QEval UI User Manual

Table of Contents

• Coaching Dashboard
• Supervisor Coaching Dashboard
• Search Coaching
• Initiate Coaching
• Open For Supervisor
• Supervisor’s User Hierarchy

Supervisor Coaching Dashboard

The Supervisor Coaching Dashboard helps supervisors monitor agent performance and provide coaching more effectively. It offers a single view of team performance, making it easier to track progress, identify areas for improvement, and manage different programs using filters and program selection options. The dashboard also includes trend analysis tools to help supervisors review team performance over time and make informed decisions.

After logging in with their assigned user ID and password (see QEval Login for the login process), supervisors are taken directly to the Supervisor Dashboard.

Supervisors can also open the Supervisor Coaching Dashboard by clicking the Menu button, or by moving the mouse to the left side of the page to open the Menu Bar. Then, select Home and click Coaching Dashboard:

The logged-in supervisor will be directed to the Supervisor Dashboard page. Here the supervisor will be able to view, monitor, search and coach agent’s performance. Furthermore, the supervisor can also initiate the coaching for specific agent based on program names.

Supervisor Dashboard

The Supervisor Dashboard page displays the numeric data of various categories of Total Evaluation, Total Average Score, Coaching Sessions, and ATT of Calls Evaluated. The default view displays the summary of the last four week’s data on the dashboard.

• Total Evaluation: Displays the number of total evaluations of the agent and the numeric value displays the data for each program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
• Total Average Score: Displays the total average score of the agent in percentage and the numeric value displays the data for each program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
• Coaching Sessions: Displays the total number of coaching sessions of agent and the numeric value displays the data for each program.
• ATT of Calls Evaluated: Displays the agent’s average time handling of the evaluated calls, the numeric value displays the data for each program.

By default, 10 program entries will be displayed in the table grid. To view more entires on the same page, click on the Show drop-down menu, and select the number of entries to view the coaching details. 

The All Programs row, displayed at the top of the table, summarizes the combined metrics for all programs. The rows below display review and performance details for each individual program.

The logged-in supervisor can search specific coaching details displayed in the table grid by entering the keywords in the Search Bar Text-Box. Based on the entered keyword, the specific coaching details will be displayed in the table grid. 

 

The data elements displayed on the table grid are explained below:

Table Elements	Description
Program Name	Displays the name of the programs. The program name link allows the supervisor to Initiate Coaching for the specific agent.
Total Evaluation	Displays the number of the total evaluations of the agent and the numeric value displays the data of the specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Average Score	Displays the average score of the agent and the numeric value displays the data for specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Total Coaching	Displays the total number of coaching sessions of the agent for the specific program.
Open for Supervisor	Displays the total number of coaching open for supervisor of all the agents for specific program. The number link allows the supervisor to view all the coaching details completed by agent, submit the feedback and close the coaching completed by the agents for specific program.
Open for Agent	Displays the total number of assigned coaching open for the agent for specific program.
Close Coaching	Displays the total number of assigned coaching completed and closed by the supervisor.
ATT	Displays the agent’s average time handling of the evaluated calls for specific program.
AutoFail	Displays the agent’s autofail scores of the evaluated calls for specific program.
Review Goal	Displays the number of completed reviews against the required review target for the program. For Count goals, it shows Completed Reviews / Configured Review Goal. For Percentage goals, it shows Completed Reviews / Calculated Required Reviews based on the configured review percentage.
Review %	Displays the review goal achievement percentage, calculated by comparing completed reviews against the required review target. The value is color-coded to indicate performance: Red (0–40%), Yellow (41–80%), and Green (Above 81%).

Search Coaching

The logged-in supervisor will have an option to search specific coaching details based on client and program names and can initiate the coaching for specific agent based on program names.

To access this feature, on the Supervisor Dashboard page select the Date Range, Client Name, and Program Name from the respective drop-down fields as explained below:

• Select the Date Range from the drop-down menu for the specific program which includes:
  • Last 7 Days
  • Last 15 Days
  • Last 30 Days
  • Last 90 Days
  • Last 180 Days
  • Last 365 Days

• The Client Name drop-down menu displays the list of clients. Select the name of the client from the list. One can also search for the name of the client by entering keywords in the Search Bar Text-Box displayed under the drop-down field.

• The Program drop-down menu displays the list of program names as per the selection of client name. Select the name of the program from the list. One can search the name of the program by entering the keywords in the Search Bar Text-Box displayed under the field.

• Date Type: Select the required date type as Evaluation Date or Interaction Date. 

Note: In QEval AI instances, Interaction Date is selected by default as the Date Type in the filter panel. You can change the Date Type to Evaluation Date whenever required.

Once the necessary specific details are selected, click on the Apply Filter button to search specific coaching details.

