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“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“We previously had limited and outdated analytics. With LevelAI, we instantly gained access to powerful, eye-opening insights—including data we didn’t even realize we were missing. Simply put, we leveled up our ability to understand performance and drive meaningful improvement across our contact centers.”

Roland Ochoa

Director of Contact Center Operations - Rush Enterprises

“We previously had limited and outdated analytics. With LevelAI, we instantly gained access to powerful, eye-opening insights—including data we didn’t even realize we were missing. Simply put, we leveled up our ability to understand performance and drive meaningful improvement across our contact centers.”

Roland Ochoa

Director of Contact Center Operations - Rush Enterprises

“We previously had limited and outdated analytics. With LevelAI, we instantly gained access to powerful, eye-opening insights—including data we didn’t even realize we were missing. Simply put, we leveled up our ability to understand performance and drive meaningful improvement across our contact centers.”

Roland Ochoa

Director of Contact Center Operations - Rush Enterprises

FAQ

Frequently Asked Questions

Any more questions?

Contact us

1. Can custom dashboards and reports be created?

Yes. Level AI contact center analytics software includes an easy-to-use, built-in query builder that combines AI-based insights with external data to create custom charts and reports. Custom visualizations span eight chart types, including dual-axis, pie, heatmap, crosstab tables, and bubble/scatter plots. The platform also integrates with external tools such as CRM, BI, and CSAT/NPS platforms, allowing external data to be consolidated alongside conversation data in a single report.

2. What pre-built dashboards are available?

Level AI contact center analytics software provides persona-based, out-of-the-box dashboards that require no setup, including QA Performance, Coaching, Auditor Performance, and Voice of the Customer (VoC). A Conversation Insights Dashboard is also available to surface the top drivers of customer dissatisfaction and areas needing improvement from Day 1 of sharing conversations with the platform.

3. What key metrics can be tracked in Level AI?

Level AI contact center analytics software tracks metrics across quality, customer experience, and efficiency, including QA Score and InstaScore, iCSAT, Sentiment Score, Customer Effort Score, Resolution status, NPS, CSAT, Average Handle Time (AHT), and First Contact Resolution (FCR).

4. How can insights be obtained without a dedicated analyst?

AI Workers within Level AI contact center analytics software allow non-technical users to ask questions in natural language and get instant answers without manually building reports. This includes Natural Language Query, an Ask AI feature embedded directly into the Interaction History page, and purpose-built analyst Workers such as QA Analyst, Search Analyst, Team Analyst, VoC Analyst, Product Gaps, Resolution Insights, Sentiment Insights, and iCSAT Insights. A Build Your Own Worker (BYOW) option is also available for custom analysis needs.

5. Can different performance scores be combined into one?

Level AI contact center analytics software supports blended scoring. iCSAT is a blended metric that combines Sentiment, Customer Effort, and Resolution into a single satisfaction score for each interaction. On the QA side, automated InstaScore results and manual audit scores can be applied to the same conversations, with calibration tools helping keep automated and manual evaluations aligned. Multiple scorecards can also run against a single conversation in parallel, allowing teams to evaluate interactions against different rubrics.

6. Can performance be compared across agents, teams, or bots?

Yes. Level AI contact center analytics software supports performance benchmarking across human and AI agents. Bot conversations can run through the same Auto-QA pipeline as human agent conversations, using an out-of-the-box rubric designed for bot-specific evaluation. Real-time analytics can also identify which teams and agents need coaching, replacing manual spreadsheet-based comparisons of metrics such as AHT, CSAT, and NPS.

7. Can data and reports be exported?

Yes. PDF exports of dashboards can be generated in two clicks, making it easy to share insights with executives, colleagues, and other stakeholders who do not log into the platform. AI-generated summaries can also be exported for coaching sessions and business reviews.

