📣 Release: QA Insights Dashboard Enhancements – Totals, Grouping & Visualization

We’ve rolled out a set of exciting improvements to the QA Insights Dashboard, making it easier than ever to track, analyze, and visualize your QA performance! 🙌

From pinned totals to smarter grouping and trend charts, these updates give you a clearer and more actionable view of your data.

What’s New?

📌 Totals Row Pinned in QA Overview 

• The Totals row is now pinned at the top of the QA Overview table.
• Keep summary data visible while scrolling through detailed rows. 

🔎 Grouping by Custom Fields (Contact Reason) 

• Added support for grouping QA Overview data by custom fields, starting with Contact Reason.
• View IQS and Rated counts aggregated by custom field values over time (week/month).
• Complements existing Team and CSAT grouping options. 

🎨 IQS Color Coding 

• IQS values in QA Company Insights now feature color coding, making it easier to spot performance levels at a glance.
• Color consistency also improved across the Adherence screen. 

📊 Trend Charts for IQS & Ratings 

• New trend charts added for IQS (%) and rating counts.
• A new icon button column (visible when rating count > 0) opens a drawer with charts showing IQS and ratings over time. 

Why It Matters

These enhancements make QA Insights more intuitive, visual, and flexible. You can now:

Keep totals visible at all times. Slice data by custom fields for deeper analysis. Spot performance patterns faster with color coding. Visualize trends in IQS and ratings over time with just one click.

Together, these improvements help you understand performance trends, identify opportunities, and make smarter decisions faster. 🚀

Related Resources

Insights Dashboard