Analytics | Contact Center Quality dashboard

The Analytics | Contact Center Quality dashboard is the most comprehensive analytics quality dashboard in the Calabrio ONE Insights suite. It combines phrase detection, customer experience signals, first contact resolution (FCR) indicators, customer effort analysis, and agent coaching opportunity identification across six themed sheets. It is designed for organisations that want to move beyond evaluation scores alone and use conversation intelligence to drive quality and operational improvements.

This dashboard is designed for Analytics Specialists and Quality Managers who are using conversation intelligence to drive quality and operational improvement programmes. Operations Managers will find the Quality Overview and Customer Experience sheets useful for regular monitoring. The FCR and Customer Effort sheets are particularly relevant for operations teams running improvement initiatives around repeat calls and customer effort reduction.

Questions this dashboard helps answer:

Which phrase categories are most commonly detected and how are they trending?
What proportion of contacts show positive vs negative customer experience signals?
What are the top escalation, transfer, repeat effort, and service barrier phrases?
How many contacts show repeat call patterns, and what is the repeat call ratio?
How much silence, talkover, and hold activity is occurring in contacts?
Which agents have the most coaching opportunities based on phrase activity and evaluation scores?
Which specific contacts match selected phrase criteria for drill-down?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view Analytics data.
You must have access to the Contacts, All Phrase Usage, and Evaluations datasets.
Transcription, phrase detection, and phrase categories must be configured.
FCR phrase categories (Escalations, Transfers, Repeat Effort, Service Barriers) must be defined in the phrase taxonomy for the FCR sheet to be meaningful.

NOTE These phrase categories are preconfigured for customers who have Analytics.

Page location

Insights > Dashboards > Analytics | Contact Center Quality

Dashboard layout

The dashboard contains the following sheets:

Sheet	Description
Analytics \| Quality Overview	High-level view of phrase category activity. KPIs for Escalations, Transfers, negative and positive quality contacts, and a selected phrase category. Category and phrase frequency bar charts, sparkline trend lines, and a contacts-with-hits bar chart by week.
Analytics \| Customer Experience	A focused view of positive and negative CX phrase categories. Gauge charts for positive and negative CX contact proportions, trend charts, and category frequency bar charts. Use to understand the CX signal across the contact population.
Analytics \| First Contact Resolution	Tracks FCR indicators: escalations, transfers, repeat effort, service barriers, repeat callers, and FCR phrase hits. Includes trend charts, top phrases for each category, a repeat caller detail table, and a repeat calls trend chart.
Analytics \| Customer Effort	Detailed analysis of customer effort signals: silence events, talkover events, hold events, and phrase-based effort indicators (escalations, transfers, service barriers, repeat effort). Includes event detail tables.
Analytics \| Agent Coaching Opportunities	Combines evaluation scores with phrase activity to identify agents most in need of coaching. Shows lowest evaluation scores, % contacts with coaching opportunities, phrase category and phrase frequency, and a contact count by team.
Analytics \| Phrase Drill Down	A contact-level table filtered by selected phrase category and phrase. Use to surface specific contacts matching a phrase for evaluation or investigation.

Controls and filters

From / To (date pickers) — all working sheets

Sets the date range for all metrics. Apply first before interpreting any data.
Quality Overview Phrase Categories (drop-down) — Quality Overview sheet

Selects a phrase category to highlight in the Quality Overview KPI and sparkline.
Positive / Negative CX Phrase Categories (drop-downs) — Customer Experience sheet

Selects the phrase categories to use as positive and negative CX signals. Must be configured to your organisation’s phrase taxonomy.
Coaching Phrase Categories (drop-down) — Agent Coaching Opportunities sheet

Selects the phrase categories to use as coaching opportunity signals.
Direction (drop-down) — FCR sheet

Filters FCR analysis to inbound or outbound contacts.
Calling Number Min # of Digits / Exclude Calling Numbers (controls) — FCR sheet

Used to refine the repeat caller analysis. Set a minimum number of digits to exclude short or internal calling numbers, and enter specific numbers to exclude from the repeat caller calculation.
Group(s) / Team(s) / Agent(s) (drop-downs) — all working sheets

Standard hierarchical scope filters.
Phrase Category(ies) / Phrase(s) (drop-downs) — Phrase Drill Down sheet

Selects the phrase category and phrase to use for contact-level drill-down.

Procedures

Run a quality overview for the period

Set the From/To date range.
Navigate to the Quality Overview sheet.
Review the KPIs for Escalations, Transfers, and quality sentiment contacts.
Review the weekly bar chart and sparklines for trend direction.
Apply Group or Team filters to identify which areas are driving the metrics.

