QEval UI User Manual

Table of Contents

• Admin
• Admin Home Page
  • Dashboard
  • Program QA Performance
  • Overall QA Scores – Program
  • Learning Overview Dashboard
  • KPI Dashboard
  • Active User Dashboard

Admin

The Admin is the highest-level user role in the QEval application and has complete access to all system features and configurations.

An Admin can:

• Create users and assign any available user role.
• Manage user permissions by granting or revoking access rights.
• Monitor and track activities performed by all user roles.
• Configure system settings and manage application features.
• View and access all reports available in QEval.

After logging in with a valid Admin User ID and Password, the system redirects the user to the Admin Dashboard.

Admin console includes the operational tabs like – Home, Manage, KPI, Quality, Survey, Coaching, My Universe, Reports, Settings, and Admin.

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 Admin, refer to Users Access Control.

Admin Home Page

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

1. Dashboard
2. Program QA Performance
3. Overall QA scores – Program
4. Learning Overview Dashboard
5. KPI Dashboard
6. Active User Dashboard

Dashboard

After a successful login, the Admin Dashboard is displayed. The dashboard provides an overview of key information and gives quick access to the features and modules available to the Admin, as shown below.

The Dashboard displays various analytical metrics and performance statistics. Scroll down to view additional charts, reports, and insights based on different parameters and data categories.

The graphical representation of data will be displayed as shown below.

To display specific data on the Dashboard, apply the required search filters. Click Search Program to select the desired criteria.

The dashboard displays the data based on the selected search criteria. Admin users can view the performance data across multiple Programs, Centers, and Categories simultaneously.

The following data will be displayed on this page:

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

View the Statistics on Full Screen

Admin can view all the stats of the Dashboard in full-screen mode. To do so, click on the Chart Context Menu icon which is highlighted on the following screen.

Then, click on the View in full screen option.

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

To exit the full-screen mode, click on the Chart Context Menu icon and select the Exit from full screen option as shown on the following screen:

Print Chart

Admin can print the chart and save it in their local system as well. To do so, click on the Chart Context Menu icon and select the Print Chart option.

Download Chart

Admin 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 this information in any of the above-mentioned formats, then click on the Chart Context Menu icon and select the required format.

The particular information will be downloaded into the local system.

View Data Table

Admin can view the data in the table format which is initially displayed in the Chart format. To do so, click on the Chart Context Menu icon from the required category and select the View data table option.

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

Program QA Performance

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

Use the Employee Status filter to display results based on the required agent status. You can choose Active, Inactive, or All to refine the data displayed.

The data also consists of an added field Trend.

The admin can print the data by clicking on the Print button. 

Then the data will get downloaded into the system.

Overall QA Scores – Program

On the Overall QA Score page, the Admin can view QA score data in the following formats:

• QA scores – Week Wise, Center Wise, Category Wise
• Weekly Top 3 Defects Category. 

To display specific data on this page, configure the following search filters:

• Program Name: Select the required program from the drop-down list.
• Evaluation Form Name: Select the required evaluation form. The available forms are displayed based on the selected program.
• End Date: Select the required end date using the date picker.
• Employee Status: Select Active, Inactive, or All to filter the results by agent status.
• Date Type: Select either Evaluation Date or Interaction Date.

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

After configuring the required filters, click Search to display the data based on the selected criteria.

QA Score Week Wise and QA Score Center Wise

These statistics are displayed in the Bar Chart format.

The following chart shows the QA scores achieved by all agents, displayed week-wise and center-wise.

QA Score Category Wise

These statistics are displayed in the Bar Chart format.

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

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

• Introduction
• During chat
• Closing chat

To view statistics for specific categories, click the required category names displayed below the chart. The chart updates to display data only for the selected categories, as shown below.

Weekly Top 3 Defects Category

These statistics are displayed in the Bar Chart format.

The following chart displays the statistics of the top 3 defects category on weekly basis.

