A supervisor has the responsibility to manage, guide, and coach an agent for the QA processes. The supervisor console displays sets of data and analytical reports to track down the performance of the agent(s).
When a user logs in as the supervisor with his/her user ID and password, the system redirects to the following screen:
The Supervisor console includes the operational tabs like – Home, Manage, KPI, Quality, Coaching, My Universe, Reports, Settings.
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 the Supervisor, refer to Users Access Control.
Supervisor Home Page
Admin will have access to six main tabs on the home page:
- Dashboard
- Program QA Performance
- Overall QA scores – Program
- Disputed Evaluations
- Coaching
- KPI Dashboard
- Active User Dashboard
Dashboard
Once the supervisor 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 graphical representation of data will be displayed in the form of a Doughnut Chart, Line Chart, Bar Graph, etc.
In order to generate any specific data in the Dashboard, the supervisor needs to set the search filter. To do so, click on the Search Program button as shown below:
The supervisor 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.
The data will be displayed accordingly.
The following data will be displayed on this page:
|
Dashboard Elements |
Description |
|
Total Evaluation |
Displays the total number of evaluations of the agents for the specified date range. |
|
Total Evaluation without Autofail |
Displays the total number of total evaluations without considering Autofail. |
|
Total Evaluation without Autofail |
Displays the total number of autofail that occurred for the specified date range. |
|
Disputed Evaluation Summary |
Displays the total number of disputes in the following states:
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|
QA Score |
Displays the overall QA score of all the agents in percentage.
|
|
QA Score with Autofail |
Displays the overall QA score of all the agents considering the Autofail in percentage. |
|
Weekly QA Score |
Displays the overall weekly QA score of all the agents in percentage. These statistics are displayed in the Line Chart format.
Click on the QA Score With Autofail displayed below the chart to view the statistics, particularly for this category as shown below:
Click on the QA Score Without Autofail displayed below the chart to view the statistics particularly for this category as shown below:
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 QA Score with Autofail and Weekly QA Score Without Autofail in the Line Chart format. |
|
Weekly Reviewed/Not Reviewed Agent wise |
Displays the weekly report of reviewed and not reviewed evaluations for agents in the Bar Chart format.
Click on the Reviewed displayed below the chart to view the statistics, particularly for this category as shown below:
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Autofail Evaluation Agent Wise |
Displays the report of autofail evaluation of each agent in the Bar Chart format.
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Programwise Scores |
Category Score These statistics are displayed in the Bar Chart format. The following chart displays the statistics of QA scores achieved by all the agents in each category.
The above screen displays the data for different categories for every week ending like:
To view the stats for specific categories, select those particular category names displayed under the chart and the data will be displayed for the selected categories as shown below:
Top 5 Agents on QA Score With and Without Autofail These statistics are displayed in the Bar format. The following table displays the statistics of both programwise QA scores achieved by the top 5 performing agents with and without the Autofail on a weekly basis.
To view the stats for the specific program(s), select those particular program name(s) displayed under the chart and the data will be displayed for the selected program(s) as shown below:
Bottom 5 Agents on QA Score with and without Autofail These statistics are displayed in the Table format. The following table displays the statistics of both programwise QA scores achieved by the bottom (poor) 5 performing agents with and without the Autofail on a weekly basis.
To view the stats for the specific program(s), select those particular program name(s) displayed under the chart and the data will be displayed for the selected program(s) as shown below:
|
| Tactical Coaching |
Tactical coaching graphs assist the logged-in user to access the comprehensive agent-level coaching data. These statistics are displayed in the Bar Chart format as shown below:
Click on the individual agent’s name displayed below the chart to view the status of only that specific agent as shown below:
Then, the status of Accept, Decline, and Pending cases of that specific agent will be displayed as shown below:
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| Tactical Coaching Status |
Tactical coaching status statistics are displayed in the Pie Chart format. On this chart, the user can view the number of completed, pending, and unsuccessful coaching status as shown below:
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Click on the Not Reviewed displayed below the chart to view the statistics, particularly for this category as shown below:
For each statistic displayed on the Dashboard, the logged-in supervisor can perform the following actions:
View the Statistics on Full Screen
The supervisor can view all the stats of the Dashboard in 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
The supervisor 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
Admin 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
Admin 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 displayed below:
Program QA Performance
On the Program QA Performance page, the supervisor would be able to view the weekly data for Voice Campaigns and Chat Campaigns.
The data also consists of an added field Trend.
The admin can print the data by clicking on the Print button as shown below:
Then the data will get downloaded into the system.
Overall QA Scores – Program
On the Overall QA Score page, the supervisor will be able to view the data of the QA scores – Week Wise, Center Wise, Category Wise, and Weekly Top 3 Defects Category.
To search specific data on this page, the admin should set the following filters:
- Program Name: Select the name of the program from the dropdown list.
