‎Standard Quality Management Reporting Widgets

Standard Quality Management Reporting Widgets

Updated

4 months ago

The standard Quality Management reporting dashboard displays a range of relevant Quality metrics and KPIs that allow Quality managers and supervisors to look at agent quality performance and extract post-call data in order to train the agents better.

Standard Quality Management Widgets

Top QM Metrics

Widget Name	Metric Name	Filters Applied
Total Allocations	Total Manual Evaluations	_
Total Evaluations Done	Total Manual Evaluations	Audit Status = Completed, Re-Evaluated, Agent Ack. Pending
Fatal Calls	Total Manual Evaluations	Evaluation Score = 0
Pending Evaluations	Pending Evaluations(case)	_
Pending Re-Evaluations	Pending Re-Evaluations	_
Avg. Evaluation Score	Evaluation Score	_
Avg. Evaluation Time	Evaluation Time	_

Agent Leaderboard

Agent Leaderboard can help in identifying the top performing agents. It also filters out based on the Evaluation Score if we want to consider agents falling in the low score bucket.

Column Name	Metric Name
Evaluated Agent	Evaluated Agent
Evaluation Score	Evaluation Score
Case Count	Case Count
Total Manual Evaluations	Total Manual Evaluations

Case Evaluations Summary

This is a high level summary for the audit evaluations. The Zero Scoring cases summary is made by applying a Filter of Evaluation Score = 0.

Column Name	Metric Name
Case	Case
Evaluated Agent	For User
Auditor	User
Evaluation Form	Checklist
Total Manual Evaluations	Checklist Response Count
Evaluation Status	Audit Status
Checklist Response Date	Checklist Response Date

Raw Extract Dump

This is the dump of all the evaluations done on the tool. Here all the case level fields along with individual parameter reporting can be viewed.

Here are some standard metrics that are used.

Column Name	Metric Name
Case	Case
Date	Checklist Response Date
Auditor	User
Checklist	Checklist
Evaluated Agent	Evaluated Agent
Auditor	Auditor
Checklist Response Count	Checklist Response Count
Language	Case Level Custom Fields
Engagement Score	Checklist Parameter “Engagement” Score

Similar to Checklist Parameter Score individual Responses are plotted using the metric <Checklist_Parameter_Name>.

The Zero Scoring cases Raw extract summary is made by applying a Filter of Evaluation Score = 0

Zero Call Summary

Fatal Cases at a Manager Level

This is used to analyze the agents under which managers are performing very badly.

X-Axis = Total Manual Evaluations

Y-Axis = Evaluated Agent Manager

Just like this Fatal Cases are identified at the auditor level also.

Zero Calls at Agent Level

To get insights on which agents are performing very badly.

Column Name	Metric Name	Filters
Evaluated Agent	Evaluated Agent	_
Fatal Evaluations	Total Manual Evaluations	Evaluation Score = 0

Low Performing Questions

This report helps to analyze the checklist parameters that are the least scored by agents when audited by QM’s.

Column Name	Metric Name
Checklist Item	Checklist Item
Checklist	Checklist
Checklist Item Response Count	Checklist Item Response Count
Avg. Score	Item Score

Checklist Parameter Distribution

Checklist Parameters Distribution is used to show how the checklist parameters responses are split. Generally a pie chart gives the best visual representation.

Wedge/Value = Checklist Response

Value = Checklist item response Count

Filters = <Checklist _Parameter_Name

Target V/s Achievement

As a Supervisor if we want to look at how the QM’s are performing, we can use this widget through which we will be able to understand how much evaluations are auditors completing on daily, Weekly or Monthly basis.

Column Name	Metric Name
Auditor(QM)	Checklist Item
Total Evaluations	Total Manual Evaluations
Pending Evaluation(Case)	Pending Evaluation(Case)
Pending Re-evaluations(Case)	Pending Re-evaluations(Case)
Evaluated(Case)	Evaluated(Case)
Agent Acknowledgement Pending	Agent Acknowledgement Pending

Similar to the Auditor level at the agent level, the Target v/s achievement is also created.

Detailed Total Allocations

In order to see a detailed view of all the cases that are assigned to all the Quality Managers the following widget is helpful as it gives the breakdown of important case parameters.

Column Name	Metric Name
Case	Case
Case Creation Time	Case Creation Time
Total Manual Evaluations	Total Manual Evaluations
Evaluated Agent	Evaluated Agent
Auditor(QM)	Auditor(QM)
Evaluated agent Manager	Evaluated agent Manager
Evaluation Status	Evaluation Status
Case Count	Case Count

Areas of Improvement

A Quality Manager is able to look at the different categories in which their agents are lacking. This report helps to look at the parameters where the agents are not performing well.

Column Name	Base Metric Name
Agent	For User
Checklist Parameters	Checklist Item
Evaluation score	Item Score

Acknowledgement Summary

Similar to Target v/s Achievement, this report is helpful if a QM wants to look at how many evaluations are present for agent acknowledgement and what are the distributions at an agent, auditor and Manager level or even look at the count of evaluations which are getting auto acknowledged.

Column Name	Base Metric Name	Custom Metric Definitions
Agent	For User	_
Team Lead	User Manager	_
Submitted Evaluations	Checklist Response Count	_
Completed Evaluations	Checklist Response Count	Metric - Checklist Response Count, with a filter of Audit Status as Completed and Re-evaluated
Ack. Pending	Checklist Response Count	Metric - Checklist Response Count, with a filter of Audit Status as Agent Acknowledgement Pending
% Ack. Pending	Checklist Response Count	% of Checklist Response Count with a filter of Audit Status as Agent Acknowledgement Pending
Ack. Expired	Checklist Response Count	Metric - Checklist Response count, with a filter of Evaluation Acknowledged By = Sprinklr System

Different Date Range Filters

A QM widget works on different Date filters, but the most frequently used are listed below.

Assigned for Evaluation At - This date range filters the widgets based on when evaluations are assigned for Evaluations.
Checklist Response Date - This date range filters the widgets based on when evaluation was filled on the case.
Evaluation Submitted Date - This date range filters the widgets based on when evaluation was filled on the case.
Evaluation Completed At - This date range filters widgets based on when evaluations got completed that is their status became Completed or Re-evaluated.
Audit Modified At - This filters the widget based on when the audit got modified which is through editing the audit, change of status.

Filters Used in QM Dashboard

Here are the list of standard dashboard level filters used in QM Dashboard

Metric Name	Definition
Social Network	The social network of the case
Reviewer	The reviewer for the users which is set at the User Level
Auditor(QM)	User who audits the cases
Evaluation Form	The checklist on which the audits are done
Evaluation Status	The different status in which the evaluation can exisit
Evaluated Agent	The user against which the audits are done
Evaluated Agent Manager	Manager of the user against which the audits are done
Campaign	The standard case level field where Campaigns associated with a case are stored
Evaluated Agent Reviewer	The reviewer of the users on which the audits are done
<User_Level_CF>	Any User Level Custom Field
<Case_Level_CF>	Any Case level Custom Field

Note: You have the option to limit users in the filters such as Auditor, Evaluated Agent Manager, and User Manager to a specific set of users. This prevents the challenge of searching through a long list of numerous users. To implement this restriction, kindly contact Sprinklr support at tickets@sprinklr.com.