Quality and analytics
The console
The web application your team uses to see and search every conversation, open customer records, follow the work in progress, review quality and read insights.
On this page
The console is the Telonic web application your team works in. It is where your supervisors watch conversations, your quality and compliance reviewers work through their queues, your operations leads see what is driving contact, and your administrators hold the controls that shape what the agent does. Everyone sees the same underlying record of every conversation, filtered by what their role allows. This page walks through each view and what it shows.
Six views
| View | What it answers | Who uses it most |
|---|---|---|
| Overview | How much contact is arriving, on which channels, and how it is being resolved | Operations and customer experience leads |
| Conversations | What was said in any conversation, and what the agent did and why | Supervisors, team leaders, reviewers |
| Records | What has happened with a particular customer, across every channel and department | Anyone picking up a customer's case |
| Workflows | What work is in progress: approvals waiting, commitments due, outbound contact scheduled | Operations and team leaders |
| Quality | How conversations score against your standard, and which need review | Quality and compliance reviewers |
| Insights | What customers are asking about, what is changing, and what to do next | Operations, customer experience and product owners |
Overview
The Overview shows contact volume by channel, department and reason for contact, and how conversations ended: resolved, handed to your team, or unresolved. Alongside volume, it reports the measures agreed with you before go-live: conversations resolved without a person, first contact resolution, satisfaction read from every conversation, and average handling time by type and channel. Because every channel runs through the same record, channels can be compared side by side. See Outcomes and reasons for contact.
Conversations
Every stored conversation, on every channel, can be found and opened here. Search works by keyword and by meaning, so your team can find customers who raised a particular problem even when they described it in different words. Filters narrow by channel, department, reason for contact, outcome, date and quality score.
Opening a conversation shows the transcript, the summary, the outcome, the recording where the customer consented to one, and the decision log: what the agent looked up, which rule or trigger applied, and why it did what it did. Supervisor monitoring is configured during implementation, so supervisors can follow live conversations as they happen. It is particularly useful for oversight during rollout.
Records
Records holds one continuous record of each customer: every conversation on every channel, each issue from first contact to resolution, commitments made and whether they were kept, and the actions the agent took in your systems. Anyone with access sees the whole history before they speak to the customer. Authorised administrators can merge records that turn out to be the same person, and every merge is logged. See The customer record: overview.
Workflows
Workflows shows the work that conversations generate while it is still in progress. Actions you have marked as sensitive wait here for a person to approve them. Commitments made to customers are listed with their due dates, so each one stays visible until it is done. Scheduled calls, WhatsApp campaigns and follow-up sequences are listed with their status, and handovers show who picked them up.
Quality
Quality shows how conversations score against your quality standard, criterion by criterion, and holds the review queues: conversations below your threshold, conversations that missed a critical criterion, and conversations flagged against your compliance rules. Reviewers record their findings here. See Quality review on every conversation and Compliance flagging.
Insights
Insights groups conversations to show what customers are asking about and what is changing, and highlights emerging topics early so your team can act before they grow. Where configured during implementation, it also carries coaching insights, next-best-action recommendations and buying intent signals. See Insights and trends.
Roles and access
Your team signs in through your own identity provider using single sign-on (one company login for many applications), over SAML 2.0 or OpenID Connect (the two standard protocols for it), with multi-factor authentication (a second check beyond a password). Each person sees only the views, departments and data their role needs. Every access and every change is logged.
| Example role | Typically sees | Typically can change |
|---|---|---|
| Administrator | All views for their departments | Controls the organisation holds, user roles |
| Supervisor | Overview, Conversations, Records, Workflows | Approvals, live monitoring where configured |
| Quality or compliance reviewer | Conversations, Records, Quality | Findings on reviewed conversations |
| Team member | Records and Conversations for their queue | Their own handovers and commitments |
| Analyst | Overview and Insights | Nothing |
Roles are defined with you during implementation and changed by your administrators. See Access control and single sign-on.
The controls your team holds
The limits the agent works within, the topics it never discusses, escalation and handover rules, approvals for sensitive actions and retention periods are all controls your team holds, set in the console by the people your roles allow. Each change is tested before it goes live and recorded. See The controls your team holds.
Dashboards built around what you measure
The six views cover what most teams need. Where you report on something specific, such as a measure your board already tracks or a view for one department, custom dashboards are configured during implementation, so the console fits the reporting you have rather than asking you to adopt a new one. For regular reports and data delivered to your own tools, see Reports and exports.
What your team controls
- Who can use the console, and which views, departments and data each role sees.
- Which controls each role can change.
- Whether supervisor monitoring and custom dashboards are configured.
- Everything set through the controls your team holds, with every change recorded.
Related
- Reports and exportsQuality and analytics
- Access control and single sign-onSecurity and data protection
- The controls your team holdsGovernance and control
- Human oversight in practiceGovernance and control
- The customer record: overviewCustomer record
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