Find the calls worth listening to
The point of scoring every call is not the average. It is being able to find the outliers fast — the agent who slipped this month, the parameter the whole floor fails, the handful of calls that went badly wrong.
The numbers a supervisor opens with
Total calls, average score, dead calls and fatal incidents as headline figures for whatever slice you have selected. Underneath, a score trend over time and a score distribution that buckets calls so outliers are visible rather than averaged away.
Drill from category to parameter
All ten scoring categories side by side, then into any one of them to see per-parameter pass and fail counts with pass rates. That is how you find a systemic problem — a parameter the entire floor fails is a training or scorecard issue, not an agent issue.
Agent leaderboard
Agents ranked by score, paginated for large floors. Combined with the date filter it answers the two questions asked most often: who needs coaching this month, and who has improved since last.
Filter everything the same way
Every view filters by agent, by department and by date — preset ranges from today through to last year, or an explicit from-and-to range. Custom parameters get their own insights view showing outcomes and pass rates across the filtered set.
Bot and human, measured separately
AI voice-bot calls are segmented from human calls across analytics, so a floor running both sees each against its own criteria rather than one polluting the other's averages.
Export for calibration and disputes
Any individual scorecard downloads as a branded PDF or CSV. Bulk export covers a date range filtered by agent and department, either as a ZIP of PDFs or a CSV that can include every sub-parameter column — which is what calibration sessions and customer disputes actually need. Teams that want to go further get an embedded business-intelligence workspace with Agent Analysis and Parameter Scoring workbooks.
Questions
Frequently asked
Can we filter analytics by agent, team and date?
Yes. Every analytics view filters by agent, by department and by date, using preset ranges from today through to last year or an explicit from-and-to range.
Does Xperia show an agent leaderboard?
Yes. Agents are ranked by average score, paginated for large floors, and combined with date filtering to show both current standing and change over the period.
Can we export call scores in bulk?
Yes. Individual scorecards export as branded PDF or CSV, and bulk export covers a date range filtered by agent and department — either as a ZIP of PDFs or as a CSV that can include every sub-parameter column.
How do we find calls that went badly wrong?
Fatal incidents and dead calls are headline figures on the dashboard, and call history can be filtered to show fatal calls only, so zero-tolerance breaches surface without listening through the queue.
Can we tell whether a low score is the agent or the scorecard?
Yes. Drilling from a category into its parameters shows pass and fail rates across the whole filtered set, so a parameter that nearly every agent fails reads as a training or scorecard problem rather than an individual one.
Related
Agent Reports & Coaching
Xperia generates a branded monthly performance report for every agent — strengths, focus areas, parameter breakdown, month-over-month movement and a written coaching plan — and emails it automatically.
AI Assistant
Xperia's AI Assistant answers natural-language questions about your calls, agents and quality scores, returning tables and summaries instead of dashboards to navigate.
Try it on your own calls
Every account starts with $3 of free credit — around 75 minutes of call analysis. No card required.
Start Free