Agent Dashboard (Agent View)¶

Overview¶

My Dashboard is a personalized agent dashboard, that provides agents with performance insights via supervisor-assigned scorecards. It supports global language settings for general widgets, while Scorecard widgets allow independent language selection for multilingual performance tracking.

Agents can view trends, coaching insights, and improvement areas, such as voice attributes. Calendar and Channel filters enable focused analysis by time period and communication channel.

Key Functionalites¶

Real-time Performance Monitoring: Access real-time feedback through supervisor scorecards and automated Quality Assurance (QA) scoring.
Data-driven Decision Making: Utilize concrete metrics including evaluation scores, audit results, and coaching assignments to guide professional development.
Coaching Insights Analysis: Track coaching assignments and identify improvement areas.
Multi-channel Analysis: Compare performance across voice, chat, and combined channels.
Historical Tracking: Monitor improvement trends through daily, weekly, and monthly views.

Access My Dashboard¶

Access My Dashboard by navigating to Contact Center AI > Quality AI > Analyze > My Dashboard.

Note

A Supervisor or Admin must enable the following settings for the dashboard to load your personalized performance data, automated scoring, and interaction access:

Auto QA
Agent Score Card
Agent Access to Scored Interactions

You can find these configurations options under:

Configure > Settings > Quality AI General Settings.

My dashboard metrics allow you to filter and refine the data displayed across the entire dashboard by selected languages, date range or calendar, and channel.

Total Interactions: This shows the overall number of interactions completed for the time period.
Kore Evaluation Score: This shows the average Kore Evaluation Score completed calls during the selected time.
No. of Supervisor Audits: This shows the total number of supervisor (manual) audits completed for that time period.
- This is the count of the agent's interactions that have been manually audited for that time period.
Supervisor Audit Score: This shows the average supervisor (manual) audit score of the agent for the selected time period.
Total Coaching Assignments: This shows the total number of coaching sessions assigned to the agent for the selected time.
No. of Fails: This shows the total number of failed scorecards of an agent for the selected time.

Coaching Insights¶

The Coaching Insights feature highlights an agent's strengths and areas for improvement. The strongest attributes and opportunity areas are aggregated based on the selected scorecards. If the scorecard selection is updated, these insights are recalculated accordingly. When there are more than five strongest attributes or opportunity areas, a scroll option becomes available for viewing the complete list.

Strongest Attributes: This shows the top 5 attributes with scores of 80 or higher, ranked by a score assigned across the scorecards.
Opportunity Areas: This shows the bottom 5 attributes with scores below 80, ranked by a score assigned across the scorecards for that agent.

Scorecard Trend¶

In this, the agents can view their performance trends from scorecards over various periods.

The widget presents attribute-level scoring trends across daily, weekly, and monthly time ranges. From the Agent side, the scorecard trend widget shows 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.

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.

Note: If no interactions scored for an agent are found or for a given scorecard have not been assessed by the supervisor, the widget will be blank.

Avg. Scorecard Score¶

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

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

Attributes¶

Displays all attributes included in the selected scorecard, along with the average score for each attribute within the selected date range.

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