Based on the selected criteria the search results will be displayed in the table grid as shown below:

The data elements displayed on the table grid are mentioned below:

Table Elements	Description
Program Name	Displays the name of the programs. The program name link allows the supervisor to Initiate Coaching for the specific agent.
Total Evaluation	Displays the number of the total evaluations of the agent and the numeric value displays the data of the specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Average Score	Displays the average score of the agent and the numeric value displays the data for specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Total Coaching	Displays the total number of coaching sessions of the agent for the specific program.
Open for Supervisor	Displays the total number of coaching open for supervisor of all the agents for specific program. The number link allows the supervisor to view all the coaching details completed by agent, submit the feedback and close the coaching completed by the agents for specific program.
Open for Agent	Displays the total number of assigned coaching open for the agent for specific program.
Close Coaching	Displays the total number of assigned coaching completed and closed by the supervisor.
ATT	Displays the agent’s average time handling of the evaluated calls for specific program.
AutoFail	Displays the agent’s autofail scores of the evaluated calls for specific program.

Initiate Coaching

The Supervisor has the option to view and initiate the coaching for specific program by clicking on the Program Name link displayed in the table grid as shown below:

The Supervisor Coaching Drawer of specific program will be opened on the same table grid.

The data elements displayed on the table grid are explained below:

Table Elements	Description
Agent Name	Displays the name of the agents. By clicking on the specific agent’s name link, the supervisor will be able to initiate the coaching.
Evaluation	Displays the number of the total evaluations of the agent and the numeric value displays the data of the specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
QA Scores Without Autofail	Displays the total QA scores without autofailure gained by the specific agent in the percentage. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
QA Scores With Autofail	Displays the total QA Scores with autofailure gained by the specific agent on completion of assigned coaching.
Total Coaching	Displays the total number of coaching assigned to the specific agent.
Open for Supervisor	Displays the total number of coaching open for supervisor of all the agents for specific program. The number link allows the supervisor to view all the coaching details completed by agent, submit the feedback and close the coaching completed by the agents for specific program.
Open for Agent	Displays the total number of assigned coaching open for the agent for specific program.
Close Coaching	Displays the total number of assigned coaching completed and closed by the supervisor.
ATT	Displays the agent’s average time handling of the evaluated calls for specific program.
Autofail	Displays the agent’s autofail scores of the evaluated calls for specific program.

The supervisor will be able to view and initiate coaching of selected agent for specific program by clicking on the Agent Name link displayed in the table grid as shown below:

The list of coaching parameters for selected program will be displayed under the selected agent name as highlighted in the screen below:

The supervisor can initiate and assign the coaching to the agent based on the performance by clicking on the checkbox displayed besides the coaching parameter.

After selecting a coaching parameter, the Evaluation Details are displayed in a table grid containing the following columns: Evaluation ID, Evaluation Date/Interaction Date, Possible Points, Scored Points, Evaluation Score, Auto Failure, and Score.

Refer to Evaluation/ATA to know how to generate new evaluations and search the existing ones.

The Date column is displayed next to the Evaluation ID column and dynamically updates based on the selected Date Type filter:

• Evaluation Date – Displays the date on which the evaluation was completed.
• Interaction Date – Displays the date of the associated Call, Chat, or Email interaction.

To initiate coaching for one or more evaluations and assign the coaching session to the selected agent, select the checkbox displayed beside the Evaluation ID.

To view the evaluation form details, click on the Evaluation ID link as shown below:

Once the details are configured, click on the Initiate Coaching button to assign the specific coaching to the agent as shown below:

After initiating the coaching, the user will be directed to the Create Coaching page as shown below:

On the create coaching page, the supervisor will be able to view the strengths and opportunities details added for the selected agent for specific program as shown below:

Configure the following fields displayed on the page to initiate the coaching:

• DISC Style: DISC stands for Dominance, Influence, Steadiness, and Compliance which are the personality types. Enter the DISC styles of the coachee – Eagle, Peacock, Dove, or Owl.
• Opportunity Type: Enter the opportunity type for the coachee.
• Impacted KPI: Enter the impacted KPI for the coachee.
• Follow Up Date: Select the follow up date for the agent’s coaching using date picker option. The date will be displayed in MM/DD/YYYY format.
• Action Plan: Enter the action plan for the agent to improve the KPIs.

Once the necessary details are entered, click on the Submit button to initiate the coaching.

