Quality Dashboard: How to Monitor and Improve Performance

Introduction

The Helios Dashboard in the LivedCX Portal provides Quality and Analysts professionals with a clear, data-driven view of customer interactions. It combines key metrics, performance insights, and cost-saving opportunities into one centralized workspace, enabling faster decision-making and improved quality management.

Quality Dashboard Walkthrough Video
 

Purpose

The purpose of the Helios Dashboard is to:

• Monitor overall customer interaction trends in real time.
• Analyze key performance indicators (AHT, resolution, satisfaction, effectiveness).
• Identify cost drivers and potential savings opportunities.
• Drill down into contact reasons and root causes to find improvement areas.

• Support Quality Managers and Analysts in making informed, actionable decisions.

   

I. Logging In

To get started, log in to the LivedCX portal using your provided credentials.

After successful login, you will be taken to your Helios Dashboard (homepage).

II. Dashboard Overview

• The Helios Dashboard is the central hub for tracking customer interaction metrics.

• It provides a time-series view of interactions, contact reasons, performance metrics, and cost-saving opportunities.

   

1. Top-Level Interaction Metrics

At the top, a time-series graph displays trends in interactions:

• Total Interactions (Yellow): All customer interactions in the selected period.
• Processed Interactions (Grey): Interactions that have been processed.
   

2. Time Period Selection

Located at the top left, this allows you to adjust the reporting period:

• 1M (1 Month): Default view, data displayed daily.
• 3M (3 Months): Data displayed weekly.
• 1Y (1 Year): Data displayed weekly.
   

3. Contact Reason / Main Enquiry / Performance Metrics

This section helps analyze why customers reach out and how well issues are resolved.

• Path: Shows navigation (Contact Reason / Main Enquiry / Performance Metrics).
• Sort By (dropdown, top-right):
  • Volume: Default, sorts by highest-to-lowest interaction count.
  • Interaction Cost: Sorts by total associated cost.
  • Resolution Rate: Sorts by resolution success.
     

4. Contact Reason Bar Graph

The main component of this section is the bar graph, which visualizes the volume of interactions for different contact reasons.

• Y-Axis (Vertical): Displays the different Contact Reasons or Main Enquiries, such as "Order Management," "Delivery Service," "Refunds & Credit," etc. The bars are sorted in descending order by default.
• X-Axis (Horizontal): Represents the Count or Volume of interactions. The numbers on the axis (e.g., 10,000, 20,000, 30,000) show the scale of interactions.
• Bars (Yellow): The length of each bar corresponds to the volume of interactions for that specific contact reason. In the example, "Order Management" has the highest volume, while "General Enquiries" has a lower volume.

Pagination

• "1-10 of 24": This text indicates that the graph is currently showing the first 10 of a total of 24 contact reasons.
• Navigation Arrows (<, >) and Page Selectors (<<, >>): These controls allow you to navigate through the list of contact reasons.
  • Right Arrow (>): Click to view the next 10 contact reasons.
  • Left Arrow (<): Click to go back to the previous set of 10.
  • Double Right Arrow (>>): Click to jump to the last page of the list.
  • Double Left Arrow (<<): Click to go back to the first page.
     

5. Filter Panel (Left Side)

Use filters to refine your data view:

• Queue: Select interactions by queue.
• Channel: Filter by communication channel (phone, chat, email).
• Wrap-Up Code: Filter based on agent-assigned wrap-up codes.
• Originating Direction: Choose inbound vs. outbound interactions.
   

6. Donut Chart – Understanding Cost-Saving Recommendations

6.1 Overview

The cost-saving opportunity analysis uses an intelligent framework to identify where your organization can reduce expenses while improving customer satisfaction. This guide explains how the system works and how to interpret your recommendations.