8. Can analytics be viewed at different levels, from individual agents to the entire team?

Yes. Level AI contact center analytics software supports role-based reporting that can drill down from an organization-wide view to individual conversations. Coaching dashboards provide performance views by team and individual coach, while Roles & Permissions control data access. Agents can see their own data, managers and evaluators can access their team's data, and admins can access data across the organization.

9. How can reporting be automated?

Level AI contact center analytics software supports Report Sharing, which allows reports to be scheduled and automatically sent to stakeholders at customized intervals. Analytics Alerts can also be configured around specific thresholds, such as a QA score falling below a defined level. These alerts can trigger notifications or AI Workers for automated diagnosis, reducing the need for teams to manually monitor dashboards and compile recurring reports.

FAQ

Frequently Asked Questions

Any more questions?

Contact us

1. Can custom dashboards and reports be created?

Yes. Level AI contact center analytics software includes an easy-to-use, built-in query builder that combines AI-based insights with external data to create custom charts and reports. Custom visualizations span eight chart types, including dual-axis, pie, heatmap, crosstab tables, and bubble/scatter plots. The platform also integrates with external tools such as CRM, BI, and CSAT/NPS platforms, allowing external data to be consolidated alongside conversation data in a single report.

2. What pre-built dashboards are available?

Level AI contact center analytics software provides persona-based, out-of-the-box dashboards that require no setup, including QA Performance, Coaching, Auditor Performance, and Voice of the Customer (VoC). A Conversation Insights Dashboard is also available to surface the top drivers of customer dissatisfaction and areas needing improvement from Day 1 of sharing conversations with the platform.

3. What key metrics can be tracked in Level AI?

Level AI contact center analytics software tracks metrics across quality, customer experience, and efficiency, including QA Score and InstaScore, iCSAT, Sentiment Score, Customer Effort Score, Resolution status, NPS, CSAT, Average Handle Time (AHT), and First Contact Resolution (FCR).

4. How can insights be obtained without a dedicated analyst?

AI Workers within Level AI contact center analytics software allow non-technical users to ask questions in natural language and get instant answers without manually building reports. This includes Natural Language Query, an Ask AI feature embedded directly into the Interaction History page, and purpose-built analyst Workers such as QA Analyst, Search Analyst, Team Analyst, VoC Analyst, Product Gaps, Resolution Insights, Sentiment Insights, and iCSAT Insights. A Build Your Own Worker (BYOW) option is also available for custom analysis needs.

5. Can different performance scores be combined into one?

Level AI contact center analytics software supports blended scoring. iCSAT is a blended metric that combines Sentiment, Customer Effort, and Resolution into a single satisfaction score for each interaction. On the QA side, automated InstaScore results and manual audit scores can be applied to the same conversations, with calibration tools helping keep automated and manual evaluations aligned. Multiple scorecards can also run against a single conversation in parallel, allowing teams to evaluate interactions against different rubrics.

6. Can performance be compared across agents, teams, or bots?

Yes. Level AI contact center analytics software supports performance benchmarking across human and AI agents. Bot conversations can run through the same Auto-QA pipeline as human agent conversations, using an out-of-the-box rubric designed for bot-specific evaluation. Real-time analytics can also identify which teams and agents need coaching, replacing manual spreadsheet-based comparisons of metrics such as AHT, CSAT, and NPS.

7. Can data and reports be exported?

Yes. PDF exports of dashboards can be generated in two clicks, making it easy to share insights with executives, colleagues, and other stakeholders who do not log into the platform. AI-generated summaries can also be exported for coaching sessions and business reviews.

8. Can analytics be viewed at different levels, from individual agents to the entire team?

Yes. Level AI contact center analytics software supports role-based reporting that can drill down from an organization-wide view to individual conversations. Coaching dashboards provide performance views by team and individual coach, while Roles & Permissions control data access. Agents can see their own data, managers and evaluators can access their team's data, and admins can access data across the organization.

