Direct Answer (TL;DR)
Brilo AI Performance Dashboard gives teams a consolidated view of call analytics, real-time metrics, and key performance indicators (KPIs) for Brilo AI voice agents. The Performance Dashboard shows throughput, average handle time, error rates, transcript coverage, and sentiment trends so you can monitor agent behavior and optimization impact in one place. It supports real-time monitoring and historical reporting for ongoing tuning and operational reviews. Use the dashboard alongside Brilo AI routing and knowledge-base tools to identify training needs, automation gaps, and SLA risks quickly.
How do I view Brilo AI performance metrics? — You can access the Performance Dashboard from your Brilo AI admin console to see real-time and historical KPIs for voice agents.
Is there a dashboard for call analytics? — Yes. The Brilo AI Performance Dashboard aggregates call analytics, transcripts, and sentiment in a single interface.
Can I monitor SLA and error rates in Brilo AI? — The Performance Dashboard surfaces metrics that let you monitor errors, routing failures, and SLA-relevant indicators for configured workflows.
Why This Question Comes Up (problem context)
Buyers ask about a Performance Dashboard because enterprise teams need to measure the operational health of AI voice automation. Contact centers and compliance teams require visibility into agent performance, transcription quality, escalation rates, and trends over time. For regulated sectors like healthcare and insurance, leaders want to prove the automation is performing reliably and identify when human intervention or model retraining is required. Brilo AI’s Performance Dashboard is designed to answer those audit, operations, and optimization questions without forcing manual log reviews.
How It Works (High-Level)
The Brilo AI Performance Dashboard collects event and transcript data from active Brilo AI voice agent sessions and summarizes it into dashboards and trend reports. Dashboards typically include live call volume, average handle time, successful automation rate, transcript accuracy indicators, and sentiment aggregates. Administrators can filter by agent version, workflow, phone number, or timeframe to isolate issues.
In Brilo AI, performance telemetry is the stream of usage and quality events (such as call start, intent match, and escalation) that the dashboard aggregates for reporting.
In Brilo AI, transcript coverage is the percentage of calls with full or partial speech-to-text (live call transcripts) available for analysis.
In Brilo AI, automation success rate is the proportion of calls handled end-to-end by the voice agent without needing a human handoff.
For a feature overview that includes live call transcripts, sentiment analysis, and app integrations that feed dashboard data, see the Brilo AI feature overview and analytics page: Brilo AI feature overview — live transcripts, sentiment, and integrations.
Guardrails & Boundaries
The Performance Dashboard is a monitoring and reporting tool, not a training or corrective action engine. It surfaces issues but does not automatically change a live workflow without an administrator action. Common guardrails include thresholds for escalation (for example, high error rate or low intent confidence) and role-based access control so only authorized users can view raw transcripts or export data.
In Brilo AI, escalation threshold is a configured limit that, when breached, flags the workflow for review or initiates a human handoff.
Brilo AI will not modify an agent’s decision logic from metrics alone; administrators enact updates based on dashboard findings. For guidance on improving answer quality and conversation handling that inform guardrail definition, consult the Brilo AI support guidance on improving customer support quality: Brilo AI guidance — improving customer support quality with voice AI.
Applied Examples
Healthcare example: A health triage line uses the Brilo AI Performance Dashboard to track average call length, transcript completeness, and confidence scores for symptom triage workflows. Clinicians and operations can spot drop-offs where follow-up by a nurse is needed and adjust prompts to improve clarity and patient safety.
Insurance example: An insurance contact center monitors Brilo AI call automation rate, policy lookup success, and escalation frequency for claims intake. The team uses these metrics to tune knowledge-base answers, reduce unnecessary handoffs, and prioritize workflows that drive the most underwriting or claims throughput.
Banking/financial services example: A bank tracks authentication success, call drop rates, and sentiment trends on repayment reminder calls to ensure conversational flows meet regulatory and customer experience requirements and identify when a call should be transferred to a collections specialist.
Human Handoff & Escalation
Brilo AI voice agent workflows can be configured to escalate to a human when the Performance Dashboard detects operational signals or when the agent itself hits predefined escalation conditions (low confidence, user request, or blacklist triggers). Typical handoff behavior:
The voice agent flags the session for a warm handoff and attaches call transcript and intent metadata.
The routing layer sends the call to the appropriate queue or agent with context (customer ID, intent, last agent message).
The Performance Dashboard logs the handoff event so you can track frequency and downstream resolution.
These handoff records help teams correlate handoffs with root causes (knowledge gaps, ASR issues, or poorly phrased prompts) and reduce unnecessary escalations over time.
Setup Requirements
Provision an admin account in the Brilo AI console with permissions to view dashboards and exports.
Connect your telephony numbers and enable session logging so call events and transcripts are captured.
Configure workflow routing and intent logging so the dashboard can attribute metrics to specific voice agent versions and flows.
Enable transcript and sentiment capture for the workflows you want monitored (this generates the data the Performance Dashboard analyzes).
Integrate your CRM or webhook endpoint if you want KPI correlation with external systems (for example, to join calls to case records).
Define escalation thresholds and data retention policies in the Brilo AI admin settings to match your compliance needs.
For a product setup overview that helps you prepare telephony and integration steps, see the Brilo AI product setup and answering system guide: Brilo AI product overview — AI phone answering system and setup.
Business Outcomes
Faster problem detection: Dashboards surface failing flows and rising error rates so teams act before issues scale.
Better prioritization: Metric-backed insights let you focus engineering and content work on flows with the highest volume or failure impact.
Reduced unnecessary escalations: By tracking automation success and handoffs, teams can iteratively improve prompts and knowledge content to lower human load.
Clear audit trail: Dashboard logs provide a consolidated record of performance during operational reviews and vendor assessments.
FAQs
What metrics does the Brilo AI Performance Dashboard include?
Typical metrics include call volume, average handle time, automation success rate, intent confidence, transcript coverage, sentiment trends, and escalation counts. Exact metric availability depends on enabled features and your data retention settings.
Can I export dashboard data for reporting?
Yes. Brilo AI supports exports of aggregated metrics and event logs to CSV or your analytics endpoint when your admin role has export permissions. Exports can be scheduled or generated on demand.
How real-time is the dashboard data?
Dashboard data includes near-real-time metrics for active sessions and refreshed aggregates for historical views. The latency of live metrics reflects ingestion and processing times configured in your account.
Does the dashboard show transcript quality or ASR errors?
The dashboard surfaces indicators such as transcript coverage and confidence scores that help you infer ASR quality; detailed per-call transcript inspection is available when you have transcript capture enabled.
Who should have access to the Performance Dashboard?
Give access to operations managers, QA analysts, and responsible engineers. Limit raw transcript access to roles that need it for quality review to meet privacy and data governance requirements.
Next Step
If you want, schedule a technical review with your Brilo AI representative to map the Performance Dashboard KPIs to your SLAs and compliance requirements.