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Using Your Dashboard

Your Profile dashboard is your personal coach—use it to understand your strengths and focus your development efforts. Track Progress: Check your dashboard regularly to see performance trends and celebrate improvements. Identify Patterns: Look for QA items you consistently miss and focus practice on those areas. Review Tough Calls: Use filters to find challenging calls and review what you could improve. Set Goals: Use your metrics to set personal improvement targets and track progress toward them.

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Accessing Your Profile

  1. Click Profile in the left navigation
  2. View your performance overview and call history

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Performance Metrics

Switch between Training and Live tabs to see specific metrics for each.
Top-Line Metrics:
  • Training Score: Your average score across all training simulations (0-100%)
  • Training AHT: Average time spent per simulation
  • Total Training Time: Cumulative time spent completing simulations
Performance Chart: Track your training scores over time to see improvement trends.

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Reviewing Call Records

Both Training and Live tabs display tables with your call history.
Use filters to focus on recent performance or identify calls where you want to review your approach.

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View Call Details

Click View on any record to open the QA details page for that specific call.
When you click View on a training simulation, you’ll see the full QA details page with:
Complete checklist with Pass/Fail statuses
  • Audio playback for all simulations
  • Screen recording for system simulations
Get immediate feedback to help you improve on your next call:
  • What you did well
  • Areas to focus on for improvement
  • Call summary and key moments
  • Full conversation with timestamps
  • Search keywords
  • Click timestamps to jump to that moment
  • Ask AI questions about your simulation
  • Get instant insights on your performance

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FAQ

By default, your dashboard filters call records to show only the last 2 weeks (excluding calls under 1 minute). If you’re not seeing the call record you’re searching for, double-check your filters at the top of your dashboard to ensure they’re correct. If you still can’t find your call, report the issue.Get help & report issues
Training simulations appear immediately after completion. Live call data appears in real-time after each call ends.
Scores are calculated automatically based on QA checklist completion. Review the QA details page to see exactly what was missed. Report it to your manager so they can flag the Reddy-generated score and update the record. Once your manager flags the issue, your updated score will automatically be reflected in your dashboard.