QA Dashboard

Introduction

As a Quality Analyst or Manager, you can use this dashboard to gain a clear and comprehensive view of agent performance, customer interactions, KPIs, and flagged quality issues. It helps you stay on top of performance trends, identify areas that require coaching, and ensure quality standards are consistently met.

With this dashboard, you will be able to:

• Gain insights into your team’s overall performance
• Monitor individual agent behavior
• Track conformance metrics
• Analyze quality scores
• Review and investigate flagged interactions

This empowers you to take timely actions and support continuous improvement across your team.

 

Getting Started

Logging In and Accessing the Dashboard

Once you log in to the portal, you’ll be directed to the Dashboard Homepage, designed to provide a streamlined view of key metrics and features.

 

Dashboard Layout Overview

1. Top Section – User Profile

Located at the top of the dashboard, this section includes:

• View Your Name and Profile Information
  Easily identify your login account and access your basic profile details, including your profile picture. You can update it by clicking on Edit Profile.
  
  
• Update Security Questions
  Set or update your security questions. These are used to verify your identity in case you forget your password.
  
  
• Change Password
  Use this option to update your current password.
  
  
• Logout
  Click to log out of the portal safely.

 

2. Filters

Located just below the User Profile section, Filters help you refine the dashboard data.

Default View: All Agents are selected by default, and data for the past 1 month is displayed.

• Purpose:
  
  
  • Narrow down data to specific teams, agents, locations, communication channels, or time periods
  • Uncover trends and patterns within selected datasets
  • Improve efficiency by focusing on key performance areas
  • Track and compare performance over time for strategic planning
  • Gain deeper insights into customer interactions through contextual filters

 

3. Interactions

This section displays a visual timeline of interactions handled by agents.

• Graph Type:
  An area graph showing total interactions over time
  
  
• Date Axis Behavior:
  
  
  • ≤ 7 days: Day names (e.g., Mon, Tue)
    
    
  • 8–60 days: Specific dates (e.g., 21 Jan)
    
    
  • 61–90 days: Week ranges (e.g., 17 Jan – 24 Jan)
    
    
  • > 90 days: Month and year (e.g., Jan 25)
    
    
• Usage Tips:
  
  
  • Identify spikes or drops in interaction volume
    
    
  • Analyze daily, weekly, or monthly agent workload trends

 

4. Main Dashboard Panels

Split into two areas:

Left – Agent Performance

• Graph Type:
  Bar chart displaying KPI Score vs. Date, with a target line for goal comparison
• Date Axis Behavior:
  Follows the same behavior as the Interactions graph
• Usage Tips:
  • Track trends in agent performance
  • Identify top or underperforming agents
  • Switch between team and individual views using filters

 

Right – KPI Metrics

• Key Metrics Include:
  
  
  • AHT (Average Handling Time)
  • CSAT (Customer Satisfaction Score)
  • FCR (First Contact Resolution)
  • Etc ..
    
    
• Graph Type:
  Line chart showing the selected KPI score over time
  
  
• Interactive Feature:
  Selecting a KPI from the left-side bar dynamically updates the chart to reflect trends.
• Additional Feature – Drillthrough to Detailed KPI View:

If you want to explore user-wise KPI details, including individual scores, ranks, and trends:

1. Click the "forward arrow" button on the KPI bar chart.
2. The system will redirect you to the Performance Pages, where you can view:

i. KPI Score by user
ii. User Rank

iii. Performance trends over time

 

5. Bottom Section

Left – Conformance Leaderboard

• Purpose:
  Ranks agents based on their Conformance Score and reflects all applied filters
  
  
• Ranking Logic:
  
  
  • Agents ranked by whole-number conformance scores (0 decimal places)
    
    
  • Ties in actual score are broken alphabetically
    
    
• Info Icon Tooltip (for Hellofresh):
  "Conformance only based on calls categorized under the 'Cooking Preference' scenario name."

 

Right – Flagged Interactions

This section provides a real-time snapshot of flagged interactions needing manual review.

• Visual Breakdown:
  
  
  • Interaction bars show the number of flagged vs. unassessed interactions
    
    
  • If all are assessed, the message: "All issues resolved" is shown
    
    
• Color Coding:
  
  
  • 🔴 Red – 50% or fewer assessed
    
    
  • 🟡 Yellow – More than 50%, but less than 100% assessed
    
    
  • 🟢 Green – 100% assessed
    
    
• Value Updates:
  
  
  • Automatically on page refresh
    
    
  • Or when filters are changed
    
    
• Info Icon Tooltip:
  "Interactions are flagged if: – They have a successful wrap code – Compliance is under 100%"

QA Dashboard Performance – User Guide

Introduction

The QA Dashboard Performance Page provides a visual and interactive summary of agent quality assurance metrics. It helps track performance trends, assess conformance, and highlight areas for improvement through intuitive visualizations.

Getting Started

To begin using the QA Dashboard:

1. Access the Dashboard:
   • Open your dashboard platform.
   • Navigate to the Menu and select the Performance Page, or
   • Use the Forward Arrow from the KPI section to access the page directly.
     
     
2. Apply Filters:
   • Use filters (such as date range, team, location, etc.) to customize the data view.
   • All graphs and metrics will adjust dynamically based on your selected filters.
     
     
3. Explore Sections:
   • The dashboard is divided into key sections: Performance Leaderboard, User Trend Graph, and Donut Chart Section.
   • Each section provides specific QA metrics and trends for better performance insights.

 

Performance Page

Navigation:

• Menu → Performance Page
• Or via the Forward Arrow from the KPI section (Dashboard)
  
  

 

Sections:

 

1. Performance Leaderboard

Introduction: Ranks the top 50 agents based on their QA scores, displaying their name, rank, score, and performance trend.
The leaderboard offers a quick snapshot of who’s excelling and who may need support.

Displays:

• User Name
• Rank
• Score
• Trend
  
  

Trend Dot Colors:

• 🔴 Red: >10% below target
• 🟡 Yellow: ≤10% below target
• 🟢 Green: Target met or exceeded
  
  

Additional Notes:

• Shows Top 50 agents only

 

2. User Trend Graph

Introduction: Interactive line chart comparing selected agents' performance over time against team average and target.
It helps identify individual trends, outliers, and consistency in performance.

Functionality:

• Select up to 4 users
• Line graph showing:
  • KPI Score
  • Team Average
  • Target

Notes:

• Graph always shows Target & Team Avg
• Average varies based on applied filters
• Legend order: Target, Avg, Agents

Time Unit Display (based on date range selected):

• ≤ 7 days: Day names (e.g., Mon, Tue)
• 8–60 days: Specific dates (e.g., 21 Jan)
• 61–90 days: Week ranges (e.g., 17 Jan – 24 Jan)
• > 90 days: Month and year (e.g., Jan 25)

 

3. Donut Chart Section

Introduction: Visual breakdown of QA metrics using three donut charts: flagged interactions, manual assessments, and conformance rates.
Each chart uses color coding to indicate whether the metric is in the desired range.

Default View:

• Reflects all applied filters
• When an agent is selected, charts show agent-specific data

Donuts (from Left to Right):

1. Flagged Interactions / Total Interactions
   • 🟢 Green: ≤10%
   • 🟡 Yellow: 10–25%
   • 🔴 Red: >25%

2. Manually Assessed Interactions / Flagged Interactions
   • 🟢 Green: ≥80%
   • 🟡 Yellow: 50–79%
   • 🔴 Red: <50%
3. Avg. Process Conformance
   • 🟢 Green: ≥80%
   • 🟡 Yellow: 50–79%
   • 🔴 Red: <50%