Analyse first contact resolution

Navigate to the FCR sheet.
Apply the Direction filter if focusing on inbound contacts.
Configure the Calling Number Min # of Digits to exclude short/internal numbers if needed.
Review the Repeat Call Ratio and the Contacts with FCR Phrase Hits KPIs.
Review the Top 5 Phrases for each FCR category.
Review the Repeat Caller Detail table for the highest-volume repeat callers.

Use this to:

Quantify the FCR failure rate and identify the primary failure types.
Build a targeted FCR improvement programme around the most common failure phrases.

Identify agents with coaching opportunities

Navigate to the Agent Coaching Opportunities sheet.
Select the Coaching Phrase Categories relevant to your coaching programme.
Apply a Team filter to focus on a specific team.
Review the % Contacts with Coaching Opportunities bar chart.
Review the Lowest Evaluation Scores by Contact table.
Navigate to the Phrase Drill Down sheet for specific contact lists.

Use this to:

Prioritise coaching effort based on a combination of phrase activity and evaluation evidence.
Identify agents who appear on both the phrase and evaluation-based indicators simultaneously.

Investigate customer effort signals

Navigate to the Customer Effort sheet.
Review the silence, talkover, and hold event trend charts.
Review the Top 5 Phrases for effort-related categories.
Review the event detail tables to identify contacts with extreme silence, talkover, or hold values.

Key metrics

Metric	Definition	How to use it
Sheet: Quality Overview
All Contacts w/ Escalations Hits (%)	Percentage of all contacts in scope where at least one escalation-category phrase was detected.	Monitor escalation trends over time. A rising % signals increasing customer frustration or agent difficulty managing complex interactions.
All Contacts w/ Transfers Hits (%)	Percentage of contacts with at least one transfer-category phrase detected.	High transfer rates alongside high escalation rates may indicate systematic routing or resolution issues.
All Contacts w/ Negative/Positive Quality (%)	Percentage of contacts with hits in the negative or positive quality phrase categories.	The primary quality sentiment indicators. Use the trend sparklines to assess direction week over week.
Sheet: Customer Experience
Positive / Negative CX Gauges	Gauge charts showing the proportion of contacts with hits in positive and negative CX phrase categories.	Use as headline CX health indicators. A rising negative CX gauge requires immediate investigation into what is driving the increase.
Sheet: FCR
Repeat Call Ratio	The ratio of contacts identified as repeat calls (same calling number within the analysis window) to total contacts.	A high repeat call ratio indicates contacts are not being resolved on first contact, driving unnecessary repeat demand and increased customer effort.
Contacts with FCR Phrase Hits	Count of contacts where a configured FCR category phrase was detected.	Track FCR phrase activity across escalations, transfers, repeat effort, and service barriers to understand which resolution failure types are most common.
Top 5 Phrases (by category)	The five most frequently detected phrases in each of the four FCR categories: Escalations, Transfers, Repeat Effort, and Service Barriers.	Identify the specific language patterns driving FCR failure. Use to build targeted coaching content around the most common failure phrases.
Sheet: Customer Effort
Silence / Talkover / Hold Events	Counts of silence events, talkover events, and hold events per contact, with trend charts.	These are acoustic indicators of customer effort and interaction friction. High silence or talkover rates may indicate agent confidence issues or difficult interactions.
Sheet: Agent Coaching Opportunities
% Contacts with Coaching Opportunities	Percentage of the agent’s contacts that had hits in the selected coaching phrase categories.	The primary coaching prioritisation metric. Agents with the highest % alongside the lowest evaluation scores are the highest priority for coaching intervention.
Lowest Evaluation Scores by Contact (table)	A ranked list of the lowest-scoring evaluated contacts for the selected scope.	Combine with % Contacts with Coaching Opportunities to build a targeted coaching agenda with both phrase-based and score-based evidence.

Data notes

Data is sourced from the Contacts, All Phrase Usage, and Evaluations datasets.
42 calculated fields support this dashboard, including phrase hit percentages, FCR phrase categories, CX signal fields, effort indicators, and period comparison fields.
FCR categories (Escalations, Transfers, Repeat Effort, Service Barriers) must be configured in your phrase taxonomy for the FCR sheet to be meaningful.
The Repeat Call Ratio calculation uses the calling number to identify repeat contacts within the selected date range. Configure the Min # of Digits and Exclude Numbers filters to exclude internal or short numbers from the calculation.
Silence, talkover, and hold event data is derived from acoustic analysis of contact recordings and requires the relevant analysis features to be enabled.