Your numbers appear here after your first full day of handled contacts — they're imported each morning.
Been handling contacts for more than a day or two? Mention it to your team leader.
Quality & NPSSales
🤖 AI performance insight
Analysing your stats…
🎯 Your focus areas
Explore other practice — where customers are struggling right now
These are team-wide trends, not marks against you. Optional.
💛 Customer Praise
Loading praise…
Pod leaderboard — last 30 days
Leaderboard
Loading leaderboard…
Coaching
Latest coaching note
No coaching note recorded yet.
Top issue themes rolling 4 weeks
No theme data yet.
QA feedback what your evaluator noticed — last 30 days
🌱 Development notes
Your development goals and notes — visible to you, your team lead and your coach.
Coaching data is updated after each weekly rebuild from Google Sheets.
Simulator mastery
🎮 Training Simulator — team mastery
Practice scores per agent from the Frontline Intelligence Simulator — weakest first, so
you can see who to develop and on what. Click a name to open their coaching profile.
Loading simulator data…
Points Leaderboard
🏆 Points Leaderboard
Recognition + simulator mastery + impact bonuses, combined. Impact points are only earned
when content someone raised measurably cut issues.
Loading leaderboard…
Colleague Recognition
🌟 Pending Recognition
Submitted by team members. Approve to post to the agent's profile and feed into gamification.
Loading recognitions…
Employee Awards
🏆 Give an Award
Award an employee recognition. This updates their badge profile and announces to the GChat recognition space.
Award History
Loading awards…
Badge Viewer
🎖️ Agent Badges
Select an agent to view their current badges and points total.
Total Points
—
Peer & Manager Badges
🎮 Simulator Mastery
✨ Unique Badges — one of a kind, minted per recognition
Employee Awards
No badges earned yet.
Select an agent above to view their badges.
Team assistant Stats-aware — ask about any agent
Who needs attention?
Needs coaching
Log coaching
KBA query
Hi — ready to help with coaching, stats or team queries.
Loading training & KBA…
Training & KBA
📌 This week's headlines — is the content work paying off?
Loading headlines…
📥 Training needs — what to work on next
Every open request from all four intake queues, ranked by priority and evidence.
Work top-down; use Open queue to action an item in its source list.
Loading needs…
📅 Training Sessions
📅 Schedule Training Session
Loading sessions…
Loading sessions…
📥 KBA Requests
from agents · review drafts & publish to Confluence
Loading…
🤖 Chatbot Gap Feed
questions the chatbot couldn't answer · promote to KBA tracker or dismiss
Loading…
🎯 Simulator Scores
Loading simulator scores…
📊 Simulator Analytics
Loading analytics…
🎓 Training Requests
from agents · generate proposals & schedule sessions
Loading training requests…
⚙️ KBA & Training Tracker
auto-detected from issue patterns · generate & stage for n8n
Loading tracker…
📊 Weekly Signals
from issue data ·
📋 Weekly signals are generated automatically once n8n processes the week's issues. Agent requests above are always live.
Content gap analysis
🎓 Training themes 📚 KBA opportunities
🧠 Process Meeting Notes / Transcript
AI-extracted issues → KB
Paste meeting notes, a support questions session transcript, or any text log.
AI will extract structured issues, KBA candidates, and an exec summary — and save them to the knowledge base.
Issues and KBA candidates will be saved to the knowledge base automatically.
📊 Meeting Intelligence Summary
Issues extracted: 0
· KBA candidates: 0
Knowledge assistant
Add new KBA
Pending requests
View gap analysis
Hi — what are we working on today?
Loading executive summary…
📊
No executive data synced yet
Run Frontline Intelligence → 🗂 Sync Dashboard Data from Google Sheets.
Every call/chat is AI-analysed for product and topic, and flagged for whether the issue was actually
resolved — an AI-determined read of the transcript (Solved (AI)) alongside the
customer's own quality-feedback survey answer where one exists (Solved (QFB)).
This is distinct from the Daily Issues / CCMF views, which track questions agents raise internally —
this tracks what's actually happening with customers.
By Contact Channel
Daily Volume & Resolution Rate
Click any row for its full story — satisfaction, issues, KBAs & impact
By Customer Inquiry Category
By Subcategory — most frequent topics
By Product
Loading…
⚠️ MET / PET Reports
Mis-Escalated & Poorly-Escalated Tickets
Report a MET / PET
Reports I've Submitted
No reports submitted yet.
Team Reports
No team reports found.
Loading daily issues…
🗓️ Daily Issues
All Issues0
No issues logged for this date.
Loading admin panel…
⚙️ AdminSystem management
System Control
🔧
Maintenance Mode
Loading…
Analytics & ROI
📊 Usage & ROI
Searches (7d)
—
Searches (30d)
—
Active Users (7d)
—
Active Users (30d)
—
Answer Rate (30d)
—
Gap Rate (30d)
—
KB Documents
—
Open Gaps
—
Channel split (7d)
—
Web UI
—
Google Chat
Intake submissions
Daily search volume (14d)
Top questions (last 30 days)
No data yet
KBA pipeline status
User Management
👥 Users
Email
Name
Role
Team
Access
Admin
Actions
Loading…
KBA Intelligence
✨ Enrich KBA TopicsRewrite jargon topic names using AI
Finds KBA/Training items with internal call-type codes (HED, ACW, DID, etc.) or missing
customer_action
fields, and uses Claude Haiku to rewrite them in plain English.
Run a dry run first to see what would be changed.
KBA & Training Backlog
📚 KBA & Training Items
Use the buttons below to wipe the KBA or Training backlog.
After wiping, re-run the migration script on Cloud Shell to reload from the latest spreadsheet,
or use the Apps Script sync to push new signals directly. ⚠ This action cannot be undone.
Wipe backlog:
Dashboard Feedback
📊 Feedback from users
Loading feedback…
Impersonation Audit
👁 View-as / impersonation logWho viewed or chatted as another user
📨 Send Exec Brief NowGenerates AI narrative + sends branded HTML email to configured recipients
Database Search
🔎
Search, edit & delete documents
Search every Firestore collection for text (e.g. "An Agent"), then edit fields inline or delete the document. Optionally limit to specific collections.
Matched fields are highlighted with a star. Edits are saved per-document; deletions are permanent (a snapshot is written to admin_audit).