The all new Dashboard - Organization View page displays how your organization as a whole is performing against your QA scorecard(s) and how your teams and agents compare with each other. This is the landing page for Admins and all users that can view all data within your company and is not viewable to this within limited permissions. 

There's a lot that's changed vs the old UI and a lot that has been left the same - to make sure you get of to a running start with the application. What's changed, you ask?

• Structure - We've replaced a long page that had sections, with tabs. Everything else is the same. 
• Design language - There's a whole new palette that has been used and this is consistent with the new UI being rolled out all over SL. 
• Enhancements - We've corrected numerous roadblocks and issues with the previous Dashboard.
• Charts - All new visuals!

The new page is divided into two tabs:

• Overview - The "Overall Metrics" and "Group Performance" sections from the old UI, have been merged into this tab.
• Assessment - The "Overall Assessment" section has been rebranded into the new Assessment tab. 

Note - this page is dependent on your existing Virtual Org (VO) structure that is built in the Core application. To view data, you must have created a VO and it must have Virtual Teams (VT) that are linked to it with active agents. 

You can only view the Dashboard with one active VO at a time. If you'd like to see data for your entire company, please make sure that you have created a VO that matches your requirement. 

Below is a detailed walkthrough of the tabs. 

Overview Tab:

The Overview tab is the default tab that is visible on loading. Here, you can find information and trends for all the key metrics in KPIs that your organisation is tracking.

For simplicity, lets divide this tab into three sections - 

1. Data cards - This section contains all the default metrics that you get with Elevate - QA Score, Effort Score and Tickets Handled - along with any KPIs that we import from your CRM (eg. CSAT, NPS, CES etc). Consistent with before, these cards all have growth rates displayed that work with the applied filters. 
2. Trend chart - This is line chart that gives you a visual of your selected VO's performance. The default parameter being displayed is QA Score. This can be changed to any of the other metrics using the dropdown on the top-left of the chart. 
3. Performance table - This is a table that shows you how the different VTs within your VO are performing, against the same metrics available in the above two sections. You can also click on any of the names of the VTs to go into the Dashboard - Team view (and within that page, click on any agent's name to go into the Dashboard - Agent view page - just as it was in the old UI). 

Assessment Tab:

The Assessment tab is the second tab on the Dashboard page. Here, you can find a detailed analysis of the QA performance of your selected VO - specifically how they did against the Skills and Behaviours within the selected scorecard.

Note - For this page to have any data visible, you must have a scorecard created within Elevate, conducted audits with it and you must have selected the same scorecard in the relevant filter. In the case of AutoQA, it will be already be created and available for you to select in the filter dropdown. 

The data cards section that you see right on top is identical the ones present in the Overview tab. 

The section below - with the chart - is where you see the information of QA performances. Features to note here are:

• Skills/Behaviours toggle - Using the dropdown on top-left of the chart, you can change the view from Skills to Behaviours. 
• Overall chart - The radial bar chart above is the total performance of the scorecard against the different grades. There is will as many colours in this chart, as there are grades in the scorecard you've selected.
• Individual line charts - The line charts to the right of the radial chart, all represent individual Skills or Behaviours. Within each line, you will colouring that represents that performance of that specific Skill or Behaviours against the different grades. Components:
  • Name of Skill or Behaviour
  • Info (i) button - Displays brief provided for the Skill or Behaviour
  • Grades - Percentage values (in light-grey) and coloured sections within the line chart for each grade
  • Percentage value - Displays the total %age of the most positive grade
  • Growth rate - Performance of the above percentage value vs the previous time period selected.
  • Details button - Side-sheet that provides more details about that specific Skill or Behaviour. 

On clicking the Details button, you instantly open up a side-sheet that gives more information about the selected Skill or Behaviour and unlocks the ability to quickly look for contributing tickets. 

Here, you get to see how each different VT within your selected VO is performing for the selected Skill (as above). Apart from just percentage values for each grade, you also get to see actual observation counts for the same. 

Do you want to take it a step further and look at tickets that contributed to this Skill's performance? If so, you have three new options from here:

1. Click on the 'View all tickets' button that is depicted above, and this will redirect you to the Search page where you will see cases that contributed to the selected Skill (as in the image above) across all VTs within the selected VO. 
2. Click on the 'open-in-new-tab' icon that is the right-most icon against every VT name that is listed. In the above image, there are 5 of them. On doing so, you will be redirected to Search with a list of all cases that contributed to the selected Skill for the select VT only.
    
3. To view contributing tickets for the selected Skill from different VTs within the same VO together, you can use the checkboxes that are available to the left of the names of the different VTs listed and then click on the button below (that in the above image now says "View tickets (2)"). 

With these enhancements, the ability to deep-dive into QA performances, especially AutoQA, has gotten so much easier (and clearer). To know more, please read articles on the Dashboard Team and Agent view pages. 

So there you have it, the all new look to the Dashboard page. If there's anything that you feel we missed out adding, do let us know.