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INS 5.1 Review the Ejen page

INS 5.1 Review Ejen Halaman

The page header states the position in words, for example "12 enrolled · 2 calls awaiting agent assignment". The table columns are AGENT (name above email address), CALLS ANALYSED, AVG QUALITY, AVG SENTIMENT, VOICE ENROLLED, LAST ACTIVE, TAGS and ACTIONS.

  1. Pilih Ejen.
  2. Read the four summaries: ENROLLED AGENTS, VOICE SAMPLES ON FILE (shown as a ratio, for example 8 / 12), CALLS THIS WEEK and UNASSIGNED.
  3. Cari by agent name or email.
  4. Tapis with All agents, Voice enrolled, Top performers or Needs review.
  5. For each agent, read calls analysed, average quality, average sentiment, voice-enrolment state, last active value and tags.
  6. Pilih View to open the analysis path for that agent.

Read Unassigned before anything else on this page. Every agent figure here excludes the unassigned calls, so a high Unassigned count means the leaderboard is incomplete. The page says so itself, in a banner at the foot: "n calls uploaded without agent metadata. Tag the agent to include in leaderboards and per-agent insights."

The grading on this page is the one to trust. Verified across eight agents, the letter grades follow the numeric scores consistently: 91 shows A, 85, 82 and 78 show B, and 75, 70, 68 and 62 show C. The Papan Pemuka and the Panggilan page do not agree with this scale on the same underlying figure (see INS 3.1). Where you need a grade, take it from here.

VOICE ENROLLED is a prerequisite, not a statistic. An agent showing not enrolled has no voice sample on file, so speaker-based attribution cannot work for them and their LAST ACTIVE value may also read "not enrolled" rather than a date. Enrol every agent you intend to analyse.

Figure key, Ejen page​

  1. Insights left navigation, with Ejen selected.
  2. Enrolled Ejen summary.
  3. Voice Samples on File summary.
  4. Panggilans This Week summary.
  5. Unassigned summary, with its Review unassigned control.
  6. Cari field.
  7. Filters: All agents, Voice enrolled, Top performers, Needs review.
  8. + Add agent control, present but not functional in this release.
  9. Ejen rows, showing calls analysed, average quality, average sentiment, voice-enrolment state, last active and tags.
  10. View control on each row.