The QA Dashboard provides licensed users (QA Supervisor, QA Analyst, or QA Admin) with an overview of Quality Assurance activities and results. The dashboard displays statistics, graphs, and data tables that help users track completed QA sessions, view score averages, and launch the QA Randomizer for evaluating calls.
The QA Dashboard has the following options:
Show QAs completed By: This drop-down allows the user to determine which calls are displayed in the QA Data Table by selecting the QA Admin whose evaluations they would like to view. For more information, see Viewing Completed QAs
Export to Excel: This option allows you to download QA data in an Excel format. For more information, see Exporting QA Dashboard Data
Show Call ID: Selecting this option displays the unique call ID in the QA Data table. By default, the Call ID column is hidden. The column becomes visible only when this option is enabled. For more information, see Displaying Call ID
QAs Completed: This graph provides a graphical overview of the number of quality assurance sessions completed by the logged-in user. The data is dynamically updated based on the QA sessions completed within the selected date range.
QA Score Average: This graph provides the logged-in user with a graphical overview of completed quality assurance session scores. The data is dynamically updated based on the score averages within the selected date range.
Date Range: This option lets you choose the time period for which QA results are displayed (for example, Last 6 Months, Last 4 Weeks, Last 14 Days).
Filters: This option allows you to narrow results by language or agent groups.
Clear Button: This option allows you to reset filters to default settings.
Begin Quality Assurance: This option launches the QA Randomizer. This randomly select a call to be scored. If no parameters are applied under Settings > QA Randomizer, the selected call is chosen from all available calls.
QA Data: Displays the following columns in a table:
Column
Description
Evaluation Form
Indicates the name or type of QA evaluation form used to assess the call (for example, Standard QA Form, Compliance QA Form).
Agent
Indicates the customer support representative whose call was evaluated.
Supervisor
Indicates the immediate supervisor responsible for monitoring and guiding the agent.
Manager Email
Indicates the email address of the manager overseeing the agent or supervisor, used for reporting or escalation.
Call Date
Indicates the date when the customer call took place.
QA Date
Indicates the date when the QA evaluation of the call was completed.
Coach
Indicates the person assigned to provide feedback and coaching to the agent based on the evaluation.
Status
Indicates the current state of the evaluation:
Pending
Completed
In Review: An empty column means the evaluation is in review.
Score
Indicates the QA score awarded for the call, reflecting the agent’s performance against the evaluation criteria.
Nom. Score
Indicates the nominal score the agent would have achieved if there were no section or total fails in the evaluation form.