   1. This view can be filtered by date range, scenario type, and agent.
   2. It shows average score, score distribution, top/bottom performing skills, category and skill breakdowns, total session time, and hold time.
5. The user can drill into the per-agent breakdown to see each agent's average score alongside their assigned vs. completed sessions.