6.2 The Value Assessment Framework - How We Evaluate Interactions

The system analyzes every customer interaction across two key dimensions:

Business Value Assessment

• Valuable interactions: Drive revenue and business outcomes
  • Customers make purchases within 30 days (10%+ conversion rate)
  • Generate measurable business impact
     
• Non-valuable interactions: Signal operational problems
  • Poor resolution rates
  • Higher than average handle times
  • Low customer satisfaction scores

Customer Value Assessment

• Valuable to customers: Meet customer needs effectively
  • Issues get resolved successfully
  • High customer satisfaction ratings
  • No follow-up contacts required
• Non-valuable to customers: Create frustration
  • Poor resolution rates
  • Lead to repeat calls

  • Generate customer complaints

     

6.3 The Four-Quadrant Savings Matrix

By combining business and customer value assessments, the system creates a 2x2 matrix that automatically categorizes every interaction type:

6.4 Action Categories

ELIMINATE (Low Business Value + Low Customer Value)

• Interactions that benefit neither business nor customers
• Examples: Redundant verification calls, requests for information already available online
• Action: Remove these touchpoints entirely

DIGITIZE (Low Business Value + High Customer Value)

• Customers need these interactions, but they don't drive business results
• Examples: Basic account inquiries, password resets, order status checks
• Action: Automate through chatbots or self-service portals

SIMPLIFY (High Business Value + Low Customer Value)

• Important for business but frustrating for customers
• Examples: Complex purchase processes, lengthy verification procedures
• Action: Streamline processes to reduce handle time and improve satisfaction

ENCOURAGE (High Business Value + High Customer Value)

• Win-win interactions that benefit everyone
• Examples: Product consultations leading to sales, proactive support preventing issues
• Action: Make these interactions easier to access and promote them

6.5 Interpreting Your Savings Report - The Savings Breakdown

Your report shows potential savings across all four categories:

1. Eliminate: Complete cost removal from wasteful interactions
2. Digitize: Labor cost reduction through automation
3. Simplify: Efficiency gains from process improvements

4. Encourage: Revenue increase from promoting valuable interactions

    

6.6 Reading the Numbers

Each category displays:

• Dollar amount: Potential annual savings or revenue impact
• Percentage: Portion of total opportunity
• Volume: Number of interactions affected

Example breakdown:

• Eliminate: $50,000 (20%) - Remove 500 monthly wasteful interactions
• Digitize: $75,000 (30%) - Automate 800 routine inquiries
• Simplify: $100,000 (40%) - Streamline 600 complex processes

• Encourage: $25,000 (10%) - Increase 200 high-value interactions

   

6.7 Implementation Priority

Start with Eliminate: These offer immediate cost savings with no customer impact risk.

Then Digitize: Implement self-service options for routine customer needs. Monitor adoption rates and customer feedback.

Focus on Simplify: Redesign processes that frustrate customers while maintaining business value. Test changes with small groups first.

Finally Encourage: Develop strategies to promote and facilitate your most valuable interactions.

6.8 Data Sources

Recommendations are based on analysis of:

• Actual interaction patterns from your contact center
• Customer conversion rates and purchase behavior
• Resolution rates and customer satisfaction scores
• Handle times and operational metrics

This ensures recommendations are specific to your organization's actual performance, not theoretical estimates.

7. KPI Gauges

Below the graphs, gauges provide quick insights into key performance metrics:

• Average Handle Time (AHT): Time agents spend per interaction.
• Average Predicted Resolution: Predicted first-contact resolution rate.
• Average Predicted Satisfaction: Predicted customer satisfaction score.
• Agent Effectiveness: Composite measure of agent efficiency.
  
   

8. Root Causes (Bottom Section)

This section shows underlying drivers of customer interactions.

• Default: All contact reasons
• Filtered: Selected reason only

Table Columns:

• Name – Description of the root cause
• Total Interactions – Number of interactions linked to the cause
• Interaction Cost – Cost associated with the cause
• Priority – Urgency level (e.g., Urgent)

Additional Feature:

• CSV Button: Click CSV to download the Root Cause report.
  The file will be available in the Notification section after download.

