Agent Dashboard - Supervisor Evaluation

This allows supervisors to drill down into language-specific evaluation data and view specific agents' interactions and the details of evaluations performed in the last selected time period. Supervisors can use these interactions as reference points for coaching to help agents enhance their performance. Based on the reviewed interactions and created bookmarks, supervisors can assign targeted coaching assignments to the agents. This displays the list of interactions of the agent, with the most recent ones appearing first.

Access Agent Dashboard - Evaluation

You can access the Agent-Specific Dashboard - Evaluation by navigating to Quality AI > Analyze > Dashboard > Evaluation.

Filter Options

The agent dashboard filters interaction data to show only evaluations performed in the selected languages. This allows you to refine the displayed data based on the selected language and date range.

Evaluation

This Evaluation section has the following interactions listing items:

• Date: This displays the date and time that an interaction has started.

• Actions (Bookmark Interaction): This displays the list of bookmarks assigned to an interaction, which you can filter and assign coaching for later reference.

• Queues: This displays the completed queue interaction and its origin.

• Kore Evaluation Score: This displays the Kore Evaluation score (Auto QA Score) for the interaction based on the relevant evaluation form.

• Supervisor Audit Score: This displays the Supervisor Audit score if the interaction has already been audited or manually evaluated.

• Sentiment Score: This displays the system-generated sentiment score for the interaction based on the context of what the customer said in the interaction (keywords and emotions about that topic).

• Date Range Selection: This allows you to filter the date range options for agent conversation interactions, with the default setting always displaying the last 7 days.

• Bookmarks: Allows you to filter the saved bookmark interactions that an agent has handled. This filters only the specific agent's interactions that have been bookmarked for coaching by the supervisor and need to be audited properly. This populates only the bookmarks that are audited in the agent dashboard.

• Filters: Allows you to filter the interactions that are already audited based on specific agents for a selected date range.

  The following filtered categories are:

  • Queues: Allows you to filter and apply interactions based on the queues.

  • Audit Status: This allows you to filter and apply audited and unaudited interactions separately.

  • Filter Interactions: This displays the total number of filtered interactions.
    

Create Coaching or Add Coaching Assignment

Supervisors can initiate coaching sessions for agents by selecting one or more interactions where the agent's performance was below expectations. This feature allows the supervisor to identify specific interactions that highlight areas needing improvement, enabling focused coaching. By choosing multiple interactions, the supervisor can address recurring issues or trends, offering more comprehensive feedback that targets consistent performance gaps.

After selecting interactions, the supervisor can create a coaching session with feedback and clear steps to help the agent improve specific skills or behaviors.

Steps to add coaching assignments:

1. By default, the following Add Coaching Assignments screen is displayed when you select any interactions**.
   

2. Click the Add Coaching Assignment button.
   

3. Enter the Name of the coaching assignment.
   

4. In the Coaching Area, the supervisor has to select the required coaching areas for the agent's improvement and click Add.
   

5. In the Interactions Marked for Coaching, by default, the interactions marked for coaching details, which are selected from the Evaluation tab, are displayed.
   

6. Under the Best Responses (optional), select the best response interactions from other agents to provide the best reference for this coaching assignment using saved bookmarks.
   

   Note

   You can select more than one bookmark based on the evaluation criteria.

   For example, one set of interactions for the support queue and another set of interactions for the best responses to get populated in the selected interactions box.
   

7. Click the View Interactions button, and the supervisors can get more insights from the AI-Audit screen related to coaching of the agents, implement training programs, and make informed decisions.
   

8. Click the Add Interactions button, and the supervisors can choose the best interactions from other agents to provide as a reference for this coaching assignment using saved bookmarks.
   

9. Choose the required agent interactions, and click the Add Interaction button to move the agent coaching references to the Selected Interactions box.
   

10. In the Feedback, enter your feedback for better improvement or suggestions.
    

11. Enter the Action Plan for the coaching assignment.
    

12. Provide the input for the Follow-up Date chosen for the assignment.
    

13. Click Create to assign coaching assignments to an agent, which gets populated in the Agent Dashboard.

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