When reviewing the IQS of the team, it is important to include the results of all agents to understand where the team stands.
Especially during busy seasons, it can be difficult to ensure that every agent receives the necessary number of IQS ratings. The dashboard is useful for checking if any agents were overlooked for QA-rating.
The dashboard is simple but provides useful information such as:
- Agents who did not receive any QA ratings for the chosen time frame
- When the last known QA rating was completed for an agent. (If an agent is new and has not received any QA ratings, the dashboard will display "No IQS ratings so far."
- Whether an agent supported any tickets during the selected time frame or if they were on vacation.
The last item is particularly important in large teams where it can be difficult to keep track of who is on vacation and who needs to be QA-rated. The dashboard identifies an agent's work by the number of Total Tickets Solved or Total Tickets Handled, depending on your settings. For more information on how to review or change your QA settings, click here.
⭐️ If an agent has 0 Total Tickets Solved/Handled, it means they were not working and should not have any IQS ratings.
👆🏽 You can also select a single agent and click on their name to update all of the QA Insights Dashboards to the individual agent's level.