Panel Analytics

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Overview

Panel Analytics is a weekly performance summary that the platform generates for each agent and shows directly on their record. Instead of a raw table of scores, it reads like a short review: what went well, what slipped, and what to focus on next — written in plain language, backed by the agent’s actual call data. You’ll find it by opening the chart icon on a transaction or lead record. It’s most useful for:

• Supervisors and coaches, who want a fast read on how an agent’s week went without digging through raw scores
• Agents, reviewing their own performance and recommendations

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How it works

Once a week, the platform looks at every call an agent handled and scores it against the assessment rubric. Each agent’s scores are then compared two ways:

• Against their peers — how this agent did this week relative to the rest of the team
• Against their own history — how this week compares to their own past performance

Looking at both together is what lets the summary tell the difference between a rough week and a real pattern — for example, an agent who’s below the team average but still improving on their own baseline is “catching up,” while one who’s below both is looking at a more persistent issue. An AI model then turns those comparisons into the written analysis you see on the panel — the four cards described below are built directly from this weekly analysis.

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When it updates

The analysis refreshes automatically once a week, covering that week’s calls.

• Agents with enough call volume get their update right away.
• Agents with very few calls that week get a short grace period before their update generates, so there’s enough evidence behind the analysis.

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Reading the panel

The panel has two parts: four summary cards at the top, and two charts below them.

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Overall Progress

A quick take on the agent’s week as a whole — their score compared to the team average, how it moved from last week, and how many calls the assessment is based on. More calls behind the score means a more reliable read.

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Category Performance

Breaks the week down by category — things like telephone etiquette, conversion, booking assistance, and soft skills — each compared against the team average for that same category. This is the fastest way to spot which category is pulling the overall score up or down.

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Skill-Level Highlights

Zooms in further, to specific skills within those categories — for example, personalization, empathy, or verifying a guest’s history. Skills based on very few calls are flagged as such, since a single call can swing a small sample a lot.

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Improvement Recommendations

The most actionable card. Each recommendation ties a specific behavior to a concrete next step — often with an example phrase the agent can use on their next call — and calls out the single highest-priority thing to work on this week.

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Last Week vs. This Week

A side-by-side bar chart comparing this week’s metrics against last week’s, across all the scored categories. Use the legend below the chart to toggle which metrics are shown — there’s more than one page of metrics, so check for the page indicator if you’re looking for one that isn’t visible yet.

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Scores vs. Threshold

A trend line tracking a chosen metric over several weeks against a target line (for example, a target score of 85). Hover over any point to see the exact score, the week it covers, and how much it changed from the previous week — useful for spotting whether an agent is trending toward the target or drifting away from it.

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A few things to know

• A score with a caveat (for example, “based on fewer than 5 calls”) means there isn’t much data behind it yet — treat it as an early signal, not a final verdict.
• A delayed update for an agent usually just means they were below the weekly call threshold and are in their grace period, not that something went wrong.