Min 5 cases to qualify | Click any agent name to view their cases
Top 15Highest Full Resolution Rate
Bottom 15Lowest Full Resolution Rate
All Qualifying Agents - click any row to view cases
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Agent
Cases
Full Res
Partial
Unresolved
Full %
Unres %
Breakdown
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Team Lead Analysis
View:
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Team Lead Performance Snapshot
Total Cases
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Fully Resolved
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Partially Resolved
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Unresolved
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Top Lead
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||Data includes interactions over 10 minutes only
Lead Ranking - Full Resolution Rate
Channel Resolution Heatmap
Full resolution rate by team lead and channel
Strong (50%+)
Moderate (35-50%)
Needs Attention (<35%)
Click any lead to view their team breakdown
No lead data available
Upload a dashboard.json with lead data to view.
Coaching Priority
Agents ranked by coaching opportunity - unresolved cases first, then partial
How to Use This Tab
Find your name using the quick navigation bar at the top of your team's section and click to jump directly to your agents.
Start with Unresolved cases (Priority 1 - red). These interactions ended without any resolution and represent the highest-impact coaching opportunity. Before your next 1:1, open each case in LevelAI using the "Open in LevelAI" button and review where the resolution broke down.
Move to Partially Resolved cases (Priority 2 - amber). These agents are close - they engaged with the customer but did not fully close the issue. Identifying the specific moment the conversation stalled is the fastest path to improvement.
Set a coaching goal. Share the specific case numbers with your agent and discuss what a fully resolved version of that interaction would look like. Concrete examples from their own conversations are more effective than general guidance.
Return weekly to track improvement. Come back each Monday to see if previously coached agents have reduced their unresolved and partial counts. A declining count is a strong indicator that coaching is working.
Goal: Converting just 10% of an agent's partial interactions to fully resolved can meaningfully move your team's resolution rate. Focus on agents at the top of the list first - they represent the largest opportunity for improvement this week.
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Jump to Team Lead
No coaching data available
Select a period with available data to view coaching priorities.
Customer Touchpoint Themes
Top 5 contact themes by coaching opportunity
Theme Snapshot
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Total Interactions
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Top Opportunity
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Total Coaching Opps
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Partial + Unresolved across top 5
Highest Unresolved Theme
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No theme data available for this period
Theme data is generated during the weekly update. Upload new data to populate this tab.
QA Intelligence
Conversation quality signals from manual audits
About This Tab
What this tab shows: This tab surfaces conversation quality data from manual QA audits conducted in LevelAI. Unlike the resolution score (which measures outcome), QA data measures behavior — how agents are conducting themselves during interactions. A conversation can be scored Partial on resolution but still reflect excellent agent behavior, or vice versa.
Sentiment breakdown: Each audited conversation is rated Positive, Negative, or Neutral. A high negative rate signals agents who may need behavioral coaching even if their resolution numbers appear acceptable.
Negative moments vs. negative conversations: An agent can have a positive overall conversation rating but still trigger multiple negative moments (e.g., incorrect empathy language, failure to set expectations). High negative moment counts on otherwise-positive agents are a coaching refinement opportunity, not a crisis signal.
How to use it: Start with the Highest QA Risk table. Cross-reference agents who appear both here AND in the At-Risk banner on Agent Breakdown — those agents need immediate, multi-dimensional coaching. Use the Top Positive Moments agents as peer coaching models.
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Audits Conducted
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Positive Conversations
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Neutral Conversations
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Negative Conversations
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Total Negative Moments
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Across all audited agents
⚠ Highest QA Risk
Most negative moments
★ Top Positive Agents
Most positive moments — peer coaching models
All Audited Agents
Sorted by negative moments desc
No QA data available for this period
QA audit data will appear here once manual reviews are completed.
Executive Pulse
Org-level health at a glance — updated weekly
About This Tab
What this tab shows: A single-screen leadership summary designed for weekly ops reviews and leadership check-ins. No drill-down required — every metric here is a direct signal, not a table to interpret.
Resolution Trend: The org-wide full resolution percentage across all 7 weeks. Use this to answer: Is the operation improving over time? Flat or declining trends warrant a conversation about coaching investment and process gaps.
Channel Efficiency: Full resolution rate broken out by Call, Chat, and Email. Significant gaps between channels point to routing decisions or channel-specific training needs, not just individual agent performance.
Team Risk Signals: Leads whose team average has declined for 2 or more consecutive weeks. This is an early warning — act before it becomes a chronic underperformance pattern.
Theme Opportunity Cost: The estimated weekly contact reduction if Payroll Processing partial resolutions improved by 10%. Use this to frame coaching investment in business terms.
QA Pulse: Org-wide sentiment from manual audits. A rising negative rate alongside flat resolution scores is the clearest signal that a behavioral coaching initiative is needed.