View Quality Dashboard

The quality dashboard provides a quick visual overview of key service quality metrics in real time. This instruction will show how to view the dashboard for monitoring team work quality.

When It Will Be Useful

  • You need to quickly assess the current state of service quality.
  • You want to track key quality indicators in real time.
  • You need to identify immediate problems or trends in quality.
  • You want to have a general idea of team work quality.

What's Important to Know

  • Quality dashboard — interactive panel with charts, diagrams, and key quality indicators.
  • Displays metrics in real time based on conducted checks.
  • May contain various widgets (average assessment, assessment distribution, trends, top operators).
  • The dashboard updates automatically when new quality checks are made.

Before You Start

  • You are logged in with analyst or supervisor rights.
  • You have navigated to the Quality Assurance module through the menu Apps -> Quality Assurance.
  • There are conducted quality checks in the system for display.

Step-by-Step Instructions

1. Open Dashboard

  1. In the Quality Assurance module, go to the "Dashboard" section.
  2. The system automatically loads the dashboard with key metrics and data.

2. View Key Metrics

  1. In the upper part of the dashboard, review cards with key metrics:
    • Average Quality Score — average service quality.
    • Total Assessments — how many assessments were conducted.
    • Active Operators — number of operators who have assessments.
    • Critical Violations — number of critical violations.
  2. Metrics are calculated based on active filters.

3. View Quality Trend Chart

  1. In the middle part of the dashboard, find the "Quality Trend Over Period" chart.
  2. The chart shows a line of change in average quality score by days/weeks/months (depending on the period).
  3. Hover the cursor over chart points to see the exact score value on a specific date.

4. View Operators Table

  1. In the lower part of the dashboard, find the "Operators" table.
  2. The table shows each operator's performance:
    • Operator — operator first and last name.
    • Number of Assessments — how many assessments were conducted for the operator.
    • Average Score — operator's average quality score.
    • Critical Violations — number of critical violations (highlighted in red).
    • Last Assessment — date of last assessment.
  3. Use sorting by clicking on column headers.

5. Apply Filters

  1. In the side panel, find filters:
    • Period — select from/to dates for period filtering.
    • Skill Group — select operator skill groups.
    • Channel — select communication channels (Chat, Phone, Email).
    • Checklist — select checklist for filtering.
    • Criterion — select a specific criterion for analysis.
  2. All metrics, chart, and operators table automatically update when filters change.

6. Go to Operator Assessments

  1. In the operators table, find an operator with low average score or many critical violations.
  2. Click the "View" button or click on the operator row.
  3. The Assessments page opens with an automatically set filter by operator.
  4. You can view all assessments of this operator for detailed analysis.

What Happens After

You see current information about service quality:

  • Key quality metrics in real time.
  • Quality change trends over the period.
  • Each operator's performance.
  • Ability for detailed analysis through navigating to operator assessments.

How to Verify Everything Worked

  • Check that the dashboard loaded and displays visualizations.
  • Verify that data updates when filters or period change.
  • Check that metrics match expected values.

Important Notes

  • 📊 Automatic Update: The dashboard automatically updates when filters change — all metrics, chart, and table update simultaneously.
  • 🔍 Detailed Analysis: You can navigate to a specific operator's assessments for detailed analysis — the system automatically sets a filter by operator.
  • 📈 Trends: The trend chart shows dynamics of quality change — use different periods to analyze short-term and long-term trends.
  • ⚠️ Critical Violations: Critical violations are highlighted in red — this helps quickly identify problem areas.