Getting Started
Access Pulse Dashboard from Admin panel; Management > Pulse
Dashboard opens by default (vs. Inbox which shows individual calls)
Four templated reports available out-of-the-box for all users
Default Dashboard Reports
Agent Leaderboard (default is last 7 days)
Purpose: Ranks individual agents by percentage of calls approved by Pulse
Key Metrics:
Rank and change from previous period (arrows indicate movement)
Agent name
Number of assessed and flagged calls
Approval percentage
Trend Comparison to previous period
Understanding the Data:
Higher approval percentage = higher ranking
When agents have same approval rate, tiebreaker is number of assessed calls
Clicking on numbers drills down to specific calls in Inbox
Top performer and rising performer highlighted
Assessment Item Leaderboard (default is last 7 days)
Purpose: Shows performance on individual assessment criteria across all calls
Key Metrics:
Ranks assessment items by pass rate
Common patterns: Professionalism typically ranks high, appointment scheduling often ranks lower
Different weights applied to different assessment items
Important Notes:
Assessment item percentages may differ from overall approval rates due to weighting (note - this is NOT information we share with accounts)
Some calls may be approved overall while failing individual assessment items
Cannot drill down to assessed calls (only flagged calls are clickable)
Team Performance by Date (default is last 30 days)
Purpose: Tracks team-level approval rates over time
Features:
Multiple colored lines for each assessment item
Interactive hover functionality to highlight specific items
Click to hide/show specific assessment items
Shows top performing assessment item and best day
Considerations:
Team performance can vary significantly based on call types
CSI calls may show more volatility due to different assessment criteria
Consider team size and call volume when interpreting data
Assessment Item Performance by Date (default is last 90 days)
Purpose: Tracks individual assessment criteria performance over time
Features:
Multiple colored lines for each assessment item
Interactive hover functionality to highlight specific items
Click to hide/show specific assessment items
Shows top performing assessment item and best day
Navigation Tips:
Hover over data points to highlight specific assessment items
Click on items in legend to hide/remove from view
Use scroll functionality to adjust time range
Report Customization
Individual user customization; All changes are user-specific - modifications only affect the logged-in user's view.
Expand Function
Click "Expand" to access additional filters
Modify date ranges, organizational filters, team selections
View changes without saving, or click "Update" to save permanently
Available filters vary by report type
Report Management Buttons - available on all reports
Reorder: Click and shift reports up/down (not drag-and-drop)
Expand: Access filters and customization options
Edit: Same as Expand function
Export to CSV: Download report data with date-based rows for charts
Archive: Permanently remove report (use with caution on default reports)
Adding New Reports
Process:
Click "Add New Report"
Select from available templates (based on four default reports)
Customize filters (teams, date ranges, assessment items, etc.)
Save as personal report
Use Cases:
Team-specific reports (CSI agents only, BDC agents only)
Custom assessment item focus
Different time periods than defaults
Store/organization-specific views
Training and Implementation Tips
Getting Users Comfortable with Pulse
Start Granular: Spend 5 minutes reviewing individual calls together
Review Assessment Items: Go through specific criteria with users
Listen Together: Review actual call recordings to understand assessments
Focus on Practical Application: Connect to existing workflows (campaign performance, disposition reviews)
Common Questions and Scenarios
Q: Why do approval percentages differ between Agent Leaderboard and Assessment Item reports? A: Assessment items have different weights, so overall approval considers the relative importance of different criteria.
Q: Can we customize which assessment items are tracked? A: Individual users can create custom reports focusing on specific assessment items, but the core assessment criteria are set by Volie..
Q: How do team comparisons work when teams handle different call types? A: Consider call type differences when interpreting team performance. CSI and BDC teams may have different success patterns based on their specific objectives.
Integration Opportunities
Campaign Performance Reviews: Use Pulse data when discussing poor campaign dispositions
Agent Coaching: Reference specific assessment items during training sessions
Team Meetings: Share team performance trends and improvement opportunities
Client Demonstrations: Show value of built-in call assessment vs. third-party tools
Technical Notes
Reports load with default filters already applied
Date ranges are preset for each template (7, 30, or 90 days)
Export functionality provides CSV format with date-based data structure
All user customizations are persistent and user-specific