AI QM Service

Estimated reading: 4 minutes 191 views

Video Duration: 3m : 20s

QA Dashboard – User Tutorial

(Call Centre only)

This dashboard helps track agent performance, customer experience, compliance, and training needs. It is divided into sections, each with a clear purpose.

1. QA Total Score

Overall QA % (e.g., 90%) → The main quality benchmark.
Agent Scorecard (Bar Chart) → Shows QA scores for each agent.
Date Trend (Line/Bar Chart) → QA performance tracked weekly.
Legend: Breaks scores into CX QA, Business QA, and Compliance QA.

✅ Tutorial Tip: Start here to see who is performing well and who needs support.

2. CX KPIs (Customer Experience KPIs)

Tracks agent performance on customer experience metrics:

Empathy & Rapport
Tone & First Impression
Active Listening
Professionalism & Closure
Gauge (e.g., 92%) + Trend Table.

✅ Purpose: Focus on empathy, listening, and tone → These directly affect customer satisfaction scores (CSAT/NPS).

3. Business KPIs

Evaluates impact on revenue & efficiency:

Greeting
Call Flow & Efficiency
Next Steps Summarised
Confidence & Efficiency
Communication Clarity
Gauge (e.g., 92%) + Trend Table.

✅ Purpose: Use this to see how agent performance affects ROI and cost efficiency.

4. Compliance KPIs

Verification % (e.g., 76%) → Ensures legal and regulatory adherence.
Trend across weeks for client verification.

Purpose: Critical for industries with compliance needs (finance, insurance, healthcare). Agents must maintain near 100% here.

5. AI Scorecard (Call-Level Performance)

Shows scoring for each call with details:
Call Date, Duration, Agent, CX QA %, Business QA %, Compliance QA %, Total Score.
Cells are color coded: Green for high values and Red for low values to allow quick scanning.
AI Scorecard Measures (Right Panel): Explains how scores are weighted.
CX QA (50%) → Empathy, Tone, Professionalism, Listening.
Business QA (40%) → Greeting, Flow, Next Steps, Confidence, Clarity
Compliance QA (10%) → Verification.

Purpose: Use this to zoom into individual calls and identify exactly where agents lost marks.

6. QA Worksheet (Auto QA + Manual QA)

This section contains a detailed QA log for each evaluated call.

Columns included:

Manual Recording ID → Call record identifier.
Answer / Call ID / Call Date → Call metadata.
Agent Name → The agent being evaluated.
Section Name → QA category (Business QA, Compliance QA, Customer Experience QA).
Question Number & Question → The specific QA question being scored (e.g., Call Flow Efficiency, Compliance Statements, Courtesy, Empathy).
Manual / Auto Scoring → Whether the score was given manually or via AI Auto QA.
Manual Result → Notes about agent performance.
Auto Score → Automated AI evaluation.
Pass/Fail → Final result for each question.

👉 This worksheet provides granular insights into agent-level quality, combining both AI and human review.

7. AI QA Scores by Agent – Average Total Score (Bar Chart 1)

Displays average QA score per agent.
Scores are broken down by:
Business QA (pink)
Compliance QA (purple)
Customer Experience QA (orange)
Shows which agents consistently achieve higher QA standards.

Helps identify top performers vs. underperformers.

8. AI QA Scores by Agent – Number of Calls Scored (Bar Chart 2)

Displays the number of calls evaluated for each agent
Each bar represents total calls evaluated, broken down into QA sections.
Includes an average line, indicating the benchmark number of calls evaluated per agent.

👉 Useful for ensuring fair distribution of QA scoring across agents.

9. AI QA Scores by Agent – Pass/Fail Rate (Bar Chart 3)

Displays the average Pass/Fail ratio for each agent.
Shows how agents perform across:
✔ Business QA
✔ Compliance QA
✔ Customer Experience QA
Helps determine whether an agent is meeting minimum quality standards.

👉 Allows managers to spot high-risk agents with repeated compliance or customer experience failures.

How to Use This Dashboard Step by Step

For QA Analysts:

Apply filters (agent, category, period).
Check QA Total Score → identify underperforming agents.
Deep dive into CX, Business, Compliance KPIs.
Use AI Scorecard → play low-scoring calls.
Document findings in the Monthly Reports section.

For Supervisors/Managers

Look at overall QA trends → Is performance improving week by week?
Focus on CX KPIs → they directly affect customer experience.
Ensure compliance stays >95% → critical for risk management.
Use training guidelines to design coaching sessions.

✨ In summary:

Top Section = Filters + Overview
QA Score = Overall quality measure
CX KPIs = Customer experience focus
Business KPIs = Efficiency & ROI
Compliance KPIs = Risk & regulation
AI Scorecard = Detailed call-level scoring
Monthly Report = Actionable feedback for agents