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.
Not quite what you were looking for? Have more questions? We'd love to connect.
You can click here to drop us a note, send us an email directly at support@hiq.cx, or click here to book a few minutes to chat live!