Filters

Each tab on the QA Dashboard includes filters to limit the data based on defined criteria. Most filters are present on all tabs, while some are reserved for specific dashboards.

Filters on all tabs

The following filters are present on all tabs on the QA Dashboard:

• Date Range — If this is the only filter used, all data within the specific date range will be shown.

• Teams or Groups — Limit the data to only selected teams and/or groups. Teams are listed by team leader (including the designated Company Admin), and groups are listed by group name.

• Team Members — Limit the data to only selected team members.

• Reviewers — Limit the data to only selected reviewers.

• Languages — Limit the data to only interactions with the selected language(s).

• Tags — Select any available interaction tags.

• Autofailed Only — Select this checkbox to only include interactions that were automatically failed due to scorecard configuration (it is possible to configure a scorecard to automatically fail a QA review when specific scores are recorded).

Additional filters

The following filters are only available on specific tabs:

• Scorecards — (Completed Reviews, Drafts, Audits) Select any QA scorecard that was used for interactions within the specified date range.

• Events — (Completed Reviews) Here you can select a stage of the appeals and acknowledgments workflow (Unacknowledged, Open Appeals, Closed Appeals).

• Sources — (Completed Reviews) Here you can select the initial source of the QA review (Assignment, Initial, Stream).

• Include Audited — (Completed Reviews) If this is not selected, only reviews that have not yet been audited will be shown on the Completed Reviews tab.

• Auditors — (Audits) Limit the data on the Audits tab to only selected auditors.

• Drafts — (Audits) When selected, reviews in a draft state will be included on the Audits tab.

Total reviews and team overview

The Overview, Team Members, and Completed Reviews tabs all contain information about total reviews, average scores, and the number of team members reviewed in the selected period.

The Total Reviews section shows the number of reviews included in the current data set, broken down by fully scored interactions and those that only contain annotations.

For users with the "Team Leader [Default]" role, the Team Overview section shows the average score for your team and the number of team members that have been reviewed within the selected date range.

Overview tab

The Overview tab provides summary statistics to reveal QA program trends. This tab shows how many total reviews were completed and how many of those are fully scored or only annotated.

Scorecard overview and trends over time

Use the Scorecard Overview to compare the performance of reviews that used different scorecards. This information can direct your attention where it is most needed. For example, you might notice that your team is performing better on chat and email reviews compared to phone interactions, which would reveal an opportunity for improvement.

Similarly, the Trends Over Time chart can help you identify patterns in QA performance by scorecard.

The Scorecards Overview table at the bottom of the Overview tab summarizes information for each QA scorecard. To see a more detailed report for a scorecard, click See details or the corresponding bar on the Scorecard Overview chart. The following image shows a detailed view of the Phone scorecard, as an example:

After selecting a scorecard, the Total Reviews and Team Overview stats now apply only to the selected scorecard. The overview and trends charts now display data by section of the scorecard, revealing potential strengths or weaknesses in specific areas such as brand voice or interaction outcomes. This is one reason it is important to include sections in each of your scorecards!

Beneath that, the scorecard breakdowns can help to identify potential problem areas or strengths at a glance:

For example, in the image above, we can see that questions in the Outcome section score lower than those in the Brand Voice section, although both are positive scores.

To return to the Overview tab of the QA Dashboard, click Back to Overview directly beneath the filters near the top of the tab.

Team members tab

The Team Members tab presents a summary of team member performance and a breakdown by scorecard.

Here you can see each team member's performance on individual scorecards at a glance and a combined score taking all scorecards into account. You can also view a basic score for audits done for each team member. Within each additional tab, you can see the team member's performance for each section in a scorecard.

To review the completed reviews for any team member, click See reviews in the corresponding row in the table. This will open the completed reviews one at a time, allowing you to move through individual reviews via arrows near the top of the page.

Completed reviews tab

The Completed Reviews tab shows information for QA reviews that have been completed for your team members' interactions. The table in this tab contains summary information about each review, including the scorecard used, the reviewer's name, and score summaries. You can also open completed reviews directly from this page to view all available information.

The table includes several useful functions:

• Click a team member's name in any row to see detailed information about a review.

• Click Save in any row to pin a review to the sidebar of the 1:1 coaching page. Coaches can then add the review to the agenda of a coaching session for enriched context.

• Click Audit in any row to begin an audit of the corresponding review, or click View Audit to view a completed audit.

Drafts tab

The Drafts tab shows information about QA reviews for your team that are yet to be completed. Here you can see the scorecard, reviewer's name, start date, and interaction ID for each unfinished review.

Click Complete Review to continue working on a saved draft.

Audits tab

The Audits tab displays summary information about QA audits, in which the reviews and reviewers are scored to ensure consistency across reviews. This tab includes links to view any audit listed in the table. At a glance, you can see the audit date, reviewer's name, audit score, and auditor's name for each audit.

Click View in any row to open the full details of an audit.

Reviewers tab

You can click the Reviewers tab to view the QA Reviewers page. On the QA Reviewers page, click the QA Overview link to return to the QA Dashboard.

QA Dashboard for team members

Team members' view of the QA Dashboard can vary based on the permissions assigned to their role. For the "Team Member [Default]" role with no modifications, team members can see the Overview, Team Members, Completed Reviews, and Drafts tabs, with access to less information than the "Team Leader [Default]" role.

In the Total Reviews and Team Overview displays, users with the default team member role will only see their own performance metrics. All tabs will be limited to their own reviewed interactions, as well.