Dashboard - Agent View

The all new Dashboard - Agent View page displays how an agent is performing against your QA scorecard(s) and how your agents compare with each other. While this is a page you'd navigate to from the Dashboard - Team view page, this is also the landing page for all agents.

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? Well, its the same as the Dashboard - Org view page. 

• 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 - For users that navigate from the Dashboard - Team view page, they will also see the VT name and a back button to revert to the previous view. To navigate to another agent, users might first go back to the Dashboard - Team view page and then click on the desired agent.
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.

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. These will be the same as the Dashboard - Org view page. 
2. Trend chart - This is line chart that gives you a visual of the selected agent'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 agent is performing, against the same metrics available in the above two sections. You can also click on any case's ID to go into the Case Details 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 agent - 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.
  • Contributing cases - Click on the 'View tickets' button as 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) for the agent.

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.