Insights Dashboard

The Insights dashboard is your go-to tool for understanding how your team or individual agents are performing based on their Quality results. Let’s explore the key insights it offers to help you stay on top of quality performance!

🌟 Team-Level Insights at a Glance

1. Current IQS (Internal Quality Score)

   Your dashboard highlights the average IQS of your team for a chosen time frame, helping you measure performance against the set IQS target and the total ticket volume handled.

   • Ticket volume is displayed as Total Tickets Handled or Total Tickets Solved, based on your Quality Assurance settings.
   • With just a quick look, you can assess both the quality of service and the team's workload!
   
   📖 Tip: Need help adjusting settings? You can learn how to manage QA Settings here. 
   
   
   
   • Hover over the block to see the exact period being compared.
   • This makes it easier to spot improvement trends or areas needing attention!

     📊 IQS Trend Compared to the Previous Period

     Next to the current IQS, a green or red block indicates the percentage change compared to the previous period of the same length (e.g., week-over-week or month-over-month).

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   Drag your mouse above this block to see the time frame that the result is compared to.
   
   

👤 Individual-Level Insights: Agent Contributions to Team Success

Once you’ve reviewed the team’s overall performance, the next step is understanding how individual agents contributed to these results.

1. Individual IQS Scores for Each Agent
View the average IQS for each agent during the selected time frame.

• Agents are sorted from lowest to highest IQS by default, but you can also sort by Name or Number of Rated Tickets.
• By matching the time frame, channels, and scorecards to the settings in the Agent Scorecard, you’ll see consistent IQS data across all dashboards.
  
  
  

💡 Pro Tip: The IQS alone doesn’t tell the whole story. Always review the number of QA ratings per agent to ensure their scores reflect a balanced sample size.

2. Comparing Individual IQS to the Team Target

While direct comparisons between agents aren’t always productive, it’s helpful to check how individual IQS scores align with the team’s overall quality target.

⭐ Expert Tip: Set challenging but realistic IQS targets, typically between 80%–95%. Adjust them based on the agent’s experience and role to maintain fairness and motivation. More about how to set up the IQS target can be found in this link. 

3. Agent-Specific Views

👆 Drill-Down Pro Tip: Click on any agent’s name to see their detailed performance across all dashboards in the QA House. To return to the team view, click “Show Team.”

📌 Key Insights to Keep Your Team on Track

The dashboard offers additional information to help manage performance effectively:

• Agents Without QA Ratings: Instantly identify team members who didn’t receive QA ratings during the selected time frame.
• Last Known QA Rating: See when each agent was last rated. For new agents with no ratings yet, you’ll see “No IQS ratings so far.”
• Agents on Vacation: Confirm whether agents supported any tickets during the selected period to ensure fair evaluations.

⭐ Pro Tip: If an agent has “0 Total Tickets Solved/Handled,” it means they weren’t working during the time frame and shouldn’t have received IQS ratings.

🛠️ Root Causing: Maximize Your Insights

Once you’ve reviewed your team’s and individual agents’ performance, the next step is to understand how those results came about. This is where the Root Cause Dashboard becomes your ultimate tool, providing deeper insights into the underlying factors that influenced your IQS.

1. Impact of Criteria, Categories, or Scorecards

• See how each item influenced your IQS—positively or negatively.
• In deducting QA scorecards, high-impact criteria show where most points were lost.
• In accumulating QA scorecards, high-impact criteria reflect where agents excelled.

✨ Pro Tip: Use the trend line to track whether issues or improvements are recent or consistent.

2. Frequency of Criteria Selection

• Understand how often each criterion was selected during QA ratings.
• In deducting scorecards, frequent selections highlight repeated mistakes.
• In accumulating scorecards, less-selected criteria show where improvement is needed.

3. Balancing Frequency and Impact

• High-frequency, low-impact items show common but minor issues.
• Low-frequency, high-impact items (e.g., critical procedural errors) require urgent attention.

💡 Tip: Review both metrics together for a well-rounded view of performance.

🧐 Example above:

We have identified a few opportunity points for this team: "Wrong email template used" and "Incomplete information provided". These are the most concerning issues.

While the "Wrong email template used" was flagged only twice this month, it is a serious mistake that resulted in a total deduction of 60 points. On the other hand, "Incomplete information provided" occurred more frequently and was flagged again quite recently, but its overall impact on our final Quality results was only half as significant.

I am inclined to focus on the most frequent mistakes, especially since the trend line suggests this is still a coaching opportunity for my support team. Would you take a similar approach?

4. Team and Agent-Level Analysis

• Team Level: Identify group-wide trends to plan training sessions.
• Agent Level: Click on an agent’s name for a personalized performance breakdown to guide 1:1 coaching.

The Root Cause Dashboard enables targeted coaching and effective prioritization of training, helping you address both major issues and smaller, recurring ones.