Agents

The Agents section provides a view of all agents who handle customer conversations. Each agent's calls are transcribed, analyzed, scored, and aggregated, allowing you to monitor individual performance over a selected time period. You can review key metrics, identify performance trends, and gain deeper insights into each agent's interactions to support coaching, quality assurance, and operational improvements.

What you can do

• Browse your complete list of agents with their name, username or email and recording source.
• Search agents by name or email and narrow the list with Filter Agents.
• Select any agent to see a full performance profile for a date range you choose for the calls processed on the application.
• Track headline metrics like total calls, average handle time, sentiment, grammar, rate of speech, and pronunciation, each with a trend versus the previous period.
• Read an activity heatmap that colors each day by the measure you care about.
• See Top Events detected across an agent's conversations.
• Review rubric and scorecard scores tied to the playbooks that processed the agent's calls.
• Jump from any profile straight into the agent's recently processed calls available under View Recent calls and select on the calls, if available. This will navigate the user to call handled by the agent.

How it works

Agents aren't something you add by hand. They appear automatically as your integrations sync conversations. RedFlare keeps a record of each agent and ties it to the calls that person handled, matching on their email so every interaction lands under the right profile.

Two layers of data come together on a profile:

1. Call Metrics : Call-level metrics are derived from every conversation received by the platform, regardless of whether the call has completed processing. Metrics such as Total Calls, Calls Today, and Average Handle Time (AHT) are available immediately, providing visibility into call volume and operational activity even before analysis is complete**.**
2. Processed Metrics :Processed metrics are generated only after a call has been processed using a playbook. During processing, RedFlare separates the agent's speech from the customer's and analyzes the agent's conversation for key quality parameters, including Sentiment, Rate of Speech, Grammar, and Pronunciation. The scores from individual calls are then aggregated over the selected date range to display the agent's overall performance metrics.

For each metric, RedFlare calculates the same value for the immediately preceding period of equal duration. This comparison is used to generate the up or down trend indicators displayed on each metric card.

The same underlying scores are grouped in different ways to provide additional insights:

• Scores are aggregated by day to generate the Heatmap.
• Scores are categorized by event type to generate Top Events.
• Scores are grouped by playbook, rubric, and scorecard to populate the Scores section.

The organization-wide Agents Dashboard refreshes automatically every few minutes, ensuring that leaderboards, metrics, and trends remain up to date without requiring any manual action.

Browse and find agents

The Agents page opens to a searchable, sortable list of everyone whose conversations are being analyzed.

1. Open Agents from the sidebar. This will open the agent list whose calls have been pulled in during the Integration Sync.
2. Use the Search by name or email box at the top to find a specific person.
3. Select Filter Agents to narrow the list by fields such as name, email, recording source, username etc.,
4. Click a column header to sort, and use the pagination controls to move through the agent list.
5. Hit the refresh button anytime to pull in the latest synced data.

If you've searched or filtered and nothing matches, you'll see No Agents found with a quick way to clear your search or filters and get back to the full list.

Open an agent's profile

Selecting an agent opens their detail screen, a single view that brings all the metrics available from the agent's conversation.

1. From the Agents list, click the agent you want to inspect.
2. At the top you'll see their profile header with avatar, username, email, and recording source.
3. Use the date range picker in the header to set the range you want to analyze. Every metric, chart, and score on the page updates to match the filter applied.

If an agent has no calls in the selected window, you'll see No metrics found with a note that there are no calls over the selected filters. Try widening the date range.

Read performance metrics and scores

The profile is built to answer "how is this agent doing?" at a glance, then let you dig deeper.

1. Start with the metric cards row at the top. Each card shows a key number, such as total calls, average handle time, sentiment, grammar, rate of speech, or pronunciation, along with its trend versus the previous period.
2. Use the Activity Heatmap to identify daily performance patterns. Select a metric such as Sentiment, Grammar, Rate of Speech, or Pronunciation to view the calendar based on the selected measure. The heatmap highlights performance variations across different days, helping you identify trends and areas that may require attention.
3. Check Top Events to see what's being detected most often across this agent's conversations.
4. Scroll to the scores section to review rubric-based evaluations. Pick a playbook to see Scores Overview and Score Analysis for the period. These details will be available only for the Rubric playbook through which calls have been processed for the agent.

Review recent calls

Every profile links straight back to the underlying conversations, so you're never more than a click from the source.

1. On an agent's profile, select View recent calls in the top-right of the header.
2. The Recently Processed Calls panel opens, listing the agent's latest calls with timing, a short summary, and a sentiment indicator.
3. Click a call to open the full conversation and review what actually happened, including the transcript and per-speaker analysis.

If nothing shows up here, you'll see No calls found with a note that no calls are processed yet for this agent.

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