Operational Telemetry & Customization Studio
Team Quality & Analytics Dashboard
Customizable Operational Performance, Telemetry & Widget Studio • Voice Customer Care Cohort
Layla Kassem • Updated today
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Studio Mode Active
widgetsTelemetry Widget Catalog & Studio Library— Customize and expand your voice telemetry layout with flexible on-demand modules
grid_view4-Column Responsive Grid•14 Modules Available•6 Active
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Drag or Click to Addmonitoring
CSAT TrajectoryCustomer Satisfaction Trends
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First Contact ResolutionFCR Rate & Trends
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AHT Compliance GaugeHandle Time Thresholds
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Quality Distribution CurveCohort Score Bell Curve
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Dispute Velocity & SLATurnaround & Validity
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Coaching CompletionSession Targets & Tags
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Speech Analytics & SentimentAcoustic Emotion Signals
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Hold Time OutliersExtended Mute Detection
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Script Adherence IndexMandatory Disclosures
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Silence & Dead Air RatioNon-Talk Time Percentage
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Escalation BreakdownTier 2 & Supervisor Handoff
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Agent Dispersion MatrixCSAT vs QA Score Grid
2x1Active
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Audio Ingest StatusAmazon Connect Stream Health
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Volume vs QA CoverageSampling Density by Queue
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Make Your Own Report
Report GeneratorConfigure custom operational parameters, filter Voice Advisors, and build on-demand QA reports.
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1x1 • Voice QA
Avg Voice Quality Score
trending_up+1.2% MoM
93.4%
/ 100
Target:
90.0%
(+3.4% above benchmark)
SepOctNovDecJanFeb (93.4%)
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1x1 • Quotas
Evaluation Pacing
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91.4%
Goal: 140 evals
•
+2.4 days ahead
128
128 / 140 Logged
12 calls remaining this month
Pacing Velocity
On Track (Ahead)
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1x1 • Disputes
Dispute Velocity
72h SLA: Nominal
4
Active Cases
Avg Resolution:
18.4 hrs (Within SLA)
2
Valid
1
Invalid
1
Pending
Dispute Rate:
2.8% of evaluations
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1x1 • Coaching
Coaching Impact
school
26
Sessions Coached
Target Run-Rate: 92.8%
26 / 28 Done
Primary Coached Failure Tags
Empathy & Tone 11
Escalation SOP 9
Hold Time 6
Completion Status:
2 Sessions Pending
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Team Performance & Calibration Matrix
Cross-agent dispersion map: Voice CSAT vs Calibration Evaluation Score
14 Voice Agents
Nour S. (97.2% QA / 96 CSAT)
Rami H. (95.8%)
Zainab F. (93.4%)
Kareem Y. (92.1%)
Huda M. (88.0%)
Faisal B. (81.2% - Coaching Alert)
Higher QA Evaluation Score →
↑ Voice CSAT Score
Standard Dispersion: ±2.4% (Nominal Range)
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Voice Telephony & Live Telemetry
Amazon Connect stream, handle velocity & acoustic sentiment
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Online (99.9%)
Amazon Connect Telephony API
Direct voice stream • Real-time ingest
timer
5m 12s
Average Handle Time (AHT)
312 sec average • -14s vs target
sentiment_satisfied
88.4 / 100
Acoustic Sentiment Index
Customer inflection analysis
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