The Dashboard provides you with a comprehensive overview of your agents’ performance.
In this article, you'll learn about:
Accessing the Dashboard
The dashboard can be accessed via the side menu
Select the time period for which you'd like to view your Dashboard data.
When selecting your time period, you can:
Select from a range of common time periods (such as 1 week from current date, 1 month from current date, etc)
Select specific time periods, by specifying start and end dates
Filtering your dashboard information
To further refine your dashboard information, you can use the filtering feature.Click the filter button in the top right corner to view the range of filters available. E.g. you may only want to view the dashboard data for a specific team’s calls.
Once you’ve made your selections, click “apply” to update the Dashboard.
Key Dashboard Information
The information displayed on the Dashboard includes:
QA Score Over Time
Displays how your QA scores (overall, communication, compliance, and conduct) have changed over the selected time period.You also have the ability to select which QA scores you'd like displayed on the graph. Simply click on the labels at the top of the graph to include/exclude them.
QA Scores
Displays average scores (overall, communication, compliance, and conduct) across all calls for the selected time period.
High Risk Calls
Displays the agents with the highest count of high risk calls for the selected time period. By default, a high risk call is any call with a compliance score of less than 30%.
Best Agents
Displays the highest scoring agents for the selected time period (by overall QA score).