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Level AI Contact Center Analytics

thelevel.ai

WebAPI
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Spec score 7.7 #8 of 30 in Contact Center Analytics Software

What it is

Level AI Contact Center Analytics brings calls, chats, and email data together with QA scores, customer feedback, and performance measures. It helps contact center teams examine agent and team performance, customer sentiment, call drivers, and operational trends. Tracked measures include QA Score, InstaScore, iCSAT, sentiment, customer effort, resolution status, NPS, CSAT, average handle time, and first contact resolution. Users can build filtered reports, compare agents or teams, track KPIs, and review historical trends. Dashboards cover QA performance, coaching, auditor performance, Voice of the Customer, and conversation insights. AI Workers answer natural-language questions about contact center data; scheduled reports and threshold-based alerts can also send updates or activate AI Workers. Dashboards export as PDFs, while role-based permissions separate individual, team, and organization-wide views. Integrations include Five9, Amazon Connect, Talkdesk, Genesys, Salesforce, Zendesk, Snowflake, and Microsoft Teams. The product is available on web and via API. Pricing is on request.

Spec sheet

Purpose
The analytics platform analyzes calls, chats, and emails to surface agent and team performance, QA scores, CSAT, call drivers, trends, and contact center KPIs.Read 3 Oct 2026 · thelevel.ai
Intended users
The analytics page describes reporting for contact center leaders, operations teams, product teams, and compliance stakeholders.Read 2 Oct 2026 · thelevel.ai
API
The product page says the Level AI API can move contact center data between systems and connect it with business intelligence tools.Read 3 Oct 2026 · thelevel.ai
Integrations
The integrations directory lists systems including Five9, Twilio, Amazon Connect, Talkdesk, Genesys, Zendesk, Salesforce, Okta, Slack, and Intercom.Read 3 Oct 2026 · thelevel.ai
Security
Level AI lists ISO 27001 Type II, SOC 2 Type II, HIPAA, PCI DSS, HITRUST CSF, and GDPR compliance or certification, and says audit documentation is available through its Trust Center.Read 3 Oct 2026 · thelevel.ai
Headquarters
Mountain View, California, United StatesRead 28 Sep 2026 · thelevel.ai
Access controls
Role-based reporting lets agents view their own data, managers and evaluators view team data, and admins view organization-wide data.Read 3 Oct 2026 · thelevel.ai
AI analysis
AI Workers let nontechnical users ask natural-language questions, and the page lists analyst workers for QA, search, teams, VoC, product gaps, resolution, sentiment, and iCSAT insights.Read 3 Oct 2026 · thelevel.ai
Availability limits
Level AI's service agreement specifies a 99.9% uptime commitment for its Standard Platform and 99.95% for its Enterprise Platform.Read 3 Oct 2026 · thelevel.ai
Custom reports
A built-in query builder combines AI insights with external data to create custom charts and reports across eight chart types.Read 3 Oct 2026 · thelevel.ai
Customer data use
Level AI states customer data is not used to train or fine-tune shared models and its AI subprocessors are contractually prohibited from using it for training.Read 2 Oct 2026 · thelevel.ai
Dashboards
Prebuilt dashboards include QA Performance, Coaching, Auditor Performance, Voice of the Customer, and Conversation Insights.Read 3 Oct 2026 · thelevel.ai
Data protection
The security page states that names, card numbers, and Social Security numbers are redacted before AI processing and that data is encrypted at rest with AES-256 and in transit with TLS 1.2 or higher.Read 3 Oct 2026 · thelevel.ai
Encryption
The security page states that data is encrypted using AES-256 at rest and TLS 1.2 or higher in transit.Read 2 Oct 2026 · thelevel.ai
Exports and access
Dashboards can be exported as PDFs, and role-based permissions let agents, managers, evaluators, and admins access different levels of data.Read 2 Oct 2026 · thelevel.ai
Exports and reporting
Dashboards can be exported as PDFs, and reports can be scheduled for automatic sharing at customized intervals.Read 3 Oct 2026 · thelevel.ai
Metrics
Tracked metrics include QA Score, InstaScore, iCSAT, Sentiment Score, Customer Effort Score, resolution status, NPS, CSAT, AHT, and FCR.Read 3 Oct 2026 · thelevel.ai
Omnichannel analytics
The platform analyzes customer conversations across calls, chats, and emails, alongside QA scores, customer feedback, and performance metrics.Read 2 Oct 2026 · thelevel.ai
Reporting and alerts
Reports can be scheduled for automatic sharing, and threshold-based analytics alerts can trigger notifications or AI Workers.Read 2 Oct 2026 · thelevel.ai
Security certifications
Level AI lists ISO 27001, SOC 2 Type II, HIPAA, PCI DSS, HITRUST, and GDPR compliance; compliance documents are available through its Trust Center.Read 2 Oct 2026 · thelevel.ai
Unified data
It brings conversation data, QA scores, customer feedback, and performance metrics into one analytics platform.Read 3 Oct 2026 · thelevel.ai
Who it serves
Level AI says it partners with enterprise customer experience teams to turn conversations into continuous improvement across people, processes, and AI.Read 3 Oct 2026 · thelevel.ai

Plans and prices

Level AI Contact Center Analytics Priced on request Pricing not listed publicly; schedule a demo Read 3 Oct 2026 · thelevel.ai

Every Level AI Contact Center Analytics plan and price →

Strong points and limits

Strong points

  • Combines conversation, QA, feedback, and performance data.
  • Tracks KPIs including CSAT, sentiment, and resolution status.
  • AI Workers answer natural-language questions about contact center data.
  • Dashboards export as PDFs; reports can be scheduled.
  • Role-based permissions separate individual, team, and organization data.

Limits

  • Pricing is on request.
  • The listed platforms are web and API.

Who it suits

It suits contact center leaders, operations and product teams, and compliance stakeholders who need reporting across conversations and performance data. Its reporting permissions also support different views for agents, managers, evaluators, and administrators.

Verdict

Level AI Contact Center Analytics consolidates contact center measures into reports, dashboards, and AI-assisted queries. Pricing is not public, so prospective customers must request it.

Where Specifiction places it

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