Draft Documentation
This guide is currently in development. Content may be incomplete or subject to change.
Reverse Analysis
Drill down into specific evaluation items to see top performers, identify improvement areas, and get AI-generated coaching recommendations.
Opening the Modal
The Reverse Analysis modal opens when you click on any score value in the evaluation pattern grids.
Steps:
- Navigate to the Dashboard tab in AI Auditing
- Scroll down to the Evaluation Pattern grids
- Click on any score value (numbers are clickable)
- The Reverse Analysis modal opens with detailed analysis
Modal Header Shows:
- Evaluation item name
- Campaign name
- Date range
- Overall average score for this item
Reverse Analysis modal header with item name and score
Screenshot coming soon
Metrics Bar
Below the header, a metrics bar displays key statistics for the selected evaluation item:
Evaluations Count
Total number of evaluations for this item
Total Executives
Number of unique agents with this item evaluated
Below Target
Count of executives scoring below 4.0
Standard Deviation
Score variability across executives
Score Range
Minimum to maximum score observed
Top Performers
The left section shows executives who are excelling at this evaluation item (scoring ≥ 4.0, the target score).
Information Shown:
- Executive Name: The agent's identifier
- Call Center: Which call center they belong to
- Call Count: Number of calls evaluated for this item
- Score: Their average score with visual progress bar
Best Performer Highlight: The executive with the highest score is highlighted at the top of the list. Their practices can be used as a benchmark for training others.
Top Performers section showing executives meeting target
Screenshot coming soon
Needs Improvement
The right section shows executives who are scoring below target on this evaluation item (scoring < 4.0).
Information Shown:
- Executive Name: The agent needing coaching
- Call Center: Their call center location
- Call Count: Sample size for the score
- Score: Current performance level
- Gap: How far below target they are
Worst Performer Highlight: The executive with the lowest score is highlighted. This helps prioritize coaching efforts.
Sorting: Executives are sorted by score ascending, so those needing the most help appear first.
Recommended Actions
Below the performer lists, a Recommended Actions card provides AI-generated suggestions based on the data analysis.
Common Recommendations:
Performance Gap Analysis
Identifies the gap between top and bottom performers, quantifying the improvement opportunity.
Training Prioritization
Suggests which executives should be prioritized for coaching based on score and volume.
Best Practice Sharing
Recommends sharing techniques from top performers with those needing improvement.
Call Center Focus
Identifies which call center may need additional support if scores are consistently low.
Recording Review
Suggests reviewing specific recordings to understand performance patterns.
Recommended Actions card with coaching suggestions
Screenshot coming soon