“Who are my top and bottom performing agents? How is my QA score trending? Which criteria are my agents struggling with the most?” These are just a few of the questions you can answer by using the QA Performance Dashboard.
This dashboard gives you a deep overview of the performance of your agents, measured by QA score. You can find this dashboard under the “Dashboards” section of the “Reports” page.
Let’s go through each section of the dashboard to better understand the data and how it can be used.
You can filter the dashboard in many different ways. A new filter you’ll see here that’s not in other reports you may be used to seeing in Maestro is the “Time Interval” filter. For reports where we are reporting on a metric over time, this defines what time intervals you want to break out the data into - week over week, month over month, etc. Please note that a “week” in reporting is considered to be Monday - Sunday.
Please also note that this dashboard uses the “reported as” date (not last graded, last updated, etc.). This is not configurable at the moment.
Be sure to hit “Apply Filters” after you update any filter.
Click “Save Filters” to save any combination of filters. When you come back to the dashboard in the future, you won’t need to manually refilter again. You can simply open up and apply a saved filter from the folder icon. NOTE: These saved filters are user-specific. Other users will not be able to see the filters you save.
In addition to seeing the QA score and QA count for the selected date range, you can also see how they are trending. “QA Score - current interval” and “QA Count - current interval” both show the QA score/count for the most recent time interval (week, month, day, quarter, etc.) for your selected date range. Underneath, you can see if that is trending up or down from the previous intervals. This gives you a sense of if that score/count is increasing or decreasing and by how much. (example: your filter is looking at Jan - March with a time interval of “monthly”. This widget would show score and count for March and show how March is trending compared to February.)
Tip: Maximize this chart and hover over the blue line to see each time interval and the score or count for it
II. AGENT PERFORMANCE
You can see your top and bottom-performing agents and agent groups on the next four tables. Note that all tables include all your agents or agent groups, but are just default sorted to show top to bottom or bottom to top.
“Count” represents the count of tickets that were graded to get to the average QA score. You can drill down into the tickets that were graded by clicking on the QA score.
Tip: You can view the same information in bar chart form by clicking on “Graphs”.
In this last section, you can slice your QA score in many different ways - by rubrics, sections, or criteria. You can see your performance over time based on the “date range” and “time interval” filters you selected. Please note that dates are formatted as yyyy-mm-dd.
What is a “markdown”? A markdown is a different way of looking at QA results. While QA score gives you a traditional “grade” between 1-100%, markdowns represent the count of the number of times an agent didn’t get full points on a question.
For example, imagine a question on your rubric with 3 answer choices worth 10, 5, and 0 points, respectively. A “markdown” would be considered any response that’s not the one worth the full 10 points.
As another example, on a linear scale of 1-5, anything less than a 5 would be considered a markdown. Please note that if there is a “N/A” option available and it is selected, that is not considered a markdown.
Just like the tables above this, you can see the QA performance information in a more visual way by toggling over to the “Graphs” button.
Some other actions you can take from each chart:
Maximize Chart - Maximize the chart to see it blown up in full screen so that you can zoom in on specific data and see it more clearly
Download as an image - Instead of taking blurry screenshots, you can now download each report as an image and share it as you’d like
Export CSV - export the data in the chart to a CSV to be able to create your own charts and reports
That’s a wrap on the QA Performance dashboard! You can find this dashboard under the “Dashboards” section of the “Reports” page. Give it a try and let us know what you think!