Group Dashboard

The Group Dashboard displays how your organization as a whole is performing against your QA scorecard and how your teams compare with each other. The interface has the following sections:

• Overall Metrics that are defined at the company level - this includes QA Score, CSAT, CES, Tickets Handled etc.
• Group Performance to get the summary insights about the different groups and their corresponding metrics
• Overall Assessment charts that display a QA sentiment of your organization and a comparison of Skills & Behavior performances between different groups.

Section 1: Key Metrics

In the first section, we have the key metrics of the organization with the current values for the selected time period, the percentage change and points difference over the previous time period.

• In this example, we can see that the QA Score % is 89.8, the relative % change from the last time period is -2.3.

Section 2: Score Trends

You can view trends of your team and agents for 12 time periods – either weekly or monthly. This will help you identify upward or downward trends and take corrective measures in time.

Section 3: Group Performance

The Group Performance helps you quickly view top metrics for your team according to the groups selected. It allows you to compare different groups and teams.

You can sort on any column. Click on a column heading to view the ascending and descending sort arrows.

Click a row to open the Team dashboard. This works across all types of teams.

The KPIs mentioned here are by default, the same as the ones mentioned above (within the Trends).

Understanding the Overall Assessment section

The Overall Sentiment graph provides a bird's-eye view of your team's QA performance, specifically pertaining your scorecard. 

We analyze each ticket to determine the grade per Behaviour. The graph shows the distribution of Behaviors vs the grades in your scorecard, across the selected period. 

Understanding the Skill/Behavior graph

You can toggle the view of this chart to display performance data for either Skills, or the Behaviors themselves.

The graph shows the distribution grades across the selected period's tickets. Hover over any segment of the bar to view the percentage and number of tickets per Skill/Behavior per grade. 

The percentage change from the previous period is displayed on the right of each bar.

When you click on the Skill/Behavior, you can visually compare which groups are performing better or worse than others.