Performance

The Performance dashboard provides an overview of how QA total scores and category scores are trending over time, as well as the ability to drill down into specific question scores and trends.

There are four sections to the Performance dashboard:

• Customer Service Snapshot

• QA Scores

• QA Score Metrics

• Calls on Interest

Provides KPIs for the calls being scored.

Shows how QA scores are trending over the selected period.

Total QA scores are shown as well as a breakdown of scores into the four main categories:

• Agent Conduct

• Communication

• Compliance

• Empathy Response

You can Hide/Unhide a line by selecting the relevant legend icon.

QA Score Metrics provides the average total score and category scores.

Selecting Metric Breakdowns ↓ will Hide/Unhide the individual question scores that make up the total score and category scores.

You can select an individual question to show the trend line score for that question.

Selecting a category will only show the individual question scores for that category.

Shows category scores by interaction for the selected period.

Scores can be sorted by selecting the column headers.

Selecting the filename will open a new tab where you can review the interaction in detail (see Reviewing an Interaction for more information).

Selecting an individual question from QA Score Metrics will filter the Calls of Interest table to show the interactions that passed or failed that question.