After reviewing the quality results on the team level, we want to understand how each team member contributed to these results.
To achieve this, we need the following pieces of information:
- Individual average IQS of each agent for the chosen time frame
It is a fundamental piece of information that carries a lot of important data. By looking at the view for All agents, you can see by default who is performing on which level.
We will sort your agents from the lowest IQS to the highest, but you can always sort it by Name or the number of rated tickets.
If you filter the time frame to a week (Monday to Friday) and select all channels and scorecards, you should get the same result as in the Agent Scorecard's "Internal Quality Score (IQS)" section (in IQS Total for the same week).
- The total number of QA ratings done for each agent
This information should always be viewed alongside the IQS score to understand the agent's real quality level. One QA rating cannot provide a complete picture of an agent's performance.
👆🏽 An agent's score may appear low if they received an unlucky ticket, or high if the case was easy.
- The individual IQS compared to the team's IQS target
While individual IQS scores should not be compared, it's important to establish an acceptable benchmark for the team's results.
⭐️Hint: The target should be challenging but not unrealistic. Our QA experts recommend setting IQS targets between 80% to 95% and adjusting them based on the agent's experience or role in the company.
🚨Important: you cannot compare an agent's IQS to the team's target unless it is set up in Settings. More about this can be found by following this link.
With 1 click you can change the view from All agents to those that have a High IQS (reaching or overachieving the target) and a Low IQS (not reaching the target).
Note: By default, the list shows Low IQS agents, but you can change the view.
⭐️ Pro-tip: Click on an individual agent's name to see their specific results across all the dashboards in the QA House.
To return to the team view, click "Show team" and the dashboard will be updated.