> ## 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.

# View QA Results

> Understand and navigate the QA Results dashboard — from high-level trends to individual call diagnostics.

The QA Results dashboard provides two main views: **Call QA Overview** for high-level trends and **Detailed Calls** for individual call analysis.

## 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

<Note>
  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.
</Note>