Conversational Intelligence Dashboard

Contact Center Quality & Agent Intelligence — Veridian Telecom

First-Contact Resolution

71.4%

+2.8%

Empathy Score

0.68

-0.04

Repeat Contact (72h)

18.0%

+1.2%

Avg Handle Time

6:42

+0:08

Escalation Rate

9.2%

-0.6%

Compliance Score

97.1%

+0.3%

Intent → Resolution Path

Agent × Intent FCR Heatmap

Billing

Tech

Outage

Account

Agent A

84%

76%

68%

81%

Agent B

79%

82%

74%

71%

Agent C

58%

65%

54%

63%

Agent D

77%

69%

80%

75%

Agent E

66%

61%

67%

70%

Agent F

88%

85%

78%

83%

Agents Below Empathy Threshold (0.62)

Agent ID	Empathy	FCR	Repeat Rate	AHT	Coaching Sessions
A-0142	0.51	58.2%	28.4%	7:12	3
A-0287	0.54	61.9%	25.1%	6:58	2
A-0319	0.56	63.4%	23.7%	7:04	4
A-0428	0.58	65.8%	21.2%	6:44	2
A-0501	0.59	67.1%	20.4%	6:38	1
A-0593	0.60	68.5%	19.8%	6:51	3
A-0614	0.60	69.2%	19.1%	6:33	2
A-0742	0.61	70.4%	18.6%	6:29	1

Sentiment Lift Index — 30-Day Trend

Top Escalation Trigger Phrases

Script Adherence vs. Resolution Rate

Coaching Impact Analysis

During billing outage week 6, repeat contact spiked to 31% and empathy dropped to 0.54. Post-coaching wave targeting agents below 0.62 threshold recovered FCR to 74% within 11 days. Recommend intensifying coaching for agents A-0142, A-0287, A-0319 with focus on active listening and de-escalation phrases.