QM | Agent Profile dashboard

The QM | Agent Profile dashboard helps supervisors, quality managers, and operations leaders evaluate an agent’s performance by combining contact activity and quality evaluation results in a single view.

This dashboard can help answer questions such as:

• How is an agent performing over time?

• Are there any consistently low- or high-scoring interactions?

• Is the agent handling an expected volume of contacts?

• Are enough contacts being evaluated?

• Which interactions should I review for coaching or recognition?

Prerequisites

• You have the Insights Reader license.

• You must have access to Insights dashboards with permission to view QM data.

• You must have access to the Contacts and Evaluations datasets used by this dashboard.

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

Page location

Insights > Dashboards > QM | Agent Profile

Dashboard layout

The dashboard contains the following sheets:

• Agent Profile

  Displays key performance indicators (KPIs), trends, and evaluation summaries.

• Contact Drill Down

  Displays detailed contact-level records based on selected filters or interactions.

Filters and controls

Use these filters to refine the data displayed on the dashboard. Filters apply to all visuals unless otherwise noted.

NOTE   Filters are hierarchical. Selecting a Group limits the available Teams and Agents.

• Date Range (Applies to all visuals on the sheet)

  • From (Date-Time picker)

  • To (Date-Time picker)

• Group (multi-select)

• Team (multi-select)

• Agent (single-select)

• Evaluation State (Drill Down sheet only, multi-select)

  NOTE   Includes Scored and other evaluation states. Some interactions automatically set this filter to Scored.

Procedures

Review an agent’s performance

1. Select a Date Range.

2. Filter by Group, Team, or Agent.

3. Review:

   • Avg Daily Contacts (workload)

   • Avg Normalized Score (quality trend)

Use this to:

• Assess overall performance

• Identify trends over time

Identify low-performing interactions

1. Go to Bottom Normalized Evaluation Scores.

2. Click a contact link to open details.

Use this to:

• Identify coaching opportunities

• Investigate quality issues

Identify high-performing interactions

1. Go to Top Normalized Evaluation Scores.

2. Open contact records for best-practice examples.

Use this to:

• Recognize strong performance

• Share examples with the team

Check scoring coverage

1. Review % Contacts Scored.

2. Click the percentage to open Contact Drill Down.

3. Verify which contacts have been evaluated.

Use this to:

• Ensure evaluation targets are being met

Key metrics

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

• Contacts Scored - The number of contacts that have associated evaluations.

• All Contacts Scored - The total number of contacts that have been evaluated across all selected filters (such as date range, group, team, or agent).

• % Contacts Scored - The percentage of handled contacts that have been evaluated.

  Use this to:

  • Ensure sufficient evaluation coverage

  • Identify gaps in quality monitoring

  • Verify whether evaluation targets are being met

• All % Contacts Scored - The percentage of all handled contacts that have been evaluated.

• Avg Daily Contacts - The average number of contacts handled per day during the selected period.

  Use this to:

  • Understand agent workload

  • Compare activity levels across agents

  • Identify sudden increases or drops in activity

• All Avg Daily Contacts - The average number of contacts handled per day during the selected period.

• Contacts Taken - Total number of contacts handled by the agent.

Interactions

Use these interactions to explore and interact with the dashboard.

• KPI clicks (Contacts Scored, % Contacts Scored)

  Navigates to the Contact Drill Down sheet with Evaluation State set to Scored.

• Score trend chart

  Clicking a data point filters the dashboard to the selected date.

• Contact links

  Available in Top and Bottom score tables. Opens the contact record in a new browser tab.

Data notes

• Data is sourced from:

  • Contacts dataset (volume, duration, agent info). See Contacts dataset for more information.

  • Evaluations dataset (scores, evaluation state). See Evaluations (Legacy) dataset for more information.

• Date filters are based on Contact Start Time.

• Quality metrics only include:

  • Scored evaluations

  • Counted scores

  • Non-deleted evaluations

• Scores are displayed as percentages.

• Dashboard is optimized for standard desktop resolution (1920px width).