QM | Agent Scored Evaluations dashboard

The QM | Agent Scored Evaluations dashboard provides a detailed view of completed evaluations for a selected agent, including a scoring band breakdown, a Sankey diagram showing the flow of evaluations from form to scoring band, a summary table of all scored evaluations, and a granular Evaluation Explorer for reviewing section and question-level scores alongside comments. It is designed for post-evaluation analysis and coaching support.

This dashboard is designed for Quality Managers and Team Supervisors who are preparing for coaching sessions and need to review the detail of individual evaluations. Evaluators will also use the Evaluation Explorer sheet to verify their own evaluation scores and comments.

Questions this dashboard helps answer:

How are this agent’s evaluations distributed across scoring bands?
Which evaluation forms are being used and which scoring bands are they producing?
What are the section and question scores for a specific evaluation?
What comments has the evaluator left on specific questions?
How has the agent’s scoring band distribution changed over time?

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 Evaluation Answers and Evaluation Comments datasets.
An agent must be selected for agent-specific data to display on the summary sheet.

Page location

Insights > Dashboards > Analytics | Agent Scored Evaluations

Dashboard layout

The dashboard contains the following sheets:

Agent Scored Evaluations

The primary summary sheet. Shows a scoring band distribution bar chart by week, a Sankey diagram of form-to-scoring band flows, a scoring band KPI, and the Scored Evaluations Summary table. A dynamic title displays the selected agent and date range.
Evaluation Explorer

A detailed section and question-level pivot table for reviewing individual evaluation scores. Includes a comments pivot table for evaluator and agent comments by question. The most granular evaluation view in the dashboard.
FAQ

Built-in usage guide from the dashboard authors, including tips for drilling to all contacts for a single form.

Controls and filters

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

Contact Start From / To and Date Evaluated From / To (date pickers) — both sheets

Four independent date filters. Contact Start From/To filter by the contact date; Date Evaluated From/To filter by the evaluation completion date. Use together to precisely define the scope of contacts and evaluations to include.
Group(s) / Team(s) (dropdowns) — both sheets

Scope filters for organisational hierarchy.
Agent (dropdown) — both sheets

Selects the agent whose evaluations are displayed. Required before agent-specific data appears.
Evaluation Form (dropdown) — both sheets

Filters to a specific evaluation form. Apply when reviewing performance on a single form.
Scoring Type (dropdown) — Agent Scored Evaluations sheet

Filters to a specific form scoring type (Points or Percentage).
Evaluator(s) (dropdown) — Agent Scored Evaluations sheet

Filters to evaluations completed by specific evaluators. Use for evaluator calibration checks — comparing how different evaluators score the same agent.
Contact(s) (dropdown) — Evaluation Explorer sheet

Filters the Evaluation Explorer to a specific contact. Use after selecting a contact from the summary table to drill into its full evaluation detail.
Evaluator (dropdown) — Evaluation Explorer sheet

Filters the Evaluation Explorer to evaluations completed by a specific evaluator.

Procedures

Review an agent’s scoring band distribution

Select the agent and set the date range filters.
Review the Evaluation Scoring Bands by Week bar chart for band distribution trends.
Review the Sankey diagram to identify which forms are contributing most to Below-band evaluations.
Apply the Evaluation Form filter to focus on a single form if one form appears problematic.

Drill into a specific evaluation

On the Agent Scored Evaluations sheet, find the evaluation in the Scored Evaluations Summary table.
Note the Contact ID and Evaluation ID.
Navigate to the Evaluation Explorer sheet.
Apply the Contact(s) filter using the Contact ID.
Expand the Evaluation Detail pivot table to the section and question level.
Review the Evaluation Comments pivot table for qualitative context.

Use this to:

Build specific, evidence-based feedback for coaching conversations.
Identify exactly which questions or sections drove a low score.

Key metrics

Metric	Definition	How to use it
Sheet: Agent Scored Evaluations
Evaluation Scoring Bands by Week (bar chart)	A stacked bar chart showing the count of evaluations in each scoring band (Below, Meets, Exceeds) by contact start week.	Use to track whether the proportion of Below-target evaluations is shrinking over time. A stable or growing Below band despite coaching intervention may indicate the coaching approach needs revision.
Evaluation Forms to Scoring Band (Sankey)	A Sankey diagram showing the flow of evaluations from evaluation form to scoring band. The width of each flow represents the volume of evaluations.	Use to identify which forms are consistently producing Below-target evaluations. If one form has a disproportionately large flow to Below, investigate whether it is a training issue, a form design issue, or an evaluator calibration issue.
Scored Evaluations Summary (table)	A table listing all evaluated contacts with evaluation ID, form name, scoring type, scoring band, total score, normalized score, evaluator, and a contact URL link.	Use to select specific evaluations for deeper review. Right-clicking a form row allows filtering to show all contacts for that form.
Sheet: Evaluation Explorer
Evaluation Detail (pivot table)	A pivot table showing each evaluation broken down to section and question level, including section scores and question answer values.	Use to review the exact scoring of a specific evaluation. Expand to question level to identify which questions drove a Below-target score.
Evaluation Comments (pivot table)	A pivot table showing all evaluator and agent comments by evaluation, section, and question, including the timestamp offset within the recording where the comment was made.	Use to review the qualitative context behind scores. Evaluator comments provide the coaching narrative; agent comments may indicate appeals or disagreements.

Data notes

Data is sourced from the Evaluation Answers (without nested datasets) and Evaluation Comments datasets.
KPI Question is a calculated field used to identify and flag KPI-type questions within the evaluation form structure.
Contact Offset (s) in the comments table shows the position within the contact recording where the comment was attached — useful for navigating directly to the relevant moment in the recording.