Quality vs Productivity: Finding Coaching Opportunities – Kaizo

Location for Team Performance: QA House → Company Insights

Location for Agent Performance: QA House → Team Insights

What These Dashboards Show

This scatter plot visualization compares your teams' and agents' Internal Quality Scores (IQS) against their tickets volumes, with bubble colors indicating average agent empathy levels per team.

Key Elements:

X-axis: Total Tickets Solved (volume of work)
Y-axis: Internal Quality Score (IQS %)
Bubble Color: Average Agent Empathy Level

How to Read This Graph

Each bubble represents one team. The position tells you two critical things simultaneously:

How much work does the team or agent handle (left to right)
How well they perform on quality metrics (bottom to top)

The Four Quadrants: What They Mean

Top Right (High IQS, High Volume) ⭐ Star Performers

These teams and agents deliver excellent quality while handling high ticket volumes
Action: Document their processes and best practices for company-wide training

Top Left (High IQS, Low Volume)

Quality is strong, but volume is limited
Possible reasons: New team or new hire, specialized tickets, or overly cautious approach
Action: Investigate if volume can be safely increased without sacrificing quality

Bottom Right (Low IQS, High Volume) ⚠️ At Risk

High throughput, but quality is suffering
Action: Immediate intervention required - team or agent may be overwhelmed or rushing through tickets
Consider: Reducing volume temporarily, additional training, or process review

Bottom Left (Low IQS, Low Volume) 🚨 Critical Focus Area

Neither quality nor productivity is meeting standards
Action:
- Review team composition and training needs
- Check for systemic issues (tools, processes, unclear expectations)
- Consider team restructuring or an intensive coaching program for the agent

Empathy Color Patterns: Additional Insights

🔴 Red/Pink bubbles anywhere on the chart:

Empathy scores below 40% indicate potential communication issues
Action: Implement empathy training regardless of IQS or volume

🟢 Green bubbles in bottom quadrants:

High empathy but low IQS suggests knowledge gaps, not attitude problems
Action: Focus on skills training and product knowledge

⚪️ Gray/neutral empathy with high IQS:

Team is technically proficient but may lack emotional connection
Action: Balance training between hard skills and soft skills