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Design & Dashboard Layout

Design & Dashboard Layout

Contents

Design

Wordbench 2.0 is designed around Automated Quality Assurance (“QA”) and measuring the performance of agents. Hence, the default view when first logging into Wordbench 2.0 is to view the Performance dashboard that provides an overview of the QA Scores.

QA Scoring Methodology

See the Knowledge Base article on Automated Quality Assurance for details on how each interaction is scored.

Dashboard Layout

 

Wordbench 2.0 has 8 major dashboards:

Dashboard

Key Functions

Link

Dashboard

Key Functions

Link

Performance

  • Trend line of QA Scores.

  • Breakdown of QA Score by question.

  • Table of calls and the QA Score.

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Agents

  • View QA Scores by agent.

  • Drill down view QA Scores by call.

  • Create a “booking” in the Coaches' calendar

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Conversation Search

  • Similar to the Wordbench 1.0 home dashboard, showing a table of calls with key metrics.

  • Ability to search for calls based on various metrics.

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Applications

  • Review and edit the standard QA Scorecard that creates the QA Scores shown throughout the GUI .

  • Add and manage custom applications.

  • Similar in functionality to Applications in Wordbench 1.0.

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Settings

  • Manage your account, users and permissions

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