> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wittify.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Center QA

> AI-powered quality assurance for contact center conversations. Sentiment, intents, agent scorecards, script adherence, anomaly alerts, volume forecasting, and a generative narrative report, all over the same date range you pick once.

<Note>
  **Contact Center QA** turns the calls and chats your contact center is already running into structured intelligence. Pick a project at the top of the sidebar, pick a date and hour range once, every page on the site reflects exactly that range.
</Note>

## How it works

1. Pick a project from the **project switcher** at the top of the sidebar. Each project is a separate dataset.
2. Use the **filter bar** under any page's hero to set the date range (**7 days**, **30 days**, **90 days**, or **Custom**) and the hour range.
3. Every chart, KPI, and table on every page reflects that range automatically.
4. The filters live in the URL, so when you share a link with a teammate they see exactly what you saw.

A small **+ New Project** button in the top bar (replacing the **Create Agent** button on CCQA pages) is where you'd start a new project. Wiring is in progress.

## Start here

<CardGroup cols={2}>
  <Card title="Overview" icon="chart-line" href="/en/Systems/Contact-Center-QA/Overview-Page">
    The home page of any project. KPIs, daily volume, hourly distribution, activity heatmap.
  </Card>

  <Card title="Sentiment Analysis" icon="face-smile" href="/en/Systems/Contact-Center-QA/Sentiment-Analysis">
    Breakdown pie + Top Sentiments bar + searchable Recent Sessions.
  </Card>

  <Card title="Intent Analysis" icon="lightbulb" href="/en/Systems/Contact-Center-QA/Intent-Analysis">
    Top 10 intents in your project, with per-segment transcripts.
  </Card>

  <Card title="TimeLens AI" icon="wand-magic-sparkles" href="/en/Systems/Contact-Center-QA/TimeLens-AI">
    A streamed narrative report of what happened in the date range you pick.
  </Card>
</CardGroup>

## Pages in this system

<CardGroup cols={2}>
  <Card title="Overview" icon="chart-line" href="/en/Systems/Contact-Center-QA/Overview-Page">
    Filter-reactive KPI strip (**Total Calls**, **Transcribed**, **Total Calls Time**, **Avg Duration**, **Days Analyzed**), daily volume chart, hourly distribution, activity heatmap, **Volume Forecasting** peek, **Goals & Benchmarks** rings.
  </Card>

  <Card title="Sentiment Analysis" icon="face-smile" href="/en/Systems/Contact-Center-QA/Sentiment-Analysis">
    Breakdown pie + Top Sentiments bar. Full-width **Recent Sessions** accordion with search, **All CSV** / **Page CSV** export, and expanded transcripts.
  </Card>

  <Card title="Intent Analysis" icon="lightbulb" href="/en/Systems/Contact-Center-QA/Intent-Analysis">
    Top 10 intents bar (localised in English and Arabic), session-list / transcript-detail block with per-segment intent tokens.
  </Card>

  <Card title="Speaker Timeline" icon="timeline" href="/en/Systems/Contact-Center-QA/Speaker-Timeline">
    Four sub-tabs (**Gender Detection**, **Sentiment Timeline**, **Intent Timeline**, **Silence / Dead Air**) sharing one layout: info banner, KPI strip, distribution charts, per-call timeline list.
  </Card>

  <Card title="TimeLens AI" icon="wand-magic-sparkles" href="/en/Systems/Contact-Center-QA/TimeLens-AI">
    Streamed chronological intelligence report. Each segment is a roughly 150-call bucket with main topics, flagged issues, and a short summary.
  </Card>

  <Card title="Agent + Team Scorecards" icon="users" href="/en/Systems/Contact-Center-QA/Agent-Scorecards">
    Per-agent KPI table (Calls, AHT, Sentiment Δ, FCR, Escalation, sentiment mix, top intents, 30-day trend). Teams tab is coming soon.
  </Card>

  <Card title="Compliance / Script Adherence" icon="clipboard-check" href="/en/Systems/Contact-Center-QA/Compliance">
    Phrase-matching of required scripts (greeting, recording disclosure, ID verification). Per-script, per-agent, and per-call breakdowns.
  </Card>

  <Card title="Volume Forecasting" icon="chart-mixed" href="/en/Systems/Contact-Center-QA/Volume-Forecasting">
    Forecast for **Next 7** / **Next N** days. Configurable **Horizon**, **Training window**, and **Confidence band**. Weekday profile + 24-hour heatmap.
  </Card>

  <Card title="Alerts + Anomaly Feed" icon="bell" href="/en/Systems/Contact-Center-QA/Alerts">
    Live rule evaluator. Threshold or rate-of-change rules on negative sentiment share, call volume, AHT, silence ratio, dead-air events. In-app + email + webhook delivery.
  </Card>

  <Card title="Goals & Benchmarks" icon="target" href="/en/Systems/Contact-Center-QA/Goals">
    Per-project KPI targets shown as progress rings on the Overview page. Admin-gated **Edit** dialog.
  </Card>

  <Card title="Ask & Visualize" icon="comments" href="/en/Systems/Contact-Center-QA/Ask">
    Chat with your data in plain English. The system writes read-only SQL, runs it, and renders Plotly charts inline.
  </Card>
</CardGroup>

## Common questions

<AccordionGroup>
  <Accordion title="Whose data is in my project?">
    Each project is a separate dataset, isolated by tenant. You only see the projects your account is a member of. Switching projects in the sidebar is the only way to see other tenants' projects (only if you're an admin on multiple).
  </Accordion>

  <Accordion title="Is the data live or daily?">
    The Contact Center QA backend ingests transcripts and audio in batches. Most projects refresh daily; some run on a faster cadence. The **Days Analyzed** KPI on the Overview tells you how many days of data are currently loaded.
  </Accordion>

  <Accordion title="Why does my filter say Last 30 days but the numbers seem off?">
    Each project has a date range it actually has data for. If you ask for **Last 30 days** but the dataset only has 8 days loaded, you'll see numbers for those 8 days. The custom-range calendar shows the project's available window.
  </Accordion>

  <Accordion title="Can I export every chart?">
    Yes. Every chart card has an **Export chart** button in its header that downloads a PNG. Page-level CSV exports are on the page itself (e.g. **All CSV** / **Page CSV** on Sentiment Analysis, **Download filtered calls CSV** on TimeLens, **Detailed CSV** on Compliance).
  </Accordion>

  <Accordion title="Are filters tied to the date or to me?">
    To the URL. When you change the filter, the URL updates. When you share that URL with a teammate, they land on the same view. Refreshing keeps the filter, so it survives reloads.
  </Accordion>

  <Accordion title="The Alerts bell badge says zero but I'm sure something happened.">
    The bell counts unacknowledged anomalies for the **current project** in the **current filter**. Switch projects or widen the date range to see other events. Acknowledged anomalies stay visible but the count drops.
  </Accordion>
</AccordionGroup>