When you click on the QA Scout Dashboard, you are greeted by several charts, graphs, and sections of information. Immediately, you are given the option to start QA Campaigns, Configure custom Rubrics, Manage QA Scout, and adjust the Date Range.
A QA Campaign offers several aspects to assist you in drilling into tickets to QA and aspects to look for within a specified Date Range. Once you select to Run QA Campaign and write/choose the name you wish, some of the aspects you can choose with a QA campaign are:
- Rubric
- Show Open tickets (as well as Closed)
- Hide Agent Name
- If you want tickets to show
- Randomly
- By Oldest
- By Newest
When you press Start QA, the QA Campaign will automatically pull and filter tickets based on your selections!
Going back to the QA Scout Dashboard, the next section you see shows:
- The total number of QAs run within your chosen Date Range
- How many Zero % Scores were issued
- If any of those Zero Scores were due to Auto-Fails
Next to this, it shows the average score for each section, depending on the rubric you choose:
- Total
- Resolution
- Tone
- Grammar
You can filter these blocks by:
- Rubric
- Rating
- Tag (coming soon)
- Channel (coming soon)
After this, you see the QA Performance block. This shows XXX
The following block is the QA Score By Primary Contact Reason. This breaks down the QA score even further to show how your team is performing in each ticket category. If you click on the slices in the pie chart, it loads all the QA'd tickets tagged with that topic.
Below is the section called QA Teams/User Performance. This lists all Agents in your organization, or you can filter to view by Teams instead. Here you will see:
- Number of QAs completed
- Total average QA score
- Breakdown of scores by
- Resolution
- Process
- Tone
- Grammar
- Zero % scores
Next is the QA Performance by Tags. As described, this pulls the average score on tickets marked with specific tags!
Finally, the QA Performance By Channel. This shows XXX
.