To view statistics for one or more specific weeks, click the required week(s) displayed below the chart. The chart updates to display data only for the selected week(s), as shown below.

To view data for a different week or week range, select the required week(s) below the chart. The chart refreshes to display statistics for the selected period.

Learning Overview Dashboard

The Learning Overview dashboard provides insights into the performance of QEval’s active learning process. It helps Admins monitor disputed evaluations, identify evaluations that require human review, and surfaces model performance trends.

To display specific data on this page, configure the following search filters:

• Date Range: Select the required date range. By default, Last 30 Days is selected. Available options include Last 7 Days, Last 15 Days, Last 30 Days, Last 90 Days, and Last 120 Days.
• Program Name: Select the required program from the drop-down list.
• Supervisor: Select one or more supervisors from the drop-down list.
• Agent Name: Select one or more agents from the drop-down list.
• Coaching Type: Select the required coaching type from the drop-down list.

After configuring the required filters, click Search to display the data based on the selected criteria.

Dashboard Elements	Description
Average Coaching Created Per Agent	This represents the numerical value showing the average coaching sessions created per agent. This also represents percentage change indicator showing whether this number is higher or lower than the current date range compared with the previous equal time period.
Average QA Score Improvement	This metric measures the impact of coaching on QA performance by showing the percentage improvement in average QA scores for the selected date range and comparing that period with the previous equal time period; a positive percentage indicates scores improved during the selected period, a negative percentage indicates a decline that may require coaching adjustments, and a value near zero shows little or no measurable change.
Agent Performance Trajectory	This graph represents QA score and Auto Fail rate over time, defaulting to the Top 5 agents by improvement (toggle to Bottom 5 to find agents needing coaching); each agent has a distinct color, hovering reveals the agent name, color, and coaching created in the current date range, trends compare the selected period with the previous equal period, and if fewer than five agents are selected the Top/Bottom toggle is disabled and the chart shows only the selected agents. The system displays the Top 5 agents based on improvement trends. Users can also switch to Bottom 5 agents to identify who needs more coaching or support.
Supervisor Autofail Rate Trend	This graph displays supervisors’ Auto Fail % over the last five months, defaulting to the Top 5 supervisors by performance with an option to toggle to Bottom 5.
Agent Leaderboard	By default, the leaderboard shows the Top 5 agents and displays each agent’s performance improvement percentage (current date range vs the previous equal period), current QA score with Auto Fail rate, and number of coaching sessions completed; supervisors can toggle to Bottom 5 to identify agents who may need additional support.
Supervisors Leaderboard	By default the view shows the Top 5 supervisors and displays each supervisor’s performance improvement percentage (current date range versus the previous equal period), their overall QA score with Auto Fail rate for the agents they supervise, and the number of coaching sessions they have created; this helps identify strong mentors who are positively impacting quality, and users can toggle to Bottom 5 as needed.
Coaching Activity Count	The Coaching Activity Count graph lists supervisors with their total coaching counts, displaying each supervisor as a stacked, color‑coded bar that breaks down counts for Open for Supervisor, Open for Agent, and Closed. The chart supports drilldown and hover interactions: clicking a chart element opens a detailed view showing the underlying records and breakdowns, while moving the cursor over an element displays a tooltip with the count and other summary details. When the user clicks on the any of the status bar of the supervisor, it shows the drilldown details.
Training Creation	This pie chart breaks down training created in the selected date range into program‑level and parameter‑level categories, displays matching color codes below the chart, and shows the count of trainings per program or parameter on hover, helping users quickly see what types of training content were developed.
Training Completion Status	This pie chart shows the number of training sessions Completed and Pending for the selected date range, with matching color codes displayed below the chart; hovering over each segment reveals the count for that status, providing a quick view of overall training participation and progress.
Program Level Performance and Autofail	This graph displays each program’s average QA score alongside the total number of coaching sessions conducted for that program over the selected date range, helping users identify high‑performing programs and those needing additional coaching; hovering the QA score trend line reveals the program name and its average score, and hovering the coaching data shows the program name and the number of coaching sessions created.
Coaching Types	This bar chart shows the number of coaching sessions for each coaching type in the selected date range, helping users identify the most‑used types, those needing more attention, and how coaching resources are allocated; hovering a bar reveals the coaching type and the total sessions created.