Once the coaching details for the specific agent are submitted, the logged-in user will be directed to the Supervisor Dashboard page and the coaching details will be updated and displayed on the table grid as shown below:

The data elements displayed on the table grid are mentioned below:

Table Elements	Description
Program Name	Displays the name of the programs. The program name link allows the supervisor to Initiate Coaching for the specific agent.
Total Evaluation	Displays the number of the total evaluations of the agent and the numeric value displays the data of the specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Average Score	Displays the average score of the agent and the numeric value displays the data for specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Total Coaching	Displays the total number of coaching sessions of the agent for the specific program.
Open for Supervisor	Displays the total number of coaching open for supervisor of all the agents for specific program. The number link allows the supervisor to view all the coaching details completed by agent, submit the feedback and close the coaching completed by the agents for specific program.
Open for Agent	Displays the total number of assigned coaching open for the agent for specific program.
Close Coaching	Displays the total number of assigned coaching completed and closed by the supervisor.
ATT	Displays the agent’s average time handling of the evaluated calls for specific program.
AutoFail	Displays the agent’s autofail scores of the evaluated calls for specific program.

Open For Supervisor

The Open for Supervisor allows the logged-in user to view all the open coaching details assigned to the agents for specific program. Based on the coaching feedback and coaching status shared by the agent for specific program, the supervisor can enter the opportunity status as well as comment on the agent’s improvement.

To view all the open coaching details for specific program, click on the Number link displayed under Open For Supervisor column available in the table grid as shown below:

The logged-in supervisor will be directed to specific program page where the agent’s coaching details will be available as shown below:

Based on the coaching feedback shared by the agents for specific program, the supervisor needs to enter the comments in the Improvement in KPI text-box and select whether the assigned coaching was Completed or Unsuccessful from the Opportunity Status drop-down menu for all the open coaching.

Once the coaching feedback is entered by the logged-in supervisor, click on the Submit button to close the open coaching completed by the agents.

After submitting the coaching feedback, the logged-in supervisor will be directed to the Supervisor Dashboard page where the Open For Supervisor and Close Coaching details will be updated.

Auto-Fail 

The Auto-Fail feature allows the logged-in user to view all evaluations that have been flagged with critical errors resulting in an immediate failure. This feature enables quick identification of essential issues, facilitating efficient follow-up and corrective coaching actions within the Supervisor’s Coaching Dashboard.

To view all the auto-fail coaching details for specific program, click on the auto-fail box displayed under Auto-Fail column available in the table grid as shown below:

Upon clicking on the Auto-Fail box, the Auto-Fail pop-up will be displayed as highlighted in the screen below- 

The supervisor can access a detailed view of a specific evaluation by selecting the highlighted IDs within the “AnswerID” section-  

Upon clicking on the specific IDs, the supervisor will redirect to the detailed evaluation page. 

The data elements displayed on the table grid are mentioned below:

Table Elements	Description
Program Name	Displays the name of the programs. The program name link allows the supervisor to Initiate Coaching for the specific agent.
Total Evaluation	Displays the number of the total evaluations of the agent and the numeric value displays the data of the specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Average Score	Displays the average score of the agent and the numeric value displays the data for specific program. It also shows the difference with the previous date range with Up Arrow  and numeric value in green color or with Down Arrow  and numeric value in red color.
Total Coaching	Displays the total number of coaching sessions of the agent for the specific program.
Open for Supervisor	Displays the total number of coaching open for supervisor of all the agents for specific program. The number link allows the supervisor to view all the coaching details completed by agent, submit the feedback and close the coaching completed by the agents for specific program.
Open for Agent	Displays the total number of assigned coaching open for the agent for specific program.
Close Coaching	Displays the total number of assigned coaching completed and closed by the supervisor.
ATT	Displays the agent’s average time handling of the evaluated calls for specific program.
AutoFail	Displays the agent’s autofail scores of the evaluated calls for specific program.

Supervisor’s User Hierarchy

The Supervisor’s User Hierarchy feature is an enhanced tool that provides hierarchical visibility within an organization, allowing a supervisor’s supervisor to take actions on coaching sessions on behalf of their subordinate supervisors. This includes initiating, updating, and closing coaching sessions. Additionally, a supervisor’s supervisor has the authority to close any coaching sessions created by their subordinate supervisors.

When a program name is selected, a detailed data table is displayed. This table contains comprehensive information about the supervisor responsible for the chosen program. It provides insights into the specific supervisory details for the selected program name, allowing users to view the relevant supervisory hierarchy and associated responsibilities.

Now, click on the   button, to view the supervisor’s hierarchy – 

Upon clicking on the button, the supervisor’s supervisor names will be displayed – 

Supervisors also have the ability to click on any of the names of the supervisors displayed within the hierarchy. Upon doing so, the system will present the report data for the selected supervisor, including detailed information about the agents under their supervision.

Additionally, the scorable category details associated with those agents will be visible, providing further insights into their performance metrics.

Upon evaluating an agent’s scorable categories, the supervisor has the option to choose any category that requires improvement. To proceed, the supervisor clicks on the main category and then selects the specific evaluation id associated with the agent from the dropdown menu.

Once the relevant evaluation id is selected, the supervisor can initiate the coaching process by simply clicking the “Initiate Coaching” button, as displayed on the interface-