QEval New UI User Manual

This user profile is for the supervisor of QAs. Users with this access will be able to get the details of the agents mapped under them.

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

The QA Supervisor console includes operational tabs like – Home, Quality, Coaching, Training, My Universe, Reports.

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 QA Supervisor, refer to Users Access Control.

 

QA Supervisor Home Page

QA Supervisor will have access to six main tabs on the home page:

1. Dashboard
2. Program QA Performance
3. Overall QA Scores – Program
4. Disputed Evaluations
5. Active User Dashboard
6. Live Dashboard

Dashboard

Once the QA 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. 

In order to generate any specific data in the Dashboard, QA Supervisor needs to set the search filter. To do so, click on the Search Program button as shown below:

The QA 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 reports will be displayed on this page:

Dashboard Elements	Description
Total Evaluation Today	Displays the total evaluation for the current day.
Total Evaluation Month	Displays the total evaluation for the current month.
Total Autofail Evaluation	Displays the agents’ evaluation considering autofail entries for the specified date range.
Disputed evaluation summary	Displays the total number of disputes in the following states: Open Closed Accepted Decline
Total Audit Reviewed	Displays the total number of audits that have been reviewed within the specified date range.
Total audit not reviewed	Displays the total number of audits that have not been reviewed within the specified date range.
Total evaluation in progress	Displays the total number of Evaluations that are in the In Progress state within the specified date range.
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:
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:

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

 

View the Statistics on Full Screen

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

 

Program QA Performance

On the Program QA Performance page, the QA 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 QA Supervisor 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 QA 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 QA Supervisor 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:

 

Live Dashboard

The Live Dashboard tab tracks the availability and non-availability status of the members in the system. To know more about Live Dashboard, refer to Live Dashboard.