QEval New UI User Manual

An admin is the highest of all user roles in the QEval environment. This user role has the authority to monitor and track the work processes of every other user role of the QEval tool. An admin can create a user with any of the available user roles within QEval. An admin can also assign or remove access rights to existing user roles. Further, an admin user role has the access to view all the reports within the tool.

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

Admin console includes the operational tabs like – Home, Manage, KPI, Quality, Coaching, Training, My Universe, Reports, and 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 Admin, refer to Users Access Control.

Admin Home Page

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

1. Dashboard
2. Program QA Performance
3. Overall QA scores – Program
4. Learning Overview Dashboard
5. KPI Dashboard
6. Active User Dashboard

Dashboard

Once the admin 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 as shown below.

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

The Admin will have the option to set the Client Name, Program Name, Supervisor Name, select the Date Type (Evaluation Date or Call/Chat Date), and choose the Start Date and End Date using the respective date picker fields. Select the Save selected program? checkbox for the system to save the particular selected program every time the admin searches any statistic. Once the duration is set, click on the Search button.

The data will be displayed accordingly. An Admin has permission to view the performance of multiple programs, centers, and categories at a time.

The following data will be displayed on this page:

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

View the Statistics on Full Screen

Admin 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

Admin 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:

1. PNG image
2. JPEG image
3. PDF document
4. 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 Admin 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. 

Then the data will get downloaded into the system.

Overall QA Scores – Program

On the Overall QA Score page, the admin 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.
• Select the Date Type (Evaluation Date or Call/Chat Date)

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:

Learning Overview Dashboard

The Learning Overview dashboard is designed to help admins monitor the health of QEval’s active‑learning loop: it summarizes disputed evaluations, highlights items that need human review, and surfaces model performance trends.

To search specific data on this page, the admin should set the following filters:

Date Range: Select the date range from the dropdown list.
Program Name: Select the program name from the dropdown list.
Supervisor: Select one or multiple supervisors from the dropdown list.
Agent Name: Select one or multiple agents from the dropdown list.
Coaching Type: Select the coaching type from the dropdown list. 

Then, click on the Search button, and based on the set filters, the data will be displayed.

Dashboard Elements	Description
Average Coaching Created Per Agent	This represents the numerical value showing the average coaching sessions created per agent. This also represents percentage change indicator showing whether this number is higher or lower than the current date range compared with the previous equal time period.
Average QA Score Improvement	This metric measures the impact of coaching on QA performance by showing the percentage improvement in average QA scores for the selected date range and comparing that period with the previous equal time period; a positive percentage indicates scores improved during the selected period, a negative percentage indicates a decline that may require coaching adjustments, and a value near zero shows little or no measurable change.
Agent Performance Trajectory	This graph represents QA score and Auto Fail rate over time, defaulting to the Top 5 agents by improvement (toggle to Bottom 5 to find agents needing coaching); each agent has a distinct color, hovering reveals the agent name, color, and coaching created in the current date range, trends compare the selected period with the previous equal period, and if fewer than five agents are selected the Top/Bottom toggle is disabled and the chart shows only the selected agents. The system displays the Top 5 agents based on improvement trends. Users can also switch to Bottom 5 agents to identify who needs more coaching or support.
Supervisor Autofail Rate Trend	This graph displays supervisors’ Auto Fail % over the last five months, defaulting to the Top 5 supervisors by performance with an option to toggle to Bottom 5.
Agent Leaderboard	By default, the leaderboard shows the Top 5 agents and displays each agent’s performance improvement percentage (current date range vs the previous equal period), current QA score with Auto Fail rate, and number of coaching sessions completed; supervisors can toggle to Bottom 5 to identify agents who may need additional support.
Supervisors Leaderboard	By default the view shows the Top 5 supervisors and displays each supervisor’s performance improvement percentage (current date range versus the previous equal period), their overall QA score with Auto Fail rate for the agents they supervise, and the number of coaching sessions they have created; this helps identify strong mentors who are positively impacting quality, and users can toggle to Bottom 5 as needed.
Coaching Activity Count	The Coaching Activity Count graph lists supervisors with their total coaching counts, displaying each supervisor as a stacked, color‑coded bar that breaks down counts for Open for Supervisor, Open for Agent, and Closed.
Training Creation	This pie chart breaks down training created in the selected date range into program‑level and parameter‑level categories, displays matching color codes below the chart, and shows the count of trainings per program or parameter on hover, helping users quickly see what types of training content were developed.
Training Completion Status	This pie chart shows the number of training sessions Completed and Pending for the selected date range, with matching color codes displayed below the chart; hovering over each segment reveals the count for that status, providing a quick view of overall training participation and progress.
Program Level Performance and Autofail	This graph displays each program’s average QA score alongside the total number of coaching sessions conducted for that program over the selected date range, helping users identify high‑performing programs and those needing additional coaching; hovering the QA score trend line reveals the program name and its average score, and hovering the coaching data shows the program name and the number of coaching sessions created.
Coaching Types	This bar chart shows the number of coaching sessions for each coaching type in the selected date range, helping users identify the most‑used types, those needing more attention, and how coaching resources are allocated; hovering a bar reveals the coaching type and the total sessions created.

KPI Dashboard

From the KPI Dashboard, admins can view the scores achieved by all the agents in different categories:

• Program Level Score Comparison
• KPB Index
• Strategic Parameter Score
• Prediction Score Based on Strategic Parameter Monthly
• Prediction Score Based on Strategic Parameter – Quarterly
• Top 5 Agents KPI
• Bottom 5 Agents KPI
• Coach (Tactical Warehouse)
• Highest & Lowest Daily Score

To view these scores, select KPI Dashboard from the home page of the agent console as shown on the following screen:

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 and also select the Date Type (Evaluation Date or Call/Chat Date)

Admin can scroll down to view more reports.

The following reports will be displayed on this page:

Reports	Description
Program Level Score Comparison	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 of – 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: 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

When this tab is clicked, the system will redirect the admin to the active user dashboard console wherein the admin will be able to view the total active hours for the specific user roles of the system including Admin, QA Verifier, QA Supervisor, and Supervisor. This is as displayed below:

By default, the system will display the active hours for the current day. However, an admin has the option to view the active hours for the particular number of days for his/her team members.

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.