Available QM widgets

The following widgets contain statistics for QM.

Prerequisites

Page location

Data Explorer > New Dashboard or Dashboard (in Dashboard list) > Add Panels > QM Widgets

Homepage > Edit Dashboard > Add Panels > QM Widgets

Contact Goal Progress widget

The Contact Goal Progress widget displays the current completion status of contact goal evaluations, calibrations, and reviews. You can choose to display data for all active goals for a single evaluator or to display data for all evaluators for a single goal.

Data Element Description

Name

The name of the evaluator for the current goal.

Progress

Displays progress as one of the following metrics:

  • Completed—The number of contact goal tasks that the evaluator has completed out of the total required.
  • Remaining—The number of contact goal tasks remaining for the evaluator to complete.

Contact Totals widget

The Contact Totals widget displays the current contact totals for the selected group, team, or agents. The displayed data is based on results from a specific evaluation form or type of evaluation form. For more information about this report, see Contact Totals Graph.

Current Best Performers widget

The Current Best Performers widget displays the current list of your best performing agents. This widget allows you to use a gamification strategy that rewards agents for performing desired tasks. The gamification technique leverages people’s natural desire for competition, achievement, and status.

The Recent Evaluations widget displays the following data elements.

Data Element Description

Agent

The agent’s first and last name.

Score

The score based on evaluated calls that contain the specified metadata value for the specified date range. A star appears for each scoring band.

EXAMPLE   For percentage-based scoring, four stars appear in the Score field if the agent’s score is between 61 and 80.

ACD Status

The status of ACD agents. This is the current ACD Status in Workforce Management.

NOTE   This field appears only if you have both QM and WFM.

Evaluation Averages widget

The Evaluation Averages widget displays the current evaluation averages for the selected group, team, or agents.

Evaluation Ranges widget

The Evaluation Ranges widget displays the current evaluation ranges for the selected group, team, or agents. It displays the following data elements.

Data Element Description

Below

The number of evaluated contacts that are below expectations.

Meets

The number of evaluated contacts that meet expectations.

Exceeds

The number of evaluated contacts that exceed expectations.

Gamification Score widget

The Gamification Score widget displays metrics based on the following performance categories:

  • QM Quality Score
  • WFM Adherence Score

NOTE   The WFM Adherence Score is only available when WFM is activated.

In the Gamification Score widget, agents can see their current level and their progress towards the next level. They can choose which performance category to display: QM Quality Score or WFM Adherence Score.

When agents configure the Gamification Score widget, it displays a badge and a progress bar. The badge has a number next to it: the badge symbolizes the level the agents have achieved, and the number next to it indicates the level they have achieved for the performance category they have selected. The progress bar indicates how close agents are to the next level.

Supervisors and administrators can configure the Gamification Score widget to display a single agent (that would look identical to the agent’s Gamification Score widget) or to display all agents for a specific performance category.

The Gamification Score widget displays the following data elements.

Data Element Description

Group

The name of the group.

Team

The name of the team.

Agent

The agent’s first and last name.

Badge

The badge that the agent has earned, which is based on the number of points that the agent currently has accumulated.

Recent Evals Performed widget

The Recent Evals Performed widget displays the results for the most recent evaluations that you performed for the selected group, team, or agents. You can select a point-based or percentage-based evaluation form from the Eval Form drop-down list.

Data Element Description

Last

The point or percentage score for the last evaluation that you performed. The widget determines the last evaluation by the date and time of the evaluation.

Last 5

The average point or percentage score for the last five evaluations that you performed. The widget determines the last five evaluations by the date and time of the evaluations.

Recent Evaluations widget

The Recent Evaluations widget displays the results for the most recent evaluations that all evaluators performed for the selected group, team, or agents. You can select a point-based or percentage-based evaluation form from the Eval Form drop-down list.

NOTE   When an agent moves from one team to another, the agent’s contacts from the original team, and the evaluations associated with those contacts, stay with the original team. Contacts and their evaluations from the agent’s second team stay with the second team.

Data Element Description

Last

The point or percentage score for the last evaluation. The widget determines the last evaluation by the date and time of the evaluation.

Last 5

The average point or percentage score for the last five evaluations. The widget determines the last five evaluations by the date and time of the evaluations.

Recording Surveys widget

The Recording Surveys widget displays the results for the most recent post-call surveys that customers have submitted for the selected group, team, or agents. You can select one or all of the survey forms from the Survey Form drop-down list.

Data Element Description

Last

The score for the last survey submitted. The widget determines the last survey by the date and time of the survey response.

Last 5

The average survey score for the last five surveys submitted. The widget determines the last five surveys by the date and time of the survey responses.