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INS 5.1 Review the Agents page

INS 5.1 Review Agents Page

The page header states the position in words, for example "12 enrolled · 2 calls awaiting agent assignment". The table columns are AGENT (name above email address), CALLS ANALYSED, AVG QUALITY, AVG SENTIMENT, VOICE ENROLLED, LAST ACTIVE, TAGS and ACTIONS.

  1. Sélectionnez Agents.
  2. Read the four summaries: ENROLLED AGENTS, VOICE SAMPLES ON FILE (shown as a ratio, for example 8 / 12), CALLS THIS WEEK and UNASSIGNED.
  3. Rechercher by agent name or email.
  4. Filtrer with All agents, Voice enrolled, Top performers or Needs review.
  5. For each agent, read calls analysed, average quality, average sentiment, voice-enrolment state, last active value and tags.
  6. Sélectionnez View to open the analysis path for that agent.

Read Unassigned before anything else on this page. Every agent figure here excludes the unassigned calls, so a high Unassigned count means the leaderboard is incomplete. The page says so itself, in a banner at the foot: "n calls uploaded without agent metadata. Tag the agent to include in leaderboards and per-agent insights."

The grading on this page is the one to trust. Verified across eight agents, the letter grades follow the numeric scores consistently: 91 shows A, 85, 82 and 78 show B, and 75, 70, 68 and 62 show C. The Tableau de bord and the Appel page do not agree with this scale on the same underlying figure (see INS 3.1). Where you need a grade, take it from here.

VOICE ENROLLED is a prerequisite, not a statistic. An agent showing not enrolled has no voice sample on file, so speaker-based attribution cannot work for them and their LAST ACTIVE value may also read "not enrolled" rather than a date. Enrol every agent you intend to analyse.

Figure key, Agents page​

  1. Insights left navigation, with Agents selected.
  2. Enrolled Agents summary.
  3. Voice Samples on File summary.
  4. Appels This Week summary.
  5. Unassigned summary, with its Review unassigned control.
  6. Rechercher field.
  7. Filters: All agents, Voice enrolled, Top performers, Needs review.
  8. + Add agent control, present but not functional in this release.
  9. Agent rows, showing calls analysed, average quality, average sentiment, voice-enrolment state, last active and tags.
  10. View control on each row.