The Performance Dashboard is available for Supervisor or Admin users, in addition to their existing dashboard access.
Note: It is not available to Agents
To access the Performance Dashboard, click on the Dashboard tab:
Four pages are available, navigable via the menu in the side bar.
Overview
Various performance and trend metrics
Filter by AI scores, manual scores, different scorecards etc.
Look out for drilldowns into different tiles, graphs and tables to get further
Evaluations
A list of evaluations
Filter by AI/Manual, Fails present, Kudos etc.
Agents
Focuses on performance by Agent
Drilldown to a single agent for a more expansive view and the ability to create Scorebuddy Coaching Sessions (where available)
Questions
See performance per question for broad business trends
Drilldown into questions to see which agents to focus your coaching and training on in order to close the gap
For a short video overview of the Performance Dashboard, click here.