Pagination

• "1-10 of {record}": This text indicates that the graph is currently showing the first 10 of a total contact reasons.
• Navigation Arrows (<, >) and Page Selectors (<<, >>): These controls allow you to navigate through the list of contact reasons.
  • Right Arrow (>): Click to view the next 10 contact reasons.
  • Left Arrow (<): Click to go back to the previous set of 10.
  • Double Right Arrow (>>): Click to jump to the last page of the list.
  • Double Left Arrow (<<): Click to go back to the first page.

III. Drill-Down Analysis Workflow: Contact Reason / Main Enquiry / Performance Metrics

This section of the dashboard is designed to help you drill down from high-level contact reasons to specific performance metrics for individual agents.
 

1. High-Level Contact Reason Analysis

The first step in this workflow is to analyze a specific contact reason from the main dashboard.

• Action: Click on a bar representing a specific contact reason (e.g., "Order Management") in the main bar graph.
• Result (Pop-up): A pop-up window will appear. This pop-up provides a summary of the selected contact reason, including:
  • Interaction Cost: Total cost for all interactions under this reason.
  • Total Interactions: The number of interactions.
  • Avg. Predicted Resolution: The average resolution rate.
  • Avg. Predicted Satisfaction: The average customer satisfaction score.
  • Agent Effectiveness: The overall effectiveness score for agents handling this reason.

• Filtering: Clicking on the contact reason and opening this pop-up will automatically filter all other data on the dashboard to show only information related to this reason.

   

2. Drilling Down to Main Enquiry

From the contact reason pop-up, you can drill down to a more granular level to analyze specific main enquiries.

• Action: Click the "Show Main Enquiry" button on the pop-up.
• Result (New Path): The dashboard's path will update, and you will be taken to a new view that shows a breakdown of main enquiries for the selected contact reason. A line graph will display the interaction count for different main enquiries (e.g., "Order Placement Issues").
   

3. Analyzing a Specific Main Enquiry

The next level of analysis allows you to focus on a particular main enquiry.

• Action: Click on a line in the line graph that represents a specific main enquiry (e.g., "Order Placement Issues").
• Result (Pop-up): A new pop-up will open, showing performance data for that specific main enquiry. This includes:
  • Interaction Cost: The cost for this specific main enquiry.
  • Total Interactions: The number of interactions.
  • Avg. Predicted Resolution: The average resolution rate.
  • Avg. Predicted Satisfaction: The average customer satisfaction score.
  • Agent Effectiveness: The effectiveness score for agents handling this specific enquiry.

4. Accessing Detailed Performance Metrics

 

From the main enquiry pop-up, you can access a detailed view of agent performance.

• Action: Click the "Show Performance Metrics" button on the pop-up.
• Result (New Path & View): The dashboard will navigate to the "Performance Metrics" section. This view is pre-filtered with the selections you made:
  • "Select Contact Reason" dropdown will be set to the initial contact reason (e.g., "Order Management").
  • "Select Main Inquiry" dropdown will be set to the specific main enquiry (e.g., "Order Placement Issues").
  • The table will display performance metrics for top agents handling this specific inquiry.
• Download CSV: In this view, you can click the CSV download icon to get an audit file of the data. A notification will confirm that the file is available for download.
   

5. Direct Access to Performance Metrics Section

You can also access the Performance Metrics section directly from the navigation path without drilling down.

• Action: Click on the "Performance Metrics" text in the path (e.g., "Contact Reason / Main Enquiry / Performance Metrics").
• Result: The system will redirect you to the Performance Metrics section, with all filters set to their default or a broad view.
• Download CSV: The CSV download button will be available for you to export the displayed data.

6. Agent KPI Performance Analysis

Below the main performance metrics table, there is a graph for analyzing agent performance trends over time.

• KPI Dropdown: Use the "Select KPI" dropdown to choose a specific metric you want to analyze (e.g., Effectiveness, Resolution %, CSAT %, Blind Transfer %, etc.).
• Line Graph: The line graph will display the scores for the top 5 agents on that selected KPI over the chosen time period. This helps you visualize performance trends and compare agents against each other.