Agent Dashboard 

The Agent Dashboard displays how an agent is performing against your current quality scorecard. The interface has the following sections:

• Overall Metrics that are defined at the company level - this includes QA Score, CSAT, CES, Tickets Handled etc.
• Group Performance to get the summary insights about the different groups and their corresponding metrics
• The bottom section of the interface contains a list of all audited tickets (auto + manual) belonging to the agent.

Section 1: Key Metrics

In the first section, we have the key metrics of the organization with the current values for the selected time period, the percentage change and points difference over the previous time period.

• In this example, we can see that the QA Score % is 89.8, the relative % change from the last time period is -2.3.

Section 2: Score Trends

You can view trends of your team and agents for 12 time periods – either weekly or monthly. This will help you identify upward or downward trends and take corrective measures in time.

Audited Tickets

The table at the bottom half of the interface shows a list of audited (auto + manual) tickets for an agent.

You can sort on any column. Click on a column heading to view the ascending and descending sort arrows.

Click a row to open Ticket Details page for any ticket to deep dive into the case.

You also can see which tickets are manually reviewed by the check mark on the right of the ticket number.