Overview
Managing call performance across teams and individual users can be time-consuming, and important trends are easy to miss when data is spread across multiple views. The NOVA Performance Dashboard brings everything together in one clear, actionable view — covering call volume, call direction, duration, interruptions (the average number of times the agent interrupted per call), and sentiment, all powered by NOVA's AI analysis.
Group Performance
From the NOVA section, Group Performance gives a high-level view of an entire group. Filters at the top let you narrow results by group, call direction, and date range.
Below the filters, NOVA summarizes key metrics including total calls, average call duration, average interruptions, and overall sentiment. Visual charts break down average sentiment, ending sentiment, and inbound versus outbound call distribution.
The Calls table further down shows performance by user within the group, comparing inbound and outbound volume, interruptions, sentiment, and total duration side by side. Click the eyeball icon next to any user to drill into their individual User Performance view.
Exporting: Click Export in the upper right to download a CSV. For large reports, NOVA processes the export in the background and emails you when it's ready — the email links to Download History under Large File Downloads, where you can retrieve the file.
User Performance
User Performance provides a focused, detailed view of an individual's activity. At the top, you'll see total calls, average duration, total talk time, interruptions, and sentiment, filtered by your selected date range and call direction.
Sentiment charts update automatically to reflect that user's conversations, showing how calls generally feel and how they tend to end — useful for coaching conversations, performance reviews, and identifying trends over time.
Below, the call list displays every call associated with that user, including duration, interruptions, average and ending sentiment, and timestamps. With one click, you can send a text, place a call, listen to recordings, and review transcriptions to understand exactly what happened on any call.
