INS 2.2 Interpret the six dashboard measures

Measure	What it reports
TOTAL CALLS	The number of analysed calls in the selected period.
QUALITY SCORE	The aggregated quality result, presented as a score out of 100 with a letter grade beside it.
SENTIMENT	The aggregate sentiment percentage across analysed conversations.
FCR RATE	The share of calls marked resolved at first contact. The interface also identifies calls where no resolution is present.
ESCALATION	The percentage identified as escalated or at risk of escalation.
COMPLIANCE	The aggregate procedural-compliance result returned by the analysis.

A trend indicator is a comparison, not a value. Each measure can carry a trend against the platform's preceding comparison period. Quote the measure, not the arrow.

These are screening indicators, produced by automated analysis. Use them to decide which calls to open, not as the finding itself. A coaching conversation, a compliance report or a performance decision needs the individual call, its transcript and its audio behind it (see INS 3.5 to INS 3.9). Take the source call as the evidence and the dashboard as the search.