To start our overview of the quality results, we first need to understand how our team or individual agent is currently performing based on their average Internal Quality Score (IQS) for a chosen time frame.
What information can be found in this dashboard?
- Current IQS (Internal Quality score) of your team/agent
This straightforwardly tells us how the team/agent performed and what their current average IQS is for the chosen time frame.
This will be presented along with the previously selected IQS target and the Total ticket volume your team supported. We represent the volume using the following:
- Total Tickets Handled or
- Total Tickets Solved
depending on your settings in Quality Assurance. More information about adjusting Settings can be found here.
- The difference in the result compared to the previous time frame
Right next to the IQS result, you can find a green or red block with a percentage. This block shows you how the current IQS changed compared to the previous time frame of the same size. If you chose to review a month, the IQS would be compared to the previous month, and the same goes for weeks, days, or even custom time ranges (e.g. 11 days).
Drag your mouse above this block to see the time frame that the result is compared to.
- The average number of QA ratings done per agent
The average number of QA ratings per agent can be found on the left side to help you understand if your agents receive enough QA checks on average.
Review the trend line to see if the QA rated tickets were distributed evenly throughout the chosen time frame or if they were all solved or handled on the same day/week. Place your mouse above it to gain more insights!
Note: You can always select a single-agent view and check the total number of QA ratings completed for the selected time frame.
- Criteria per agent
This information is useful to understand the team's average performance and their compliance with quality standards. This metric represents the average number of times the criteria were clicked.
Note: This information should be reviewed differently depending on the setup of your QA scorecard:
👉 For the deducting QA scorecard, this dashboard shows the number of mistakes agents made on average. Every time a QA expert clicked the criteria during QA rating, they marked a mistake that was made.
👉 For the accumulating QA scorecard, this dashboard shows the number of correctly followed processes by agents on average. Every time a QA expert clicked the criteria during QA rating, they acknowledged the correctly followed process on the ticket.
⭐️ It's up to you and your team to decide which type of information you prefer to see. You can save your old QA scorecard and create a new one inside Kaizo to review information on different levels. More about how to create your QA scorecard can be found here!
Like in the last example, review the trend line and understand if the mistakes your agents are making are evenly distributed within the time frame. Perhaps there were days or weeks when agents were struggling more.
- Impact per Agent
This block provides useful information about the previously selected criteria. It shows how these criteria affected our quality in general. Here, we connect all the clicked criteria with the value of these criteria and calculate the absolute amount of points.
✅ Example: The agent made three mistakes and lost -50; -100 and -15 points. The impact of this agent on the IQS is abs(-50-100-15) = abs(-165) = 165
❗️The impact is not limited by the QA scorecard's limit.
As in the previous examples, the overview of this block will differ based on your QA scorecard setup:
👉 For the deducting QA scorecard, you can see if the mistakes that were made are significant or are not as impactful on the quality of service. For example, one single grammar mistake will not affect the client's experience as the incorrectly followed procedure that caused a delay in the resolution.
⭐️ To get the best information out of this block, assign different values to your criteria and categories. For more insights, check out our e-books with 10 QA scorecard examples and learn about the practices that should be avoided when building the QA scorecard.
👉 For the accumulating QA scorecard, you can see how well agents follow important processes. For example, your agent can be the best when it comes to grammar or spelling, but their process knowledge may be lacking. Their positive impact on quality will be very low.
As in the previous examples, select a single agent to review the results on the individual level.
- Overview of all information together
Every block of this dashboard is essential in understanding how the team or individual agent is performing on average when it comes to QA.
When you start reviewing these results by hovering your mouse above the trend lines, you will be able to gather each piece of information from different blocks in a single view.
Check out the details, including the exact period you are reviewing, and the results for each previously described block to get detailed information about specific weeks or days.
🎉 Let's start our journey toward improved QA together! All questions and ideas are welcome through email@example.com.