9. How can reporting be automated?

Level AI contact center analytics software supports Report Sharing, which allows reports to be scheduled and automatically sent to stakeholders at customized intervals. Analytics Alerts can also be configured around specific thresholds, such as a QA score falling below a defined level. These alerts can trigger notifications or AI Workers for automated diagnosis, reducing the need for teams to manually monitor dashboards and compile recurring reports.

FAQ

Frequently Asked Questions

1. Can custom dashboards and reports be created?

Yes. Level AI contact center analytics software includes an easy-to-use, built-in query builder that combines AI-based insights with external data to create custom charts and reports. Custom visualizations span eight chart types, including dual-axis, pie, heatmap, crosstab tables, and bubble/scatter plots. The platform also integrates with external tools such as CRM, BI, and CSAT/NPS platforms, allowing external data to be consolidated alongside conversation data in a single report.

2. What pre-built dashboards are available?

Level AI contact center analytics software provides persona-based, out-of-the-box dashboards that require no setup, including QA Performance, Coaching, Auditor Performance, and Voice of the Customer (VoC). A Conversation Insights Dashboard is also available to surface the top drivers of customer dissatisfaction and areas needing improvement from Day 1 of sharing conversations with the platform.

3. What key metrics can be tracked in Level AI?

Level AI contact center analytics software tracks metrics across quality, customer experience, and efficiency, including QA Score and InstaScore, iCSAT, Sentiment Score, Customer Effort Score, Resolution status, NPS, CSAT, Average Handle Time (AHT), and First Contact Resolution (FCR).

4. How can insights be obtained without a dedicated analyst?

AI Workers within Level AI contact center analytics software allow non-technical users to ask questions in natural language and get instant answers without manually building reports. This includes Natural Language Query, an Ask AI feature embedded directly into the Interaction History page, and purpose-built analyst Workers such as QA Analyst, Search Analyst, Team Analyst, VoC Analyst, Product Gaps, Resolution Insights, Sentiment Insights, and iCSAT Insights. A Build Your Own Worker (BYOW) option is also available for custom analysis needs.

5. Can different performance scores be combined into one?

Level AI contact center analytics software supports blended scoring. iCSAT is a blended metric that combines Sentiment, Customer Effort, and Resolution into a single satisfaction score for each interaction. On the QA side, automated InstaScore results and manual audit scores can be applied to the same conversations, with calibration tools helping keep automated and manual evaluations aligned. Multiple scorecards can also run against a single conversation in parallel, allowing teams to evaluate interactions against different rubrics.

6. Can performance be compared across agents, teams, or bots?

Yes. Level AI contact center analytics software supports performance benchmarking across human and AI agents. Bot conversations can run through the same Auto-QA pipeline as human agent conversations, using an out-of-the-box rubric designed for bot-specific evaluation. Real-time analytics can also identify which teams and agents need coaching, replacing manual spreadsheet-based comparisons of metrics such as AHT, CSAT, and NPS.

7. Can data and reports be exported?

Yes. PDF exports of dashboards can be generated in two clicks, making it easy to share insights with executives, colleagues, and other stakeholders who do not log into the platform. AI-generated summaries can also be exported for coaching sessions and business reviews.

8. Can analytics be viewed at different levels, from individual agents to the entire team?

Yes. Level AI contact center analytics software supports role-based reporting that can drill down from an organization-wide view to individual conversations. Coaching dashboards provide performance views by team and individual coach, while Roles & Permissions control data access. Agents can see their own data, managers and evaluators can access their team's data, and admins can access data across the organization.

9. How can reporting be automated?

Level AI contact center analytics software supports Report Sharing, which allows reports to be scheduled and automatically sent to stakeholders at customized intervals. Analytics Alerts can also be configured around specific thresholds, such as a QA score falling below a defined level. These alerts can trigger notifications or AI Workers for automated diagnosis, reducing the need for teams to manually monitor dashboards and compile recurring reports.

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Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions