Analytics | Auto QM Analysis dashboard

The Analytics Auto QM Analysis dashboard provides a comprehensive view of automated and manual Quality Management (QM) evaluation performance, including overall scores, topic- and form-level trends, section-level performance, answer distributions, and detailed evaluation records.

The dashboard is designed for Quality Managers, Operations Managers, and Analytics users to:

  • Monitor automated QM score performance against defined targets

  • Compare score distributions across forms, topics, and sections

  • Identify trends and variance in automated evaluations

  • Review evaluation‑level detail and sample contacts

  • Analyze section overrides and scoring consistency

Prerequisites

  • You have the Insights Reader license.

  • You must have access to Insights dashboards.

  • You must have access to Analytics dashboards.

  • You must have access to the following datasets:

    • Evaluations (Manual + Auto) with Trending Topics

    • Evaluation Answers (Manual + Auto)

    • Evaluation Section Scores

    • Evaluation Forms

    • Contacts

  • You have the appropriate permissions (scope) to view data for the selected Groups and Teams.

Page location

Insights > Dashboards > Analytics | Auto QM Analysis

Dashboard layout

The dashboard consists of multiple interactive sheets. Each sheet focuses on a specific analytical lens of Auto QM performance.

  • Overview - Provides a high‑level summary of Auto QM performance and volume. Primary visuals include:

    • KPI for Total Contacts

    • KPI for AutoQM Evaluations

    • KPI showing % Difference From Target Score

    • Histogram of AutoQM Score Distribution

    • Table summarizing Avg AutoQM Evaluations by Topic

    • Table summarizing Avg AutoQM by Form

  • Avg Scores by Topic - Analyzes Auto QM performance across topics and forms and enables users to drill into evaluation‑level detail. Primary visuals include:

    • Pivot table showing Avg AutoQM Score by Topic by Form

    • Evaluation‑level detail table

    • Instructional text highlighting sample‑contact behavior

    NOTE   Users are advised to limit the number of forms selected (recommended ≤ 5) to maintain readability.

  • Section Evaluation - Provides detailed insight into form structure, section-level scoring, and overrides. Use this page to analyze score behavior within evaluation forms and identify potential root causes. Primary visuals include:

    • Form Level Stats table

    • Weekly Performance Trend combo chart

    • % Times Section Score was Overridden bar chart

    • Section Scores Detail table

    • Section Score Distribution by Topic

    • Evaluation‑level detail

  • Answers Spread - Provides a breakdown of how individual questions are answered within evaluation forms. Use this page to review answer distributions and analyze scoring consistency. Primary visuals include:

    • Pivot table showing Answers Spread by:

      • Form

      • Section

      • Question

      • Selected option

    • Evaluation‑level detail table

  • All Evaluations Totals - Displays all evaluation‑level records, one row per evaluation, for aggregate review and export.

  • All Evaluations Detail - Provides the most granular view of all evaluations with full dimensionality (agent, form, topic, section, score, timestamps).

  • FAQ - Provides guidance on how to navigate and use the dashboard effectively, including recommended filtering and analysis approaches for different sheets.

Filters and controls

NOTE   Filters are cross‑sheet and cascading. Selecting a value on one page applies consistently across all applicable sheets.

Parameter controls

  • Target Score - Sets the benchmark score used for KPI comparison. The default value is 93.

  • #Sample Contacts - Controls how many evaluation records are displayed in detail tables. The default value is 10.

  • Form (multi‑select) - Limits analysis to selected evaluation forms.

Common filters (cross‑sheet)

  • Contact Start Time

  • Contact Direction

  • Evaluation Type (Auto / Manual)

  • Topic

  • Subtopic

  • Group

  • Team

  • Agent

Procedures

Review Auto QM performance vs target

  1. Set the Target Score parameter.

  2. Review the KPI for % Difference From Target Score.

  3. Use the score distribution histogram to assess spread and skew.

Analyze topic and form performance

  1. Select one or more Forms.

  2. Navigate to Avg Scores by Topic.

  3. Review topic‑level averages and drill into evaluation detail.

Investigate section performance and overrides

  1. Select one form only.

  2. Navigate to Section Evaluation.

  3. Review section scores, override frequency, and trends.

  4. Drill into section‑level evaluation detail as needed.

Review answer distributions

  1. Select one form only.

  2. Navigate to Answers Spread.

  3. Analyze how specific questions are answered and where responses cluster.

Key metrics

The following metrics are available in this dashboard to help you understand agent activity and quality performance.

Quality Score Metrics

  • Normalized Evaluation Score (%) - Percentage score representing the normalized outcome of an evaluation. Used consistently across dashboards for comparison.

  • Avg AutoQM Score (%) - Average of Normalized Evaluation Score across selected evaluations.

  • Target Score (%) - User‑defined benchmark score used for KPI comparison.

  • % Difference From Target Score - Percentage difference between Avg AutoQM Score and Target Score. Positive values indicate performance above target.

Volume Metrics

  • AutoQM Evaluations - Total number of automated evaluations within the selected filters.

  • Total Contacts - Total contacts represented in the dataset. This metric is not restricted by form or topic.

  • # Evaluations - Count of evaluations associated with a form, topic, or section.

Section‑Level Metrics

  • Avg Section Score (%) - Average normalized score for a specific section within a form.

  • Form Section Weight (%) - Relative weight of a section used in overall evaluation scoring.

  • # Sections Evaluated - Total number of section evaluations completed.

  • # NA Sections Evaluated - Number of section evaluations marked as Not Applicable.

  • % Times Section was NA - Percentage of evaluations where a section was scored as NA.

  • % Section Overridden - Percentage of times a section score was manually overridden.

Answer‑Level Metrics

  • Evaluation Answer Count - Count of answers selected for a specific question and option.

Interactions

Use these interactions to explore and interact with the dashboard.

  • All visuals support cross‑sheet filtering

  • Data‑point click actions:

    • Apply filters to target visuals

    • Open contact URLs in a new browser tab

  • Conditional formatting highlights:

    • Score gradients (low → high)

    • KPI status (above / below target)

    • High‑frequency answer selections

Data notes

  • Scores are stored as normalized percentages

  • Conditional formatting uses predefined color ramps for consistency

  • Dashboard is optimized for a 1920px desktop canvas

  • Week starts on Sunday

  • Validation strategy is LENIENT

  • Export to CSV is enabled for table visuals

  • Sample contact limits are controlled via parameter

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