- Evaluation Form Name: Select the name of the Evaluation Form from the dropdown list which will display the forms based on the selection of the program.
- End Date: Select the end date from the date picker option.
Then, click on the Search button, and based on the set filters, the data will be displayed.
QA Score Week Wise and QA Score Center Wise
These statistics are displayed in the Bar Chart format.
The following chart displays the statistics of QA scores achieved by all the agents week-wise and center-wise.
QA Score Category Wise
These statistics are displayed in the Bar Chart format.
The following chart displays the statistics of QA scores achieved by all the agents category-wise.
The above screen displays the data for different categories for every week ending like:
- Greeting
- Concern
- Retention
- Resolution Details
- Conversation
- Closing
To view the stats for specific categories, select those particular category names displayed under the chart and the data will be displayed for the selected categories as shown below:
Weekly Top 3 Defects Category
These statistics are displayed in the Bar Chart format.
The following chart displays the statistics of the top 3 defects category on weekly basis.
To view the stats for a specific week(s), select that particular week(s) displayed under the chart, and the data will be displayed for the selected week as shown below:
Select another week range and the data will be displayed for the selected week as displayed on the following screen:
Disputed Evaluations
This page displays the total number of disputed evaluations along with individual stats of Open, Closed, and Total disputed evaluations.
Click on any of the numeric data displayed for Open Disputes, Closed Disputes, or Total Disputes.
Admin will be redirected to the My Disputes page and all the data will be displayed:
Coaching
The Coaching page displays the number of training which are in Open and Closed states. This is as shown in the below screen:
- Open Training: It displays the number of pending coaching to be completed by the agents.
- Closed Training: It displays the number of coaching which is completed by the agents.
- Total: It displays the total number of training (sum of open and closed coaching) assigned to the agents.
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.
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.
KPI Dashboard
The KPI Dashboard displays the Key Performance Behavior (KPB Index) and scores comparison of all the agents in a program. Based on the performance, the dashboard also displays the predicted score of agents for upcoming weeks. Thus, it helps the supervisor to analyze the performance and to improve if needed.
To view the KPI Dashboard, click on this tab from the home page of the supervisor console and the following screen will be displayed:
To search the data for a specific duration, then click on the Search Program button as shown below:
The admin will have an option 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 on the Search button to view all the KPB index, score comparisons, and predicted performance. The system will display the result in the following format:
The supervisor can scroll down to view more reports.
The following reports will be displayed on this page:
|
Reports |
Description |
|---|---|
|
Supervisor Score Comparison with Team & Program |
Displays the week-wise comparison of the program average score which is the average of the performance of all the agents. This data is displayed in the 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 Program Level Score Comparison in the Bar Chart format. |
|
KPB Index |
Displays the overall Key Performance Behaviour Index of all the agents. |
|
Strategic Parameter Score |
Displays the overall Strategic Parameter Score achieved by all the agents. To view the legends, click on the Legend For Week displayed under the chart. |
|
Prediction Score Based on Strategic Parameter Monthly |
Displays the overall Prediction Score based on the Strategic Parameter Score achieved by the agent on a monthly basis in the Line Chart format.
|
|
Prediction Score Based on Strategic Parameter – Quarterly |
Displays the overall Prediction Score based on the Strategic Parameter Score achieved by the agent on a quarterly basis in the Line Chart format.
|
|
Top 5 Agents KPI |
Displays the KPI data of the top 5 agents. |
|
Bottom 5 Agents KPI |
Displays the KPI data of the bottom 5 agents. |
|
Coach (Tactical Warehouse) |
Displays the data – before the week, during the week, and after the week – for the Coach Tactical Warehouse in the Line Chart format.
Admin can also view the data of one, multiple, or all the coaches by selecting the names displayed at the bottom of the chart. |
|
Highest and Lowest Daily Score |
Displays the overall highest and the lowest score achieved by all the agents on a daily basis. The following chart displays the statistics of both High and Low Scores achieved by all the agents 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:
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Similarly, click on the Low Score and the statistics of only Low Scores achieved by the logged-in agent will be displayed:
Active User Dashboard
With the use of this tab, a supervisor will be able to view total personal active hours along with the active hours of his/her team member(s). This is as displayed below:
By default, the system will display the active hours for the current day. However, the supervisor has the option to view the active hours for the particular number of days for his/her team members individually.
To do so, search the data for a specific duration by clicking on the Search User button.
Then set the date range by selecting the Start Date and End Date from the date picker option. Select the Status from the dropdown field. Enter any relevant keyword in the Search text box to search for any specific data. Then click on the Search button.
Based on the set filters, the data will be displayed on the grid accordingly. The table will display the following details:
- Current Status
- Alternate/EmpId
- Client Name
- Group Name
- Name of the users
- Total Active Hours
- Total Duration
- Total Evaluation
Notes
- The total active hours will not include the time period when the member has set their status as “Not Available”.
- The active hours’ data will be displayed in the CST zone.
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