> Source: https://builder-docs.ema.ai/agent-qa/metrics
> Title: Using the Metrics Dashboard

# Using the Metrics Dashboard

The Metrics tab provides aggregate analytics across all evaluated interactions via an embedded dashboard. Use it for weekly and monthly quality reviews.

## 6.1 Overview KPIs

Five key metrics appear at the top, each with period-over-period comparison:

Metric

What It Shows

**Interactions Audited**

Total processed calls with period-over-period comparison (e.g., 1,242, +12.3%)

**Average QA Score**

Mean score across all calls in the selected date range

**Average Handling Time**

Mean call duration

**Interactions Auto Failed**

Percentage of calls that triggered an auto-fail

**Negative Feedback Rate**

Percentage of reviewed interactions that received negative (thumbs-down) feedback

## 6.2 Available Analytics

Charts are grouped into four sections:

### Key Performance Metrics

Chart

What It Shows

**Average Handling Time vs. Call Volume**

Combined view of call volume and average handling time over the selected period

**QA Score Breakdown**

Distribution of interactions across QA score bands over time

### Resolution & Engagement Metrics

Chart

What It Shows

**Resolved vs. Unresolved**

Resolution rates over time

**Silence Time %**

Breakdown of agent talk, customer talk, and dead air

**Sentiment Analysis**

Distribution of positive, neutral, and negative sentiment

### Contact Reason Metrics

Chart

What It Shows

**L1 Contact Reason**

Broad reasons customers are calling (max 8 displayed)

**L2 Contact Reason**

Subcategories within L1 (max 8 displayed)

**Top Call Drivers (L3)**

Most specific reasons for calls (max 8 displayed)

**Non-Resolution Reasons**

Why calls are not resolved (L1 and L2)

### Agent Performance

Chart

What It Shows

**Agent Quality Distribution**

Agents grouped by QA score ranges

**Agent Performance by Parameters**

Top 10 agents with per-parameter scores

Click any chart element (bar, data point, segment) to drill down.

## 6.3 Filters

Filter

Description

**Agent dropdown**

Select a specific agent or view all

**Date range picker**

Presets (Today, Yesterday, This Week, Last Month) or custom range

## 6.4 Reading the Charts

-   **Contact Reason charts (L1, L2, L3):** Identify which call types dominate your volume and where to focus training.
-   **Resolved vs. Unresolved:** A rising unresolved rate may indicate process issues, knowledge gaps, or new product problems.
-   **Sentiment Analysis:** Combine with Agent Quality Distribution to see if low sentiment correlates with specific agents or score ranges.
-   **Silence Time %:** High dead air percentages may indicate agents struggling to find information or long hold times.
-   **Non-Resolution Reasons:** When calls are not resolved, these charts show why -- People, Process, Technical, or End User factors.
-   **Agent Quality Distribution:** Quickly identify how many agents fall below performance thresholds.
-   **Agent Performance by Parameters:** Identify which specific skills are strong or weak across your top performers.