🎥 Check out our 2-minute video to see the new dashboards in action!
QA Performance Overview
Gain a broad view of QA performance over the past 12 months.
What’s inside:
Centre QA Benchmarking – Compare your contact centre’s average scores against other Daisee customers to identify opportunities for improvement.
Weekly QA Trends – Track how your overall and category scores evolve over time.
QA Score Growth – View monthly and quarterly score growth across key metrics to assess consistency in coaching outcomes.
These insights help you spot trends, address underperformance, and align your team toward continuous improvement.
Agent Performance Dashboard
Analyse agent QA performance in depth to discover high performers and those requiring extra support.
Highlights:
Centre Period Totals – See QA counts for your selected period.
Agent Rankings – Compare top and bottom agents by score, growth, and high-risk calls.
Performance Reports – Review detailed QA scores, call counts, and risk indicators for targeted coaching.
Pro Tip: Use the Min Count, Avg Period, and Growth Period controls to fine-tune your analysis and ensure fair comparisons.
🎯 Coaching Overview
Monitor coaching effectiveness across the last 12 months to ensure your team is improving consistently.
Includes:
Coaching KPIs – Understand your centre-wide performance gap.
Weekly Trends – Track how overall and target scores evolve.
Performance Distributions - Visualise how coaching impacts different teams and agents.
Use this dashboard to pinpoint where coaching is most effective - and where additional focus is needed.
Benchmarking Dashboard
Evaluate agent and question performance relative to your contact centre’s average.
Explore four levels of insight:
Centre Benchmarks – View overall and category scores.
Agent Rankings – Identify agents and questions most responsive to coaching.
Impact Heatmap – Instantly see which agents or questions most affect performance.
Impact Reports – Access complete tables for in-depth analysis.
Use this dashboard as the first step in the three-stage coaching process: Benchmarking → Targets & Actions → Gap Closure.
Targets & Actions Dashboard
Automatically generate data-driven coaching actions and target scores.
Key features:
Identify underperforming questions for each agent.
See the target score each agent can achieve by closing identified gaps.
Track Performance Gap and Closure Impact to measure the effect of improvements.
This dashboard turns insights into actionable coaching plans - helping teams close the gap faster.
Gap Closure Dashboard
Track coaching effectiveness month over month and measure how much of the performance gap has been closed.
Metrics include:
Initial Gap, Current Gap, Improvement, and Gap Closure (%).
See who’s on track and who needs additional coaching attention.
Use the Closure Heatmap to quickly visualise progress at a glance.
The Gap Closure dashboard completes the three-stage coaching cycle - giving you a full feedback loop from identification to sustained improvement.
Together, These Dashboards Help You
Benchmark your contact centre against industry peers.
Track QA and coaching performance over time.
Identify coaching opportunities at every level.
Turn insights into measurable improvement.
💡 Need a hand?
Check out our in-dashboard Guidelines for step-by-step explanations, tips, and examples - right where you need them. They’re available directly from each dashboard to help you get the most out of your QA and Coaching insights.