The QA Results dashboard provides two main views: Call QA Overview for high-level trends and Detailed Calls for individual call analysis.Documentation Index
Fetch the complete documentation index at: https://documentation.uponai.com/llms.txt
Use this file to discover all available pages before exploring further.
Call QA Overview Tab
High-level view of your cohort’s performance with interactive charts and summary KPIs.Summary Metrics
| Metric | Description |
|---|---|
| Calls Analyzed | Total calls analyzed in the cohort |
| Average Score | Overall quality score based on resolution criteria |
| Call Resolution Rate | Percentage of calls successfully resolved |
| Transfer Success Rate | Percentage of calls successfully transferred |
| Transfer Wait Time | Average wait time before a transfer completes |
| Average Latency | Mean response time across all calls |
| LLM Hallucination Rate | Percentage of calls with AI-generated inaccuracies |
| KB Recall | Knowledge base retrieval effectiveness |
| Negative Sentiment Rate | Percentage of interactions with negative sentiment |
| WER | Word Error Rate — transcription accuracy |
| Avg. Interruptions | Average interruptions per call |
| Tool Call Accuracy | Rate of correct tool/function invocations |
| Transition Accuracy | Accuracy of conversation flow transitions |
| Agent Natural Tonality Rate | Percentage of natural-sounding agent speech |
| Agent Positive Sentiment Rate | Percentage of positive agent responses |
| Avg Custom Tool Latency | Average time for custom tools to execute |
| Custom Tool Success Rate | Percentage of custom tool calls completed successfully |
Top Questions from Users
A table showing the most frequently asked questions grouped by similarity, along with resolution rates. AI QA intelligently groups similar questions — for example, “What are your office hours?” and “What time do you open?” are grouped together.Detailed Calls Tab
Table of all analyzed calls with sortable columns and per-call metrics.Calls Table Columns
Call ID · Eval · Call Start Time · Call Length · LLM Hallucination Rate · KB Recall · Transition Accuracy · User Positive Sentiment Rate · Latency P50 · Interruption Count · WER · Tool Call Accuracy · Natural Tonality Rate Sort: Click any column header.Filter: Click the Filter button to apply date ranges, score thresholds, etc.
Per-call actions: Use the ⋯ menu to rerun QA or delete a call from the cohort.
Call-Level QA Sheet
Click any row to open the Call QA Sheet for detailed diagnostics.QA Result Overview
- Overall Score — Pass/Fail status with numerical score
- Passed Metrics — shown with green checkmarks
- Failed Metrics — shown with orange warning triangles
Calibrate Call QA
Manually override automatic metric evaluations:- Mark a passed metric as failed
- Mark a failed metric as passed
- Add custom notes to document your reasoning
Transcript and Errors
- Full call transcript
- Specific transcription mistakes with corrections
- Visual error highlights showing where mistakes occurred
Low scores or high failure rates may indicate systemic issues with your agent configuration, prompts, or knowledge base. Review multiple failed calls to identify patterns before making changes.