KPI Dashboard

The KPI Dashboard displays the scores achieved by all agents across different performance categories.

• Program Level Score Comparison
• KPB Index
• Strategic Parameter Score
• Prediction Score Based on Strategic Parameter Monthly
• Prediction Score Based on Strategic Parameter – Quarterly
• Top 5 Agents KPI
• Bottom 5 Agents KPI
• Coach (Tactical Warehouse)
• Highest & Lowest Daily Score

To view these scores, navigate to the KPI Dashboard from the Home page of the Agent Console, as shown in the following screen.

To view data for a specific time period, click Search Program and select the required search criteria, as shown below.

Admin can scroll down to view more reports.

The following reports will be displayed on this page:

Reports	Description
Program Level Score Comparison	Displays the week-wise comparison of the program average score which is the average of the performance of all the agents. This data is displayed in the Bar Chart format. To view the legends, click on the Legend For Week as shown below. The Legend For Week window will be displayed as shown below: In this window, the date range of each week will be displayed for which the data is displayed for the Program Level Score Comparison in the Bar Chart format.
KPB Index	Displays the overall Key Performance Behaviour Index of all the agents.
Strategic Parameter Score	Displays the overall Strategic Parameter Score achieved by all the agents. To view the legends, click on the Legend For Week displayed under the chart.
Prediction Score Based on Strategic Parameter Monthly	Displays the overall Prediction Score based on the Strategic Parameter Score achieved by the agent on a monthly basis in the Line Chart format.
Prediction Score Based on Strategic Parameter – Quarterly	Displays the overall Prediction Score based on the Strategic Parameter Score achieved by the agent on a quarterly basis in the Line Chart format.
Top 5 Agents KPI	Displays the KPI data of the top 5 agents.
Bottom 5 Agents KPI	Displays the KPI data of the bottom 5 agents.
Coach (Tactical Warehouse)	Displays the data of – before the week, during the week, and after the week – for the Coach Tactical Warehouse in the Line Chart format. Admin can also view the data of one, multiple, or all the coaches by selecting the names displayed at the bottom of the chart.
Highest and Lowest Daily Score	Displays the overall highest and the lowest score achieved by all the agents on a daily basis. The following chart displays the statistics of both High and Low Scores achieved by all the agents on a daily basis. Click on the High Score displayed below to view the statistics of only High Scores. The statistics of only High Scores achieved by the logged-in agent will be displayed: Similarly, click on the Low Score and the statistics of only Low Scores achieved by the logged-in agent will be displayed:

Active User Dashboard

The Active User Dashboard provides information about the total active hours of users in the system. When you click the Active User Dashboard tab, the system opens the dashboard, where you can view the total active hours for the following user roles:

• Admin
• QA Verifier
• QA Supervisor
• Supervisor

This is as displayed below:

By default, the Active User Dashboard displays the active hours for the current day. To view active hours for a different time period, click Search User and select the required date range. The dashboard updates to display the active hours for the selected duration.

Configure the following search criteria to filter the data:

• Start Date: Select the start date using the date picker.
• End Date: Select the end date using the date picker.
• Status: Select the required status from the drop-down list.
• Search: Enter a keyword to search for a specific user or related information.

After configuring the required filters, click Search to display the matching results.

Based on the set filters, the data will be displayed on the grid accordingly. The table will display the following details:

• Current Status
• Alternate/EmpId
• Client Name
• Group Name
• Name of the users
• Total Active Hours
• Total Duration
• Total Evaluation

Notes

• The total active hours will not include the time period when the member has set their status as “Not Available”. 
• The active hours’ data will be displayed in the CST zone.