Agent Dashboard
Agent View expands the Daisee platform allowing agents / staff members to view their own data within Daisee for reflection and review.
Team Comparison
Date Selector
Call Searching
Number of Calls
Number of High Risk Calls
Number of Reviewed calls
Your average QA Score
You scorecard performance
Your QA score over time
1. Team Comparison allows you to select a team that you are a part of to view how you are doing compared to your peers for each specific question from the scorecard (8).
2. The Date Selector allows you to view all your calls over a specified timeframe. You can select custom dates or select a pre set time frame e.g. 3 months.
3. Call Searching is broken down into 3 options.
- Search Calls
- Search by Call ID
- Search by Customer ID
4. Number of Calls depicts your total number of calls for the selected time period (2).
5. High Risk Calls depicts the total number of high risk calls for the selected time period (2) that have been marked in the scorecard as critical to pass and have not done so.
6. Reviewed calls depicts the number of calls for the selected time period (2) that have been reviewed by a team leader / manager.
7. Average QA score displays the QA score for your calls over the selected time period (2).
8. Scorecard Performance shows every question on your companies scorecard and how you have been performing against those questions. Green indicates a good score, grey indicates an average score and red indicates a low score.
9. The QA score over time graph illustrates how your performance has tracked over time broken down into 3 categories:
- Communication
- Compliance
- Conduct
Agent Calls
Underneath the above graphics, you have access to all of the calls in Daisee where you (the agent/staff member) are the receiver.
The calls are listed and in the table with the following information:
Recorded at
Call ID
Duration
Communication (QA measure %)
Compliance (QA measure %)
Conduct (QA measure %)
QA Score Overall %
Review Status
View call
The option 'View call' allows you to go into that specific call and review how the call was scored against the scorecard.
Viewing Calls
The call viewing page allows you to listen to the calls as well as seeing how the call has scored against the scorecard criteria. The call view is broken down into the following areas:
Review call window - This allows you to see any reviews on the call as well as any comments from managers.
Call tags - these can be used by you to tag calls for future reference or to highlight calls to your manager for review.
Audio Playback - The audio player allows you to listen to the call recording as well as see flags that relate to the scorecard results.
Scorecard tabs - The scorecard is broken into 4 tabs:
Overall - Shows the entire scorecard
Communication - Shows the Communication only questions
Compliance - Shows the Compliance only questions
Conduct - Shows the Conduct only questions
Scorecard/Transcript Toggle - This toggle allows you to switch between the scorecard results and the audio transcript of the call.
Scorecard - The scorecard is custom to your business and outlines the important criteria used to grade calls for QA. Daisee's AI then analyses the call to see what questions have been met and which have not using green, red and grey indicators.