QA and analytics

Review conversations, analyze dashboards, and use Smart Analyst for insights across hundreds of calls.

Use Dashboards for high-level metrics, Conversation Review for transcript inspection, and Smart Analyst for AI-powered analysis across hundreds of conversations without manual review.

Skip manual call reviews with Smart Analyst. Instead of listening to individual calls, use Smart Analyst deep sampling to analyze up to 500 conversations per query. Ask questions like “What are the top handoff reasons this week?” and get structured insights in minutes. It’s the fastest way to identify patterns and prioritize fixes.

Quick reference

I need to…	Action	Time estimate
Check daily performance	Configure > Dashboards → Standard → Review key metrics	5 min
Listen to recent calls	Analytics > Conversations > Voice → Filter → Listen	10-20 min
Find knowledge gaps	Configure > Dashboards → Unhandled queries	10 min
Analyze trends across hundreds of calls	Analytics > Smart Analyst → Ask a question	5 min
Review a specific topic	Analytics > Conversations > Voice → Filter by topic	5 min
Export call data	Analytics > Conversations > Voice → Export CSV/JSON	5 min
Tag problematic calls	Open call → Add category/annotation	2 min
Check containment rate	Configure > Dashboards → Standard → Containment metric	2 min
Review safety issues	Safety dashboard → Check flags	10 min

Pick the right dashboard

Use case	Go here
Daily health check (calls, containment, AHT)	Standard dashboard
Risk or policy compliance	Safety dashboard
Anything bespoke (e.g. bookings, revenue)	Custom dashboards – contact support if you need one set up

Dashboards default to Live and last 7 days. Change the environment or date range at the top-right.

Example workflow: did my FAQ edit improve containment?

1. Open the Standard dashboard.
2. Set the date range:
   • From = the day you promoted the change
   • To = today
3. Check Containment rate.
   • If it went up → good sign
   • If it dropped or stayed flat, drill down to conversations (next section)

Review conversations

1. Go to Analytics > Conversations > Voice.
2. Use filters:
   • Date range – same window you used in the dashboard
   • Topic – select the FAQ you edited
3. Click a call to open the transcript.
4. Check:
   • Did the agent serve the new answer?
   • Did the caller stay in self-service or ask for a human?
5. If something looks off, tag it.

Tagging and annotations

At the bottom-right of a transcript:

• Category – pick a label like Needs KB fix or Escalated unnecessarily
• Annotation – flag Wrong transcription or Missing topic

These tags surface in QA reports and help you spot patterns over time. They are also the primary feedback loop from human reviewers back into the agent — escalations tagged Escalated unnecessarily or Wrong topic are where to look first when tightening handoff rules.

Export transcripts (optional)

Need raw data for deeper analysis?

1. In Conversations, select your filters.
2. Click Export → CSV or JSON.
3. You’ll get a download link with call metadata and the full transcripts.

See Call data → Transcripts for field definitions.

Common workflows

Daily performance check

1. Open Standard dashboard
2. Review key metrics vs. baseline:
   • Call volume
   • Containment rate
   • Average handle time
   • Handoff rate
3. Identify any anomalies
4. Drill into Conversation Review if needed

Time: 5-10 minutes

Weekly quality review

1. Start with Smart Analyst – run a deep sampling query to surface the week’s key patterns: “What are the top issues and failure reasons from the last 7 days?”
2. Review Smart Analyst findings and identify areas that need manual review
3. Listen to 5-10 sample calls flagged by Smart Analyst or filtered in Conversation Review
4. Tag issues for follow-up
5. Update knowledge or settings based on insights

Time: 20-40 minutes (Smart Analyst reduces manual review time)

Investigating a spike in handoffs

1. Go to Configure > Dashboards → Standard dashboard
2. Identify when handoff rate increased
3. Ask Smart Analyst: “What are the top reasons for handoffs in the last 3 days? Give me percentage breakdowns.” – deep sampling analyzes up to 500 conversations to surface root causes
4. Review specific conversations in Analytics > Conversations > Voice to validate Smart Analyst findings
5. Add missing knowledge or adjust handoff rules based on the patterns identified

Time: 15-20 minutes (Smart Analyst replaces manual filtering and pattern identification)

Related pages

• Smart Analyst - AI-powered conversation analysis with deep sampling
• Performance monitoring - Detailed performance analysis
• Health checks - Proactive monitoring routines
• Standard dashboard - Key metrics overview
• Conversation Review - Transcript inspection
• Call data - Accessing raw call data
• Alerts API - Set up automated alerts for operational metrics

When to escalate

Situation	Who to contact
Metrics flat after multiple tweaks	PolyAI support – may need flow changes
Consistent ASR errors	PolyAI support – include call IDs
Dashboard missing a metric you need	PolyAI support
Safety dashboard shows spikes	PolyAI support – escalate immediately

Next steps

• Check the standard dashboard now to make sure your latest edit had the intended effect.
• Use Smart Analyst to analyze hundreds of conversations at once – its deep sampling capability surfaces patterns, failure reasons, and sentiment trends far faster than manual review.
• Set up health checks for proactive monitoring.
• Configure automated alerts for latency, errors, and call volume.