Quality Tab and Widget Panes
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 Quality Dashboard and widgets.
Each User ID with an Evaluation Dashboard permission has up to four widget panes to customize and save as a personalized view. Each widget pane has a blue title bar with a settings icon, a set of data filter drop-down menus, a graphical chart, and a scrollable button set to define the desired data reported.
Available Quality Widgets
| Widget | Description |
|---|---|
| Quality – Evaluation Trends Widget | Displays a total or average of evaluation statistics trended across time. |
| Quality – Agent Comparison Widget | Compares evaluation statistics across individual agents. |
| Quality – Group Comparison Widget | Compares evaluation statistics across Playback Group. |
| Quality – Evaluator Comparison Widget | Compares evaluation statistics across individual evaluators. |
To select a different widget for a pane:
- In the desired widget pane, select the Gear or Sprocket icon in the blue Widget Title Bar to open the Widget Options window.
- From the Select Widget drop-down, choose a Widget to display.
- In the Display Format drop-down, select the desired graph type such as Line Graph, Column Graph, Bar Graph or Table.
- Select a View By option. Data can be viewed by one of the three following options:
- Question Group: Analyze the scores to each question group of a given Evaluation Form over time.
- SkillSet: Analyze the scores to each skillset category for a given Evaluation Form over time.
- Overall: Monitor the incline/decline of the overall total scores for one or all evaluations. The default for all widgets is Overall.
- OPTIONAL: For the Quality - Evaluation Trends widget only, check the Hide 0 Values should it be desired to exclude any time periods that have 0 results such as weekends.
- Click OK to change the widget. Click Exit to cancel the change.
Any changes to the default mode will enable the Restore button at the top of the page should there be a need to go back to the last saved format.
Use the Save button to save the dashboard's configuration.
