QEval UI User Manual

Table of Contents

• Introduction
• VP Home Page
  • Dashboard
  • Program QA Performance
  • Overall QA Scores – Program
  • Centrical Dashboard

Introduction

The Vice President (VP) user role provides access to the Reports module only. Users with this role can view reports based on the permissions assigned to them.

When a user logs in using a valid VP user ID and password, the system redirects them to the following screen.

The VP console includes operational tabs like – Home, My Universe, Reports.

Note: The above-mentioned tabs are based on access rights. Admin can assign separate rights to the individual users. To know about the access rights of the Vice President (VP), refer to Users Access Control.

VP Home Page

VP will have access to six main tabs on the home page:

1. Dashboard
2. Program QA Performance
3. Overall QA Scores – Program
4. Centrical Dashboard

Dashboard

After logging in successfully, the Dashboard is displayed, as shown in the screen below.

The dashboard displays various charts, graphs, and performance metrics. Scroll down the page to view additional analytics and statistics presented from different perspectives.

The dashboard presents data in a variety of graphical formats, including Doughnut Charts, Line Charts, Bar Graphs, and other visualizations. 

To view dashboard data for a specific program or criteria, use the Search Program filter.

Click Search Program on the dashboard, as shown in the screen below.

The Search Program window will open, allowing you to select the required search criteria before generating the dashboard data.

In the Search Program window, select the required search criteria to filter the dashboard data.

You can specify the following details:

• Client Name
• Program Name
• Start Date and End Date
• Supervisor Name
• Employee Status
• Date Type (Evaluation Date or Interaction Date)

If you want the system to remember the selected program for future searches, select the Save Selected Program checkbox.

After configuring the required search criteria, click Search. The dashboard will display data based on the selected filters.

After clicking Search, the dashboard displays data based on the selected search criteria.

Users with the VP role can view and compare performance data across multiple programs, centers, and categories simultaneously.

The following reports will be displayed on this page:

For each statistic displayed on the Dashboard, the logged-in VP can perform the following actions:

View the Statistics on Full Screen

The VP can view any dashboard chart in full-screen mode for better visibility.

To do so, click the Chart Context Menu icon on the required chart, as highlighted in the screen below. 

Click on the View in full screen option.

The data will be displayed in the full-screen mode as shown below:

To exit full-screen mode, click the Chart Context Menu icon and select Exit from Full Screen, as shown in the screen below.

Print Chart

The VP can print any chart and save it to the local system.

To do so, click the Chart Context Menu icon on the required chart and select Print Chart, as shown in the screen below.

Download Chart

VP can download each chart/statistic displayed on the Dashboard in:

1. PNG image
2. JPEG image
3. PDF document
4. SVG vector image

Agents can also download the data in CSV and XLS format as well. 

To download a chart, click the Chart Context Menu icon and select the desired download format as shown in the screen below.

The particular information will be downloaded into the local system.

View Data Table

The VP can view chart data in a tabular format for easier analysis.

To view the data table, click the Chart Context Menu icon on the required chart and select View Data Table, as shown in the screen below.

The data table will be displayed for the particular category as displayed below:

Program QA Performance

On the Program QA Performance page, the VP can view weekly quality performance data for both Voice Campaigns and Chat Campaigns.

The Program QA Performance report also includes a Trend column.

To filter the report by Employee Status, click the Filter button.

In the Employee Status drop-down list, select the required status, and then click Search.

To print the report, click the Print button, as shown in the screen below.

Then the data will get downloaded into the system.

Overall QA Scores – Program

On the Overall QA Score page, the VP can view quality assurance (QA) performance data organized by different categories, including:

• Week-wise QA Scores
• Center-wise QA Scores
• Category-wise QA Scores
• Weekly Top 3 Defect Categories

To view specific data on the Overall QA Score page, configure the following search filters:

• Program Name: Select the required program from the Program Name drop-down list.
• Evaluation Form Name: Select the required evaluation form from the Evaluation Form Name drop-down list. The available forms are displayed based on the selected program.
• End Date: Select the required end date using the date picker.

After configuring the required filters, click Search.

The system displays the Overall QA Score data based on the selected search criteria.

QA Score Week Wise and QA Score Center Wise

The Overall QA Score statistics are displayed in the form of Bar Charts.

The chart displays the week-wise and center-wise QA scores achieved by all agents.

QA Score Category Wise

The Overall QA Score statistics are displayed in the form of Bar Charts.

The following chart displays the category-wise QA scores achieved by all agents.

The above screen displays the data for different categories for every week ending like:

• Partner and Program Details
• Partner
• Compliance Alert
• Setting the Intro
• Setting the Agenda

To view statistics for specific categories, click the required category name(s) displayed in the chart. The chart will be updated to display data only for the selected categories.

Weekly Top 3 Defects Category

The Weekly Top 3 Defect Categories statistics are displayed in the form of Bar Charts.

The following chart displays the top three defect categories on a weekly basis.

To view statistics for specific week(s), click the required week name(s) displayed in the chart.

The chart will be updated to display data only for the selected week(s), allowing you to analyze the Top 3 Defect Categories for the chosen period, as shown in the screen below.