Agents
Contents
The Agents dashboard provides a summary of how each agent is performing.
The default view is to show the performance of all agents, but an agent can be selected to view the individual Agent dashboard.
Each of these views is examined below.
Agents
Default view shows a trending chart, comparing total QA scores against volume. This allows the user to detect if volume fluctuations (eg very high or very low volumes) has any impact on agent performance.
Below the trending chart is a table of agents and their QA scores broken down by category score.
The table can be sorted using the headers to highlight the top or bottom performers in either total score or category score.
Selecting an individual agent will open a new tab providing a list of calls for that agent.
Agent Dashboard
The Agent dashboard provides a summary of the performance of an agent as well as the ability to drill down into individual interactions and scores.
There are two key sections:
QA Score Metrics
Calls of Interest
QA Score Metrics
QA Score Metrics provides the average total score and category scores for the agent.
To the right of the QA scores is an Information Panel that provides, inter alia, the average Team Score, allowing you to see how the agent is performing relative to their team.
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 compared against the Team Score.
Calls on Interest
Shows category scores by interaction for the agent.
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).