Prerequisites

The following permissions (included in the default Quality Administrator role):

  • Quality > Calibration > View
  • Quality > Evaluation > Add

To view the Quality Administrator dashboard, click Performance > Overview. Then click Quality Admin. The Quality Administrator dashboard helps you monitor quality evaluation and calibration activity. You can view the following information on the dashboard:

  • Agent evaluations and scores
  • Quality evaluator activity
  • Overall evaluation and calibration activity

Note: To update the dashboard data, refresh the page.

Selections in the dashboard

Area Description

Agent Activity

Summarizes evaluation activity by agent.

Evaluation Activity

Summarizes activity by quality evaluator. For example, 3/8 means that the evaluator has completed 3 of 8 assigned evaluations.

Calibration Activity

Summarizes the status of each calibration and the variation within scores for the interaction. You can click the form name to view the calibration.
Note: To filter results, enter the name of an agent, evaluator, or group.