QAScout Chart Descriptions

Leaderboard: 

This shows you all of your QA'd agents over your selected time period, their score, and a few other stats. You can sort them and click the "Ticket" link in the right-most column to drill into their actual tickets!

Of Note: You also use the leaderboard to select and deselect the agents that you want to look at on the other charts. For example, if you have 3 specific agents who work on a particular team and you want to know their QA trends, you can select JUST these 3 agents on the leaderboard and the other charts will show scores and trends for just them. If no agents are selected, by default all agents are selected. 

Total Score:

This is simply the total QA score averaged across the agents that you have selected on the leaderboard.

QA Performance Over Time:

This chart shows the total average QA score over time across the agents that you have selected on the leaderboard.

Note: You can click on a data point on this chart and click "View Details" to drill in on the data down to the individual tickets. 

Performance by QA attribute Over Time: 

This chart shows the average QA score by attribute over time across the agents that you have selected on the leaderboard.

Note: You can click on a data point on this chart and click "View Details" to drill in on the data down to the individual tickets. 

Ticket Drill In:

You can access this from the "Tickets" link on the Leaderboard, or by clicking into one of the line charts. It'll pull up a ticket table. You can click on any individual ticket to see additional details. 

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