Overview

What is happening across every conversation for the period you choose.

Conversations

1,248

↑ 8.2% vs last Wed

Avg handling time

6m 42s

↓ 18s

ACW time saved

14h 20m

↑ 2h vs last Wed

Assist acceptance

68%

↑ 4.1%

Needs attention

Signals raised for today

View all alerts

18 conversations ended negative

9 voice, 6 chat, 3 email — mostly Order issues › Damaged in transit

Open

Quality dropped for 4 agents

Lowest: Nikhil R. at 61% — compliance disclosure missed on 5 calls

Open

2 automations failing

Salesforce case update — expired credentials, 34 failed runs

Open

7 conversations flagged as bots

Highest confidence 94% — synthetic speech and repeated fingerprints, excluded from quality

Open

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Quick summary

Volume is up 8.2% and handling time is down 18 seconds. Damaged-in-transit orders drove most of the negative endings, and quality slipped for four agents on disclosure wording.

Top categories

Where the volume came from

Order issuesVoice 248 · Chat 104 · Email 60	412	Drill
BillingVoice 121 · Chat 74 · Email 73	268	Drill
TechnicalChat 128 · Voice 52 · Email 24	204	Drill
Returns & refundsVoice 98 · Email 54 · Chat 34	186	Drill
Account & accessChat 96 · Voice 61 · Email 21	178	Drill

Quality watchlist

Agents whose score fell against target

Nikhil R.61%

↓ 12 pts · disclosure missed on 5 calls

Sara M.68%

↓ 7 pts · weak resolution confirmation

Dev P.72%

↓ 5 pts · long holds without update

Team average84%

Target 85%