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:
- Dashboard
- Program QA Performance
- Overall QA Scores – Program
- Disputed Evaluations
- Active User Dashboard
- 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:
|
|
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
QA 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
QA 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
QA Supervisor 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
QA Supervisor 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 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:
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.
QA Supervisor will be redirected to the My Disputes page and all the data will be displayed:
Active User Dashboard
When this tab is clicked, the system will redirect the QA Supervisor to the active user dashboard console wherein the supervisor will be able to view their total active hours. This is as displayed below:
By default, the system will display the active hours for the current day. However, a QA Supervisor has the option to view his/her personal active hours for a particular number of days along with 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.
Note: The active hours’ data will be displayed in the CST zone.
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.
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