Quality Dashboard
You must have the default Administrator role or a custom role that includes the VIEW_QUALITY_DASHBOARD permissions to use the Quality Dashboard.
The Dashboards > Quality tab graphically displays performance metrics captured from the Evaluation database. The dashboard allows the user to customize a set of widgets for a quick, easy view of overall evaluation metrics trended by rate-of-change over time, a view of how consistently evaluators are scoring agents, a view of how well individual agents or teams are performing, and a view displaying which question groups or skillsets need additional improvement across the organization. Tally scoring is not supported by Dashboards.
Permitted users can customize the dashboard’s four widgets to view desired metrics by time, by evaluation, by agent group, or by data type. Customized widget settings can be modified and saved at any time.
