Quality – Agent Comparison Widget

You must have the default Administrator or Supervisor role or a custom role that includes the Reports > Quality Dashboard> Full Control permission to use the Agent Comparison widget.

The Quality - Agent Comparison widget can be customized by following these steps:

  1. Under the Quality – Agent Comparison title bar, make selections in the By Time drop-down (left), the By Form drop-down (center) and/or the By Group drop-down (right) in order to filter the data.
    1. On the left, select the time frame desired to analyze the data. Select one of the following in the drop-down : Last 7 days, Last 14 days, Last 6 weeks, Last 12 weeks, Last 6 months, Last 12 months, Last 5 years, or Last 10 years. The default is Last 7 days.
    2. In the center, filter the data by All Forms or by a single evaluation form using the By Form filter drop-down. The default is All Forms.
    3. On the right, drill the data to a single Playback or Recorder Agent Group using the By Group drop-down. Select All Agents to average the data across all agents or select a specific Playback Group name to filter the data for that group. The default is All Agents.
  2. The Sort button organizes the data points for easy readability in one of three ways:
    1. Alphabetically: By clicking on the button till the ABC button appears, sort the data in the chart by agent’s first name.
    2. Ascending: By clicking on the button till the Up Arrowed Chart button appears, sort the data points in the chart by lowest to highest Reported Data values such as Average Score—lower evaluation scores on the left and higher evaluation scores on the right.
    3. Descending: By clicking on the button till the Down Arrowed Chart button appears, sort the data points in the chart by highest to lowest Reported Data values such as Average Score—higher evaluation scores on the left and lower evaluation scores on the right.
  3. The chart or graph will update when the By Time, By Form, and By Group filters are changed.
  4. Below the chart of results, choose the type of Reported Data from the Scrollable Options bar.
    • Total Evaluations: Compare the total count of evaluations by agent within a designated time period or group.
    • Average Score: Compare the evaluation score for each agent within the designated time period or group.
    • Evaluation Started: Display the total count of evaluations for each agent that has been started but not finished within the designated time period or group.
    • Evaluation Completed: Display the total count of evaluations for each agent that has been completed within the designated time period or group.
    • Question Groups: If a View By Question Group option was selected in the Widget Options, buttons will appear for each Question Group in the Scrollable Area when only one form is selected in the By Form filter.
      1. Select only one form in the By Form filter (center drop-down).
      2. Scroll to the right for buttons to view a chart of agent’s evaluation scores for each question group.
    • Skillset Categories: If a View By SkillSet option was selected in the Widget Options, buttons will appear for each SkillSet Category in the Scrollable Area when only one form is selected in the By Form filter.
      1. Select only one form in the By Form filter (center drop-down).
      2. Scroll to the right for buttons to view a chart of agent’s evaluation scores for each skillset.