Call QA Overview Tab
High-level view of your cohort’s performance with interactive charts and summary KPIs.Summary Metrics
Top Questions from Users
A table showing the most frequently asked questions grouped by similarity, along with resolution rates. AI QA intelligently groups similar questions — for example, “What are your office hours?” and “What time do you open?” are grouped together.Detailed Calls Tab
Table of all analyzed calls with sortable columns and per-call metrics.Calls Table Columns
Call ID · Eval · Call Start Time · Call Length · LLM Hallucination Rate · KB Recall · Transition Accuracy · User Positive Sentiment Rate · Latency P50 · Interruption Count · WER · Tool Call Accuracy · Natural Tonality Rate Sort: Click any column header.Filter: Click the Filter button to apply date ranges, score thresholds, etc.
Per-call actions: Use the ⋯ menu to rerun QA or delete a call from the cohort.
Call-Level QA Sheet
Click any row to open the Call QA Sheet for detailed diagnostics.QA Result Overview
- Overall Score — Pass/Fail status with numerical score
- Passed Metrics — shown with green checkmarks
- Failed Metrics — shown with orange warning triangles
Calibrate Call QA
Manually override automatic metric evaluations:- Mark a passed metric as failed
- Mark a failed metric as passed
- Add custom notes to document your reasoning
Transcript and Errors
- Full call transcript
- Specific transcription mistakes with corrections
- Visual error highlights showing where mistakes occurred
Low scores or high failure rates may indicate systemic issues with your agent configuration, prompts, or knowledge base. Review multiple failed calls to identify patterns before making changes.