> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-ai-for-process-dev.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Performance Insights

Performance Insights provides a focused analysis of agent communication quality and behavioral trends over time. It consolidates agent efficacy metrics — empathy, language quality, evaluation scores, and sentiment — into a single time-based visualization for easier interpretation and faster decision-making.

The Agent Performance Monitor includes a trend line for the Kore Evaluation Score, enabling comprehensive quality assessment alongside other performance metrics.

<Note>Enable the **Conversational Intelligence** toggle in **Settings** to unlock performance insights, agent insights, and conversation-level analytics.</Note>

Navigate to **Quality AI** > **Analyze** > **CX Insights**.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/Pafneso9ywEh2BIs/ai-for-service/quality-ai/analyze/conversation-intelligence/images/performance-insights-dashboard.png?fit=max&auto=format&n=Pafneso9ywEh2BIs&q=85&s=9d93d7612c6712482ee047a2d2b55828" alt="Performance Insights Dashboard" width="1363" height="591" data-path="ai-for-service/quality-ai/analyze/conversation-intelligence/images/performance-insights-dashboard.png" />

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## Filters

### Date Range

Filter Performance Insights data by a specific date range (for example, Last 90 Days, Last 28 Days, Last 7 Days). The default is **Today**. Select **Apply** after selection.

### Channel Filter

Filter to analyze performance across all channels or limit the view to a specific channel.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/i8-ftQiwdsMnfc6b/ai-for-service/quality-ai/analyze/conversation-intelligence/images/channels.png?fit=max&auto=format&n=i8-ftQiwdsMnfc6b&q=85&s=1e51696602e72eda48dbb90ec08f2ec8" alt="Channel Filter" width="232" height="76" data-path="ai-for-service/quality-ai/analyze/conversation-intelligence/images/channels.png" />

<Note>Agent Occupancy displays aggregate data across all channels.</Note>

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## Agent Efficacy

Agent Efficacy widgets summarize key communication quality metrics and highlight performance trends compared to the previous period.

### Empathy Score

Measures how accurately agents respond to customers' emotional needs.

**How it works:**

* Classifies customer utterances as empathy-seeking or non-empathy-seeking.
* Evaluates whether agent responses demonstrate empathy when required.
* Calculates a score based on the proportion of appropriate empathetic responses.

**Widget shows:**

* Average empathy score for the selected period.
* Percentage change vs. the previous period.
* Upward arrow = improvement; downward arrow = decline.

### Crutch Word Score

Measures how frequently agents use filler words during conversations.

**Common crutch words:** `um`, `uh`, `like`, `you know`, `so`, `basically`.

**Why it matters:**

* Reduces perceived professionalism.
* Indicates uncertainty.
* Slows conversation flow.

**Widget shows:**

* Average crutch word usage score for the selected period.
* Trend percentage vs. the previous period.
* Upward arrow = increased filler word usage; downward arrow = reduced usage.
* Lower scores = clearer, more confident communication.

<img src="https://mintcdn.com/koreai-ai-for-process-dev/i8-ftQiwdsMnfc6b/ai-for-service/quality-ai/analyze/conversation-intelligence/images/crutch-word-score.png?fit=max&auto=format&n=i8-ftQiwdsMnfc6b&q=85&s=1ff1750d97bcd68a84cddef819c9b76e" alt="Crutch Word Score" width="551" height="96" data-path="ai-for-service/quality-ai/analyze/conversation-intelligence/images/crutch-word-score.png" />

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## Agent Performance Monitor

Visualizes relationships among key metrics to identify performance trends and correlations, enabling data-driven coaching decisions.

| Axis                             | Metrics                                                  |
| -------------------------------- | -------------------------------------------------------- |
| **Y-axis (agent metrics)**       | Empathy Score, Crutch Word Score, Kore Evaluation Score. |
| **X-axis (customer experience)** | CSAT Score, Sentiment Score.                             |

### How to Use

1. **Select metrics**: Choose one or more Y-axis metrics.
2. **Analyze correlations**:
   * High Empathy + High CSAT → Empathy drives satisfaction.
   * High Crutch Words + Low CSAT → Filler words impact satisfaction.
3. **Identify patterns**:
   * Top-right quadrant: High performers.
   * Bottom-left quadrant: Agents needing support.
4. **Compare agents**: Benchmark multiple agents.
5. **Track trends**: Use the compare function to observe changes over time.

