Agent

A QEval agent console allows an agent to perform and review evaluations. The console also includes a personalized dashboard. It displays various analytical data on the basis of evaluations and other parameters in the form of figures, charts, and graphs.

When the user logs in as an agent with his/her user ID and password, the system redirects to the following screen:

The Agent console includes operational tabs like – Home, Coaching, My Universe, etc.

Note: The above-mentioned tabs are based on access rights. Admin can assign separate rights to the individual users. To know about the access rights of Agent, refer to Users Access Control.

Agent Home Page

Agents will have access to three main tabs on the home page:

Dashboard
Coaching
KPI Dashboard

Dashboard

Once the agent logs in, the Dashboard will be displayed as shown below:

Various analytical data will be displayed. Scroll down to view more and different statistics based on different factors.

The Dashboard displays the statistics of various categories of Evaluations, QA scores, and Tactical Warehouse. The default view displays the summary of the last four weeks’ data on the dashboard.

To search the data for a specific duration, then click on the Search Program button as shown below:

The agent will have an option to set the Start Date and End Date from the respective date picker options. Once the duration is set, click on the Search button.

All the information for different statistics will be displayed for the specified date range.

Now, let’s understand all the statistics displayed on the Dashboard page for agents.

Statistics	Description
Total Evaluation	Displays the number of total evaluations of the agent and the Doughnut Chart displays the statistics for each program.
Total Evaluation without Autofail	Displays the number of total evaluations without considering Autofail and the Doughnut Chart displays the statistics for each program.
Total Evaluation with Autofail	Displays the total number of evaluations with Autofail and the Doughnut Chart displays the statistics for each program.
QA Score with Autofail	Displays the total QA Score in percentage with Autofail of the agent and the Doughnut Chart displays the statistics for each program.
QA score	Displays the total QA score of the agent in percentage and the Doughnut Chart displays the statistics for each program.
Tactical Warehouse	Displays the number of evaluation forms that are Reviewed, Not Reviewed, and Completed by the logged-in agent. Note: These forms are submitted by the coach for the logged-in agent.
QA Evaluation Summary	Displays the total number of the QA Evaluation Summary based on – Reviewed and Not Reviewed – along with the Doughnut Chart.
Weekly Score	Displays the comparison between the agent’s weekly QA Score with Autofail and the weekly QA score without Autofail in Line Chart format. To view the legends, click on the Legend For Week as shown below. The Legend For Week window will be displayed as shown below: In this window, the date range of each week will be displayed for which the data is displayed for the Weekly Score in the Line chart format.
Bottom 3 Category	Displays the comparison of the agent’s weekly Bottom 3 categories – Resolution Details, Retention, and Concern in Bar Chart format. To view the legends, click on the Legend For Week as shown below. The Legend For Week window will be displayed as shown below: In this window, the date range of each week will be displayed for which the data is displayed for the Bottom 3 Category in the Bar Chart format.
Programwise score	Displays the comparison between the agent’s QA Score with Autofail and the QA score with Autofail out in Bar Chart format for each program.

For each statistic displayed on the Dashboard, the logged-in agent can perform the following actions:

View the Statistics on Full Screen

Agents can view all the stats of the Dashboard on full-screen mode. To do so, click on the Chart Context Menu icon which is highlighted on the following screen.

Then, click on the View in Full Screen option.

The data will be displayed in the full-screen mode as shown below:

To exit the full-screen mode, click on the Chart Context Menu icon and select the Exit from full screen option as shown on the following screen:

Print Chart

Agents can print the chart and save it in their local system as well. To do so, click on the Chart Context Menu icon and select the Print Chart option.

Download Chart

Agents can download each chart/statistic displayed on the Dashboard in –

PNG image
JPEG image
PDF document
SVG vector image

Agents can also download the data in CSV and XLS format as well.

To download this information in any of the above-mentioned formats, then click on the Chart Context Menu icon and select the required format.

The particular information will be downloaded into the local system.

View Data Table

Agents can view the data in the table format which is initially displayed in the Chart format. To do so, click on the Chart Context Menu icon from the required category and select the View data table option.

The data table will be displayed for the particular category as shown below:

The total of the particular category will be displayed at the bottom of the data table, for example, Total Evaluation, Total Evaluation Without Autofail, etc., as displayed on the above screen.

Coaching

An agent dashboard includes the Coaching tab as displayed on the below screen:

The Coaching page displays the number of training which are in Open and Closed states.

Open Training: It displays the number of pending coaching to be completed by the logged-in agent.
Closed Training: It displays the number of coaching which is completed by the logged-in agent.
Total: It displays the total number of training (sum of open and closed coaching) assigned to the logged-in agent.

The grid on this page displays the details of the training based on the selection of the state of the training.

To view the details of all the training that are in an open/pending state, click on the Open Training tab.

The data will be displayed on the grid as shown below:

On this grid, the following training details will be displayed:

Answer ID
No. of Training
Agent
Supervisor
Number
Program
Form
Create Date

Similarly, to view the details of all the training that are in the closed state and to view all the open and closed training details, click on the Closed Training tab and Total tab respectively.

The logged-in agent has the option to view and complete the coaching by clicking on the Answer ID link from the grid. This is as shown on the screen below:

When clicked on the Answer ID link, the agent will be directed to the View Evaluation page for the specific form of the specific program as shown below:

KPI Dashboard

The KPI Dashboard displays the Key Performance Behavior (KPB Index) and scores comparison of an agent with his/her team and program. Based on the performance, the dashboard also displays the predicted score of an agent for upcoming weeks. Thus, it helps the agent to analyze the performance and to improve if needed.

To view the KPI Dashboard, click on this tab from the home page of the agent console as shown on the following screen:

The KPI Dashboard page will be displayed as shown on the following screen:

To search for any specific information, select Client Name, and Program Name from the respective dropdown fields. Then set the date range by selecting the Start Date and End Date from the date picker option.

Select the Save selected program? checkbox for the system to save the particular selected program while searching the statistic.

Click the Search button to view the KPB index, score comparisons, and predicted performance. The system will display the result in the following format:

Agents can scroll down to view more reports.

The following reports will be displayed on this page:

Reports	Description
Score Comparison with Team and Program	Displays the score comparison of the Agent Performance with the Program Performance and Team Performance. To view the legends, click on the Legend For Week as shown below. The Legend For Week window will be displayed as shown below: In this window, the date range of each week will be displayed for which the data is displayed for the Score Comparison with Team and Program in the Bar Chart format.
KPB Index	Displays the Key Performance Behaviour Index of the logged-in agent.
Opportunity and Strategic Parameter Score against Benchmark	Displays the Opportunity and Strategic Parameter Score achieved by the agent against the Benchmark.
Strategic Parameter Score	Displays the Strategic Parameter Score achieved by the agent. To view the legends, click on the Legend For Week displayed under the chart.
Prediction Score Based on Strategic Parameter	Displays the Prediction Score based on the Strategic Parameter Score achieved by the agent.
Highest and Lowest Daily Score	Displays the highest and the lowest score achieved by the agent on a daily basis. The following chart displays the statistics of both High and Low Scores achieved by the logged-in agent on a daily basis. Click on the High Score displayed below to view the statistics of only High Scores. The statistics of only High Scores achieved by the logged-in agent will be displayed: Similarly, click on the Low Score and the statistics of only Low Scores achieved by the logged-in agent will be displayed:

For each statistic displayed on the KPI Dashboard, the logged-in agent can perform the following actions: