📣 Release: QA Insights Dashboard - new release!

The QA review process is crucial for any business but it means nothing if the post-QA process is incomplete.

After doing the QA rating it is important to review, drill into, and understand the results:

- Who has the lowest IQS (Internal Quality Score)?

- How many mistakes have been made? How did these mistakes affect our quality?

- Who is reaching our quality goal and needs extra attention from their coach?

Forget about the manual data export, gathering, and analysis - make coffee and open the QA House to get all the data from our new QA Insights Dashboard!

As we could no longer wait to share with you this new Dashboard, we divided the release into a few separate parts that will come out in the next couple of months.

You can start using these 3 QA-related dashboards right away:

1. Internal Quality Score (IQS) - you can view it using a customized time frame on the team or agent level:
   
   
   
   Drag your mouse through the graph and see more insights about every week/day. Compare it to:
   - Number of QA ratings done per agent
   - Number of times the criteria was clicked (for deducting the QA scorecard it will show the number of mistakes that were made per agent and in the accumulating QA scorecard you will see the number of correct criteria that were reached by your agents)
   - Impact of the criteria clicked on the Quality score (all of the criteria that were clicked during the QA rating had a points value. We are combining these points and reviewing how impactful the criteria were on the overall Quality)
   
   For more insights about this Chart, visit this page! 
   
   
2. The performance of individual Agents
   
   
   
   You can get a lot of useful insights from this board:
   - How many QA ratings did each agent receive for the chosen time frame?
   - What are their Average IQS so far?
   - Are they reaching the Quality target of their team?
   
   🚨To sort agents into High and Low performers, you need to first define the IQS target for your team inside Settings. Ask your Admin or the QA Admin to set it up - more about this can be found in this link. 
   
   
   
3. Non-rated agents
   
   
   When you're done reviewing team results, it is important to understand whether there's someone missing a Quality rating altogether. After specifying a time frame for your team's Quality results, you will get a list of agents with the following information:
   
   - Who has no QA ratings for the chosen time frame
   - When their last QA rating was done
   - Have they ever had any QA ratings?
   - What if they were on vacation? How would I know? We added the Total Cases Hanlded/Solved to show you if there are any cases that could have been rated for this agent. 
   
   

👆🏽You might ask us a very important question - how can I refresh this Dashboard to review an individual agent? 

Very simple - click on the agent's name and the Dashboard will be refreshed to the agent level! Click "Show team" to see the team results again. 

Do you need more help? Reach out to us at support@kaizo.com