### Visualization Details

| Element        | Description                                                            |
| -------------- | ---------------------------------------------------------------------- |
| **Type**       | Time-series graph showing performance trends over the selected period. |
| **X-axis**     | Date range based on selected filter.                                   |
| **Y-axis**     | Score values showing performance variations.                           |
| **Checkboxes** | Enable or disable individual metrics to focus analysis.                |

**Actionable insights:**

| Pattern                   | Action                                                                 |
| ------------------------- | ---------------------------------------------------------------------- |
| **Strong correlations**   | Replicate best practices from high performers.                         |
| **Weak correlations**     | Investigate other influencing factors; consider training or resources. |
| **Negative correlations** | Identify and correct counterproductive behaviors.                      |

<img src="https://mintcdn.com/koreai-ai-for-process-dev/Pafneso9ywEh2BIs/ai-for-service/quality-ai/analyze/conversation-intelligence/images/performance-insights.png?fit=max&auto=format&n=Pafneso9ywEh2BIs&q=85&s=8863ffb3e2d3c7ad55d65f92dbc6855d" alt="Performance Insights" width="1136" height="338" data-path="ai-for-service/quality-ai/analyze/conversation-intelligence/images/performance-insights.png" />

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## Playbook Adherence

Tracks how consistently agents follow predefined scripts during customer interactions. Supervisors can monitor adherence, identify gaps, and spot coaching opportunities.

**Display format:**

* **Bar Graph**: Each bar represents a playbook attribute and its compliance percentage.
* **Trend Comparison**: Shows percentage increase or decrease vs. the previous equivalent period.

### Default Adherence Parameters

If no Agent AI playbooks exist, the system measures adherence against these default conversation etiquettes:

| Script                     | Example                                                                                           |
| -------------------------- | ------------------------------------------------------------------------------------------------- |
| **Greeting**               | "Hello, my name is John Doe, and I am your customer support executive. How may I help you today?" |
| **Branding**               | "Thank you for contacting XYZ."                                                                   |
| **Privacy Policy**         | "This call is being recorded for quality and training purposes."                                  |
| **Hold Etiquette (Voice)** | "May I place you on hold for a few minutes while I pull up some information?"                     |
| **Customer Verification**  | "Can I know your date of birth?"                                                                  |
| **Proper Sign-Off**        | "Thank you for calling XYZ today. It was a pleasure to assist you. Have a great day!"             |

### Custom Playbook Selection

Use the **Playbook** dropdown to select a specific Agent AI playbook and view adherence for its configured steps. The system highlights the default playbook in the list.

Administrators can configure playbooks, stages, and attributes in Agent AI. [Learn more](https://docs.kore.ai/smartassist/monitor/monitor-queues-agents-interactions-and-service-levels/#Configure_Conversation_Intelligence_Dashboard).

<Note>
  * The Playbook Adherence section appears only when at least one playbook exists in Agent AI.
  * If no playbooks or stages are configured, the system displays relevant empty states.
</Note>

<img src="https://mintcdn.com/koreai-ai-for-process-dev/Pafneso9ywEh2BIs/ai-for-service/quality-ai/analyze/conversation-intelligence/images/playbook-adherence-score.png?fit=max&auto=format&n=Pafneso9ywEh2BIs&q=85&s=c0f05d91647b7feb8e6289e0da9199b4" alt="Playbook Adherence Score" width="1123" height="143" data-path="ai-for-service/quality-ai/analyze/conversation-intelligence/images/playbook-adherence-score.png" />

For insights on how agent actions affect customer satisfaction, see [CX Insights](../analyze/cx-insights.md).

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