The Agent Effectiveness Review feature enables agents to access their performance dashboard, allowing them to analyze their progress, track their ranking on the leaderboard, and review their scores. It also provides insights into strengths, areas for improvement, and coaching details to support their professional growth.
When the agent logs in with their designated user ID and password (refer to QEval Login for login process), the user will be directed to the Agent Dashboard page.
The user can also view and access the Agent Effectiveness Review by clicking on the Menu 
button or move the mouse on the left side of the page to open the Menu Bar, then click on the Home 
option and select Agent Effectiveness Review as shown in the screen below:
The logged-in agent will be directed to the Agent Effectiveness Review page. Here the agent will be able to analyze their performance, view ranks and score on the leaderboard to track position, see opportunities, strengths, and Coaching details for performance improvement.
The logged-in agent will have an option to search specific details based on client and program names and can review the effectiveness details assigned by their supervisor.
The elements of the search filter are as follows-
| Elements | Description |
| Client Name | Allows users to select a client from a predefined drop-down list, ensuring consistency and accuracy in filtering results. |
| Program Name | Provides a drop-down selection of available programs, enabling users to filter data based on specific program criteria. |
| Start Date | Users can choose a start date from the date-picker calendar, defining the beginning of the search period. |
| End Date | Users can select an end date from the date-picker calendar, specifying the closing range for the search period. |
The agent will be able to access the mentioned below functionalities:
- Agent QA Score With Autofail
- Autofail Performance Score
- Agent QA Score Leaderboard
- Agent’s Strength and Opprunities
- Autofail Performance
- Open Coaching
Agent QA Score With Autofail
The Agent QA Score with Autofail page provides a numerical representation of an agent’s performance based on quality assurance evaluations. It includes the agent’s QA score, their ranking among peers, and whether any autofail conditions have impacted their overall assessment.
Autofail Performance Score
The Autofail Performance Score section highlights instances where an agent’s performance has triggered predefined autofail criteria. This metric is crucial for identifying critical compliance failures or procedural deviations that significantly impact the overall quality score.
Agent QA Score Leaderboard
The Agent QA Score Leaderboard displays a ranked list of agents based on their QA scores. It allows for a comparative analysis of agent performance across teams, identifying top performers and those who need improvement.
Agent’s Strengths and Opportunities
This section outlines the key strengths where an agent excels and highlights opportunities for improvement based on performance evaluations. It helps supervisors and trainers create targeted development plans for skill enhancement.
Autofail Performance
The Autofail Performance section provides a detailed breakdown of incidents where an agent’s actions led to automatic failure. It categorizes the failures based on severity, recurrence, and compliance impact, ensuring necessary corrective actions are taken.
The Calls field under the Autofail section is an interactive element that provides users with a detailed breakdown of autofail evaluations, as highlighted in the image below.
Upon clicking the numerical value in the Calls field, a pop-up window appears, presenting comprehensive evaluation records associated with the selected question, as illustrated in the image below.
The elements of the pop-up window are as follows-
| Elements | Description |
| Total Autofail | Displays the total number of autofail cases recorded for the selected question. |
| Score | Indicates the overall autofail score in percentage format, reflecting the impact of the autofail cases. |
| Evaluation ID | Unique identifier assigned to each evaluation entry, allowing users to track specific cases. |
| Score without Autofail | Displays the agent’s performance score if the autofail condition was not applied, helping in performance assessment. |
The pop-up also includes pagination controls to navigate through multiple records.
Open Coaching
The Open Coaching section tracks pending coaching sessions assigned to the agent. It ensures that supervisors follow up on performance feedback and training needs, promoting continuous improvement and skill development.
Upon clicking on Open Coachings, the user is redirected to the Agent Review Effectiveness page’s All Program, which displays all ongoing coaching sessions that require completion.
This page provides a structured view of coaching details, helping agents track progress effectively.
The elements of the Open Coaching, are as follows –
| Field Name | Description |
|---|---|
| Feedback | Displays the summary of key discussion points during the coaching session. |
| Evaluation ID | Displays the unique identifier assigned to each coaching session. |
| Date | Displays the date when the coaching session was recorded. |
| Coach Name | Displays the name of the supervisor conducting the session. |
| Agent | Displays the name of the agent receiving coaching. |
| Duration | Displays the total time spent on the coaching session. |
| Program | Displays the training or performance improvement program linked to the session. |
| DISC Style | Displays the agent’s DISC (Dominance, Influence, Steadiness, and Conscientiousness) behavioral assessment style. |
| Impacted KPI | Displays the key performance indicators affected by the session. |
| Opportunity Type | Displays the category of performance improvement identified. |
| Strength | Displays the areas where the agent excels. |
| Opportunity | Displays the areas requiring improvement. |
| Agent Commitment | The agent’s needs to add their commitment as part of the acknowledgment and agreement to implement feedback. |
| Digital Signature | Displays the date and time of the electronic acknowledgment and confirmation. |
| Status | The agent is required to select either the “Accept” or “Decline” option using a radio button to confirm their decision. |
This table provides a clear and professional overview of the Open Coaching – All Programs Page, ensuring accurate documentation and streamlined coaching processes.
Similarly, detailed information on Pending Coachings and Past Due Coachings will be displayed in the same format.
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