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Accessing Agent Profile

1

Select Agent

Click the agent’s name (purple text) in any table view—main dashboard or Employees table.
2

Open Side Panel

The agent panel appears on the left showing summary information.
3

View Full Profile

Click “See Full Profile” at the bottom of the panel.

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Performance Overview

Key Metrics:
  • Training Score: Average compliance score across simulations
  • Training AHT: Average handle time per simulation
  • Total Training Time: Cumulative time spent in training
Performance Chart: Line graph showing training scores over time to track improvement trends.Simulations Table: View individual simulation records with:
  • Timestamp
  • Score percentage
  • Duration
  • Product
  • Training type
  • Simulation type (Systems, Script, Mini)
Click View to open the QA details page for that specific simulation.View call records guideAssign Extra Practice: Assign one-off training simulations to reinforce specific skillsets. Agents receive a notification and can complete the assignment directly. This is not a course assignment—just targeted practice.Assign training modulesData Filtering: Apply date range, duration, and custom filters to focus on specific performance periods.

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FAQ

The agent profile shows individual performance.For multi-agent comparison, use the main dashboard or Employees table views. You can also query data across multiple agents and chat with call records to get specific insights.Chat with multiple call records
Live call data appears in real-time. Manually uploaded calls appear after processing is complete.
You can only view agents and calls for products you manage. Verify your product assignments if data appears missing.