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QA AnalyticsReports & Trends

Reports & Trends

Reports turn the firehose of scorecards into something you can act on. Every report is built from the same primitives — rubric scores, custom KPI pass rates, conversation metadata — and can be saved, shared, scheduled, and exported.

Built-in reports

Omniflow ships with reports most ops teams want from day one:

ReportWhat it shows
Daily QA digestYesterday’s score distribution, top outliers, week-over-week delta.
Per-agent scoreboardEach agent’s median score per criterion, trend over 4 weeks.
Per-team comparisonSide-by-side team medians and outliers.
Per-channel performanceVoice vs chat vs email score breakdown.
Compliance heatmapAgents × KPIs grid showing pass rates.
Coaching velocityHow quickly coaches review attempts, by coach.

Custom reports

Build your own from the Reports → New report screen.

Available dimensions

agent, team, channel, language, tag, time period, rubric criterion, KPI, customer segment.

Available metrics

average score, median score, pass rate, volume, coaching velocity, dispute rate, time-to-review, outlier count.

Visualizations

Bar, line, table, heatmap, distribution. Pick whatever shape tells the story; switch in a click.

Reports recompute on the same cadence as scorecards (~30 seconds for new conversations). Saved reports refresh automatically when opened.

Trend analysis

The Trends view focuses on time:

  • Score over time — week-over-week and month-over-month per agent and per team.
  • Improving / regressing — auto-detected agents whose median moved beyond a configurable threshold.
  • Seasonality — day-of-week and hour-of-day score patterns. Useful for shift planning.
  • Cohort comparison — compare last month’s hires to last quarter’s hires on the same dimensions.

Schedule a digest

Most teams send a Monday morning digest to a Slack channel:

  1. Open the report you want to send.
  2. Click Schedule.
  3. Pick a destination (Slack channel, email list).
  4. Pick a cadence (daily, weekly, monthly).
  5. Choose whether to attach a CSV.

The digest sends at the configured time in the workspace timezone.

Exports

FormatUse
CSVManual analysis, sharing with leadership.
Google SheetsLive-linked sheets via the Sheets integration.
PDFStatic snapshot for board meetings.
API / warehouseStream raw scorecards via API.

Be careful with PII in exports. Transcript text exports include customer messages by default. Use the Redact PII option for any export that leaves the workspace.

What to look at first

When you open the QA dashboard for the first time:

  1. The team median — where you stand overall.
  2. The compliance heatmap — find any agent below your floor on a critical KPI.
  3. The trend line for the last 4 weeks — is the team getting better, worse, or flat?
  4. The dispute rate — high disputes mean rubric drift; refine descriptions.

Open in Omniflow

If you want to…Go to
Tune what gets scoredScoring Rubric
Add a yes/no metricCustom KPIs
Send digests to SlackNotifications
Custom KPIsOverview