📣 Release: Advance Analytics Dashboards

We're excited to introduce a new suite of analytics dashboards in QA House designed to help you identify performance gaps, prioritize improvements, and make data-driven decisions faster.

These new visual dashboards transform your quality data into actionable insights, making it easier to spot trends, allocate resources, and coach your team effectively.

What's New?

📈 Quality vs Productivity Analysis (Team & Agent Views)

Two complementary dashboards that show the complete picture of quality and productivity together:

Team Performance Dashboard - Strategic overview for resource allocation

• Compare IQS (Internal Quality Score) against case volume across all teams
• Identify star performers, overwhelmed teams, and those needing support
• See how agent empathy correlates with team performance through color-coded bubbles

Agent Performance Dashboard - Individual coaching insights

• Drill down to see individual agent performance within teams
• Identify specific coaching priorities and career development opportunities
• View ranked agent lists with IQS percentages and case volumes

How to access:

1. Go to QA House → Company Insights (for team view) or Team Insights (for agent view)
2. Use date filters to select your analysis period
3. Apply team/scorecard filters to drill into specific segments

What you can do with it:

• Identify teams/agents in the bottom-left quadrant (low quality, low volume) for immediate intervention
• Spot agents rushing through cases (high volume, low quality) who need quality focus
• Find quality-focused agents (high quality, low volume) who may need efficiency coaching
• Recognize top performers (high quality, high volume) for best practice sharing

📖 Learn more: Quality vs Productivity: Finding Coaching Opportunities

🎯 Contact Reason Dashboard

Analyze the contact reason that most impacts customer experience, and operations to prioritize which processes need improvement most urgently.

Key features:

• Compare customer sentiment against case volume for each contact reason type
• Bubble size represents reopen rate - larger bubbles indicate cases that aren't fully resolved
• Bubble color shows IQS - revealing whether issues stem from poor agent execution or broken processes

How to access:

1. Go to QA House
2. Select the Contact Reason Analysis view
3. Use filters to segment by team or time period

What you can do with it:

• Identify high-volume, low-sentiment contact reasons (bottom-right quadrant) as top priorities
• Spot high reopen rates (large bubbles) indicating incomplete resolutions

📖 Learn more: Contact Reason Dashboard