While it is important to understand the quality results of your team and individual agents, you still need to know how to improve these results and what are your biggest opportunity points.
A newly released Root Cause Dashboard will help you to identify the opportunity points for your team/agents as well as see which criteria are being followed the best!
After overviewing the IQS result of your team compared to the IQS target setup earlier, reviewing the individual agent's results, and checking how many QA ratings were done for each of them so far, the next step is to understand - what should we work on to improve.
1. Open the QA house
2. Scroll down and locate a new "Root Cause" dashboard
3. "Unwrap" the scorecard that was used for the QA rating and its categories
This will help you to identify on the criteria and category level the processes that are followed the best by your team and those that should be worked on.
4. Swap between the Impact of the selected criteria and the number of times specific criteria were clicked. You can also review all this information together!
So what are you waiting for?! Go check out this new dashboard and plan your next coaching session with the agents!
For more information about how to read this dashboard, visit this Help Center article.