Performance Insights helps quality managers and supervisors analyze agent communication quality and behavioral trends over time.
It combines key agent metrics such as empathy, crutch word usage, evaluation scores, sentiment, and playbook adherence into a single dashboard to support trend analysis, coaching, and performance improvement.
The dashboard supports Both, Inbound, and Outbound contact direction filters. When applied, all metrics, charts, and adherence data update to reflect only the selected interaction type.
Enable Conversational Intelligence in Settings to access Performance Insights, agent insights, and conversation-level analytics.
| Use Case | How It Helps |
|---|
| Trend Monitoring | Tracks agent communication quality and behavior over time. |
| Coaching Support | Identifies improvement areas for targeted coaching. |
| Metric Correlation | Connects agent behavior with customer outcomes such as CSAT and sentiment. |
| Directional Analysis | Compares performance across inbound and outbound interactions. |
| Script Compliance | Measures adherence to predefined playbooks and workflows. |
Key Capabilities
- Agent Efficacy Analysis: Monitor empathy, crutch word usage, and evaluation scores.
- Trend Visualization: Track performance changes over selected time periods.
- Directional Filtering: Analyze Both, Inbound, or Outbound interactions.
- Correlation Insights: Compare agent metrics with customer experience indicators.
- Playbook Adherence Monitoring: Measure script and workflow compliance.
- Coaching Insights: Identify high performers and improvement opportunities.
Filters
Use filters to refine dashboard data by time period, channel, and interaction direction.
Date Range
Select a time range to analyze performance trends.
| Option | Description |
|---|
| Last 7 Days | Default view for short-term analysis |
| Last 28 Days | Weekly trend review |
| Last 30 Days | Monthly comparison |
| Last 90 Days | Long-term trend analysis |
| Custom Range | Select a custom date and time range |
| Option | Description |
|---|
| Both | Includes inbound and outbound interactions |
| Inbound | Customer-initiated interactions only |
| Outbound | Agent-initiated interactions only |
- Agent Efficacy
- Agent Performance Monitor
- Playbook Adherence
Agent Occupancy displays aggregated data across all channels and is not affected by the direction filter.
Agent Efficacy
Agent Efficacy widgets summarize communication quality metrics and compare trends with the previous period.
Empathy Score
Measures how effectively agents respond to customer emotions.
How it works
- Identifies empathy-seeking customer utterances
- Evaluates whether agent responses demonstrate empathy
- Calculates a score based on appropriate responses
| Field | Description |
|---|
| Average Score | Average empathy score for the selected period |
| Trend % | Change compared to previous period |
| Arrow Indicator | Up = improvement, Down = decline |
Crutch Word Score
Measures how often agents use filler or crutch words during conversations.
Common examples include:
um, uh, like, you know, so, basically
Why it matters
- Reduces professionalism
- Indicates uncertainty
- Slows conversation flow
- Impacts customer confidence
| Field | Description |
|---|
| Average Score | Average usage score |
| Trend % | Period-over-period comparison |
| Arrow Indicator | Up = increased usage, Down = reduced usage |
The Agent Performance Monitor helps supervisors analyze metric relationships, trends, and coaching opportunities.
Metrics
| Axis | Metrics |
|---|
| Agent Metrics | Empathy Score, Crutch Word Score, Kore Evaluation Score |
| Customer Metrics | CSAT Score, Sentiment Score |
Visualization
| Element | Description |
|---|
| Chart Type | Time-series graph |
| X-axis | Selected date range |
| Y-axis | Selected metric scores |
| Checkboxes | Enable or disable metrics |
How to use
- Select one or more metrics
- Compare trends over time
- Analyze correlations
- Identify coaching opportunities
Insight patterns
| Pattern | Meaning | Recommended Action |
|---|
| High Empathy + High CSAT | Positive customer impact | Replicate best practices |
| High Crutch Words + Low CSAT | Poor communication quality | Coaching required |
| Top-right quadrant | High performers | Benchmark agents |
| Bottom-left quadrant | Needs improvement | Targeted coaching |
Playbook Adherence
Playbook Adherence tracks how consistently agents follow predefined workflows and scripted steps.
It helps supervisors monitor compliance and identify coaching gaps.
| Element | Description |
|---|
| Bar Graph | Compliance percentage by step |
| Trend Comparison | Comparison with previous period |
Default Adherence Parameters
If no Agent AI playbooks are configured, adherence is measured using default conversation etiquette.
| Parameter | Example |
|---|
| Greeting | Opening statement |
| Branding | Brand acknowledgment |
| Privacy Policy | Recording disclaimer |
| Hold Etiquette | Hold permission statement |
| Customer Verification | Identity verification |
| Proper Sign-Off | Closing statement |
Custom Playbook Selection
Use the Playbook dropdown to select a configured Agent AI playbook.
The dashboard then displays adherence for the selected playbook steps and stages.
Administrators can configure playbooks in Agent AI.
Learn more
Displayed only when at least one playbook exists; otherwise, empty states appear if no playbooks or stages are configured.
For customer experience analysis, see CX Insights. 