Overview

NOVA includes two performance dashboards designed for coaching, performance reviews, and spotting patterns across teams without running separate reports: Group Performance and User Performance, found under the NOVA menu.

Group Performance

Gives a high-level view of how an entire team or ring group is performing. Filters at the top let you narrow results by group, call direction, and date range. You'll see totals for calls, average duration, interruptions, and overall sentiment, along with charts that make trends easy to spot. A table below breaks performance down by user for side-by-side comparison, and you can click into any user to drill into their individual details.

User Performance

Focuses on a single user, showing total calls, talk time, interruptions, and sentiment for the selected time range. The call list below lets you review individual calls, listen to recordings, and access NOVA transcriptions to understand exactly what happened on each one.

Need More Help?

Email help@lightspeedvoice.com or call 941-564-3010 for assistance.