Supervisor View (Agent-specific Dashboard)

This feature provides a personalized dashboard for each agent, accessible by both the agent and their supervisor. It allows supervisors to assess performance metrics and identify coaching opportunities at an individual level. The dashboard displays key metrics relevant to the agent in the Overview section of the supervisor’s agent-specific dashboard, with data filtered by selected periods and channels (Voice or Chat). This enables supervisors to analyze agent performance, identify areas for improvement, and create targeted coaching assignments to enhance skills and overall performance.

You can access the Supervisor view of the Agent-specific dashboard in the following ways:

Step 1:

1. Navigate to Contact Center AI > Quality Management > Dashboard > Overview > Agent Leaderboard.

2. Click any of the agents from the Agent Leaderboard widget as displayed in the following Overview screen of the agent-specific dashboard.
   

Step 2:

1. Navigate to Contact Center AI > Quality Management > Agent Leaderboard. The following screen is displayed.
   

2. Click any of the agents from the Agent Leaderboard Dashboard. The following Overview screen of the agent-specific dashboard is displayed.
   

Each agent has a dedicated dashboard accessible to both the agents and their supervisor. This dashboard displays high-level metrics for supervisors to review.

The supervisor can filter agent interactions across all channels (Voice and Chat) by selecting the required date ranges from the Calendar drop-down list.

For more information, see Date Range Filter.

Overview

This displays the selected agent’s dashboard metrics, calculated for that specific agent, time period, and channel (voice and chat only).

The Overview tab of the supervisor’s view of the Agent Dashboard, specific to each agent, includes the following:

• Total Interactions: This displays the total interactions completed by the agent during the selected time.
  

• Kore Evaluation Score: This displays the average Kore evaluation score of the agent for the calls they have completed during the selected time.
  

• No. of Supervisor Audits: This displays the total number of manual audits completed for the interactions completed by that agent for the selected time.
  

• Supervisor Audit Score: This displays the Average manual audit score for the audited interactions for the selected time.
  

• Total Coaching Assignments: This displays the total number of coaching sessions assigned to the agent over a selected time.
  

• No. of Fails: This displays the total count of scorecard failures for the agent over a selected time.
  

• Strongest Attributes: This displays the top 5 attributes with the highest scores from the scorecards assigned to the agent during the selected time, with each attribute having a score greater than 80, listed in descending order.
  

• Opportunity Areas: This displays the bottom 5 attributes with the lowest scores from the scorecards assigned to the agent during the selected time (the attribute score must be < 80 to be highlighted as an opportunity area).
  

Coaching Assignments

This feature displays all coaching assignments given to an agent as part of the agent dashboard. Supervisors can track performance trends related to scorecards over various periods to assess progress or declines and take necessary actions with coaching assignments.

The Coaching Assignments include the following items:

• Agents: This displays the name of the Coaching assignment agent.

• Coaching Area: This displays all the attributes selected or designated as coaching areas for that assignment.

• Assigned Date: This displays the date that the coaching session was assigned.

• Follow-up Date: This displays the assigned date as a follow-up date for that coaching assignment.

• Status: This displays three types of status for the coaching assignment, calculated based on the number of interactions opened out of those assigned (including both interactions marked for coaching and best responses) for that assignment as follows:

  • Start Now: Number of interactions clicked through for that assignment.

  Note

  This option is only visible to the supervisors.

  • Yet to start: Interactions for an assignment are yet to start.

  • In Progress: This displays the total number of interactions that have been clicked through for that coaching assignment.

  • Completed: All interactions clicked through for that assignment.

Scorecard Trend

This feature displays an agent's assigned scorecards and allows supervisors to track performance trends over different periods. The scorecard trend widget highlights attributes and scoring patterns for each scorecard on Daily, Weekly, and Monthly scales. Supervisors leverage this data to pinpoint progress or declines and to make informed coaching decisions. The agent dashboard incorporates a tabular scorecard trend widget to support this analysis, displaying scoring trends at the attribute level across Daily, Weekly, and Monthly intervals.

Note

If the administrator or app owner has disabled the Agent Scorecard for a particular agent, then that agent and its Supervisor will not be able to view this feature in the Dashboard. To enable this, the administrator or app owner has to enable it in the Settings.

Avg. Scorecard Score

From the agent side, the scorecard trend widget displays the average scorecard for the selected time range and the scoring trend at an attribute level across the following time ranges in a tabular view.

When a scorecard is selected, the average score for that agent within the chosen global date range is displayed. If no conversations are made after assigning, then the scorecard does not displays any score for that agent. If any conversations exist, then the scorecard is displayed in the dropdown for scorecard trends.

Attributes

It displays all agent attributes included in the scorecard and the average score for each attribute within the selected date range filter.

The date range selection is done based on the following criteria:

• Daily: Last 7 days from the current date.

• Weekly: Last 7 weeks from the current week of the year.

• Monthly: Last 7 months from the current month.

Evaluation

This allows supervisors to drill down and view specific agents' interactions and the details of evaluations performed in the last selected time period. Supervisors can use these interactions as reference points for coaching to help agents enhance their performance. Based on the reviewed interactions and created bookmarks, supervisors can then assign targeted coaching assignments to the agents. This displays the list of interactions terminated or completed by the agent, with the most recent ones appearing first. This page serves as the starting page for coaching assignment creation.

This Evaluation section has the following interactions listing items:

• Date: This displays the date and time that an interaction has started.

• Actions: This displays the list of bookmarks assigned to an interaction, which you can filter and assign coaching for later reference.

• Queues: This displays the completed queue interaction and its origin.

• Kore Evaluation Score: This displays the Kore Evaluation score (Auto QA Score) for the interaction based on the relevant evaluation form.

• Supervisor Audit Score: This displays the Supervisor Audited score if the interaction has already been audited or manually evaluated.

• Sentiment Score: This displays the system-generated sentiment score for the interaction based on the context of what the customer said in the interaction (keywords and emotions about that topic).

• Date Range Selection: This allows you to filter the date range options for agent conversation interactions, with the default setting always displaying the last 7 days.

• Bookmarks: Allows you to filter the saved bookmark interactions that an agent has handled. This filters only the specific agent's interactions that have been bookmarked for coaching by the supervisor and need to be audited properly. This populates only the bookmarks that are audited in the agent dashboard.

• Filters: Allows you to filter the interactions that have been audited based on specific agents for a selected date range.

  The following filtered categories are:

  • Queues: Allows you to filter and apply interactions in the queue to assign coaching tasks.
    

  • Audit Status: This allows you to filter and apply audited and unaudited interactions separately before applying them for coaching assignments.
    

  • Filter Interactions: This displays the total number of filtered interactions.

For more detailed information, see Coaching Assignments - Supervisor View.