Home Page Widgets
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My Evaluation Metrics
This widget gives an overview of the evaluation metrics assigned to the Quality Manager.
Metric/Dimension | Definition |
Total Allocated | Total evaluations assigned to the QM |
Pending Evaluations | Total evaluations pending on the QM |
Pending Re-Evaluations | Total Re-evaluations pending on the QM |
Total Evaluations | Total QM Completed Evaluations |
Agent Acknowledgement Pending | Number of evaluations pending for agent acknowledgment |
Avg Evaluation time | Average time taken by the QM to evaluate completed or re-evaluated cases |
Cases Scored by AI | Total number of cases scored by AI (AI dimension) |
Avg Quality Score(AI) | Average of quality scores rated by AI (AI metric) |
My Evaluation Scores
This widget categorizes the evaluation scores into buckets and provides evaluation count and its % change against the respective buckets.
Metric/Dimension | Definition |
Evaluation Score(D) | Evaluation Score Buckets ( 0 , 1 - 25 , 26 -50 , 51 -75 , 76 -90 , 91 - 100 ) |
Evaluations Count | Total QM submitted evaluations (includes both completed and agent acknowledgement pending evaluations) |
% Change in Evaluations Count | Percentage change in total evaluations in each score bucket |
Cases Open for Evaluation
This widget shows the list of all the cases that are to be evaluated by a Quality Manager in the ascending order of time left to evaluate the case. The Quality Managers can click the Start button to open the assigned interaction directly with the correct checklist and agent selected on the Case Analytics page.
Metric/Dimension | Definition |
Case | Case ID that is assigned for evaluation |
Case Creation time | Shows case creation time in Sprinklr |
Agent | Shows agents involved in the case |
Audit Assigned on | Shows audit assigned time in Sprinklr |
Time Remaining (for Evaluation) | Total time remaining for the QM to complete their evaluations |
Cases Open for Re-Evaluation
If the agent is unsatisfied with their score, they can request for re-evaluation. All the cases raised for re-evaluation are populated in this widget. The Quality Managers click the Re-evaluation button to open the assigned interaction directly with the correct checklist and agent, selected on the Case Analytics page.
Metric/Dimension | Definition |
Dispute Reason | Mandatory reason for agent appeal process is captured here |
Drafts Open for Evaluation
This widget consists of all the cases which are in the evaluation draft state.
Calibration Evaluations Pending Acknowledgment
The widget consists of calibrated evaluations which require Quality Manager's acknowledgement. Quality Manager either accepts the calibration or raises a dispute.
Metric/Dimension | Definition |
Due Date | Date before which evaluation needs to be acknowledged |
Low Performing Agents
This widget gives the list of the low performing agents for the last 30 days, total evaluations done against those agents and the percent change of their scores from the previous period. This helps in easily identifying the low performing agents and comparing their performance with the other agents.
Metric/Dimension | Definition |
Agent Name | Name of the agent |
Total Evaluations | Total evaluations submitted by the QM (includes both completed and agent acknowledgement pending evaluations) |
Evaluation Score | Average Evaluation Score from all the evaluations done by the QM |
% Change from Previous Period ( Evaluation Score ) | Percent change in total evaluation score from previous period |
Areas of Improvement
This widget highlights the areas where the attention of Quality Managers is required to train their agents. By clicking the “Show All” button in the top right corner of the widget, the third pane opens on the right side of the page, giving a detailed view of this widget.
Metric/Dimension | Defintion |
Area of Improvement | Parameters / Questions (checklist items) on which the agent is rated on |
Checklist Name | Name of the Evaluation Form (Audit Checklist) |
Responses Count | Number of Responses filled for the particular parameter (checklist item) |
Avg. Score | Average Item Score from all responses filled |
% Change in Score | Percent change in average Item Score from all responses filled |
Evaluation Trend
This widget shows the evaluations done and pending against the last audit time. Hovering on the data points highlights the values. The user can drilldown on those values to get case details related to those evaluations.
Metric/Dimension | Definition |
Evaluations Done | Total Evaluations submitted by the QM (includes both completed and agent acknowledgement pending evaluations) |
Evaluations Pending | Total evaluations pending on the QM |
Re-Evaluations Pending | Total Re-evaluations pending on the QM |
Channel Wise Scores
This widget displays the evaluation scores (in descending order) against the social networks associated with the cases.
Metric/Dimension | Definition |
Social Network | Social Network of the case |
Evaluation Score | Average Evaluation Score from all the evaluations done by the QM |
% Change in Evaluation Score | Percent change in total evaluation score from previous period |
Status Card
Set yourself as Available, Unavailable or as desired from the drop-down from the top right corner of the Home Page.
Scores Overview
This widget provides data on the unique case evaluations done by the QM and the average evaluation score of those cases for a given calendar month.
Metric | Definition |
Unique Case Count | QM evaluated unique cases |
Evaluation Score | QM evaluated average evaluation score |
