Agent Dashboard - Supervisor Overview

This feature assists supervisors in analyzing agent performance and identifying interactions that need targeted coaching. It provides a view of coaching assignments for a specific agent within the agent dashboard. This shows all the assigned coaching tasks of agents.

Access the Agent Leaderboard - Evaluation by navigating to Contact Center AI > Quality AI > Analyze > Dashboard > Overview.

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

For details, see Date Range Filter.and Channels.

Overview

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.

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

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

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

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

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

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• 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.

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• 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 lesser than < 80 to be highlighted as an opportunity area).

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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 can take necessary actions with coaching assignments.

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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 as follows:

  • Start Now: This indicates that the coaching is ready-to-start.

    Note: This option is only visible for agents.

  • Yet to start: This indicates that the coaching is scheduled but has not begun yet.

    Note: This option is only visible for supervisors.

  • In Progress: This indicates that the coaching is underway or in progress.

  • Completed: This indicates that the coaching is completed successfully.

For more detailed information, see Agent Dashboard - Supervisor Overview.

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.

Provide an option to multi-select scorecards to display strongest attributes and opportunity areas. By default, all scorecards are selected, and strongest attributes and opportunity areas are aggregated based on all assigned scorecards. If the scorecard selection changes, these will be recalculated for the selected scorecards. If there are more than five strongest attributes or opportunity areas, a scroll option will be available to view all. Scorecard metrics/widgets will interact with the scorecard selection. For scorecard trends, the option to mark a scorecard as default will be available in the selection dropdown, with the oldest scorecard assigned to the agent selected by default.

Supervisors can 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.

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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 scorecards.

When a scorecard is selected, the average score for that agent within the chosen global date range is displayed. If the number of conversations are made after assigning, then the scorecard does not display any score for that agent. If any conversations exist, then the scorecard is displayed in the drop-down 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.

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