Learn How Call Criteria’s Interactive Dashboard Works

July 26, 2023

Learn How Call Criteria’s Interactive Dashboard Works

Contact Center Quality Assurance is amongst the most vital practices to normalize for your company. Customers always feel safe to contact customer service agents to solve various issues, which is why the call center should be up and running at all times. You can also learn much about your customers through contact center quality assurance and help improve your business.

Call Criteria has arguably the best quality assurance solution that has helped hundreds of companies better their customer service. From speech analytics and sentiment analysis to AI agent coaching, our dashboard offers numerous features. 

Familiarize Yourself with Call Criteria’s Dashboard

While our dashboard might seem complex, we have spent a great deal of time optimizing the usability to guarantee it is quite understandable. Our users have access to three main dashboards;

• Scorecard Dashboard
• The primary Dashboard
• Coaching Dashboard

All three have different functions, as the system is built with permissions accessible to specific user levels. The lowest level is agent, moving to supervision, manager, and client. If the agent logs in to our system, they will only have access to data tied to calls they were involved with.

Supervisors have access to all the data involving calls they were overseeing. This implies the supervisor and agent levels are interlinked, as the former depends on the latter. The manager has access to all the data supervisors oversee and can regulate the calls they are in charge of. 

Clients and managers have the same access privileges, although the client can view the billing information and get higher-level account details. 

The Scorecard Dashboard

This is the drive of all the data on the system. It is the guidelines page where you can get to, as a client, to check what’s on the scorecard, how it works, and the functionality built into it. The scorecard dashboard is designed differently from what we call “the listen page,” where the QA gets access when scoring calls.

For a better understanding, have a look at the example below. It is a scorecard we use for demo purposes.

The scorecard has about 50-60 questions, and as shown, each has a name and point value associated with it. Questions have point values because agents are marked down for making mistakes during their calls. The points are subtracted from their overall score if they don’t mention certain things. Most of the time, we work with a situation where a call starts with a score of 100 points and drops as things are flagged. As the client, we can add as many items to the scorecard to support the improvements we are working together for. 

Our scorecards have different types of questions as follows;

Yes or No Questions

Every question has a subsection where the agent fills in a yes or no answer. We arrange the questions in order of what we deem a call flow to be to ensure questions show up in the proper order. Streamlined work makes it easy for the QA as they have to go through thousands of calls.

Sometimes, some N/As come into place, making it difficult to give a yes or no answer. Such questions will not apply to the scorecard, so we try as much as possible to avoid them by extending questions into dynamics or predicting questions that might arise. 

Calculated Questions

We also have calculated questions where for example, we determine the agent’s professionalism based on how they treated the customer. Here, we ask questions such as whether the call was rushed or whether the client was calm despite the customer’s angry and demanding tone. The solution then uses a calculated formula to determine overall professionalism based on the sub-questions. By taking this granular approach, it is easier to coach the agent on the fine items to improve their overall performance.

Template Questions

This is for questions that need you to check boxes. There is a lot of functionality you can use to optimize your scorecards and get them to do as you desire with these types of questions.

The Primary Dashboard

All the data concerned with scoring comes into the primary dashboard. When logged in as a manager, you can view the scorecards immediately after the calls are reviewed or when doing your review. You can view what every agent scored through this dashboard.

The point of having a primary dashboard is to make it as clean as possible for the supervisor to identify, issue, point-point, and highlight the calls in a way they can use to coach. For instance, if you are concerned about empathy in calls and whether some agents struggle with it, you can use the dashboard to obtain such information. You will see the agents who struggle with empathy, have a review with them, and pinpoint the parts they failed to show. This way, they have the opportunity to apply the coaching for better performance and avoid reoccurrence of the problem behavior. 

It is all part of the coaching exercise as the supervisor can have a bigger look at what a large group of agents is doing. However, we encourage supervisors to handle agents individually rather than as a group because people struggle with different things, and our solution allows tailored coaching at the individual level.

Some of the features in the Primary Dashboard include;

Date Range

On the top of the dashboard is a date range, which is vital if you want to review and compare calls from certain periods. We also have a comparison widget which you can change as need be. 

Call Summary

Below the date range widget, you will find the summary of how many calls were reviewed, which ones failed (determined by the measures you input during setup), how many agents answered calls, the time taken, and the average score. 

Failed calls often receive extra attention, so we have the ability to dive into the details of the part of the call that failed. Through our system, you can identify the specific failed calls, and if your processes support it,  follow up through email for better customer satisfaction.

Sometimes calls are not scored for reasons such as inaudibility, interrupted connection and other factors. These are not categorized as failed calls but as non-scorable calls.

Question Performance

Moving down further, we have a scores section intended to show you how agents performed at a question. Normally, when you build a scorecard with you, you will build subsections such as call flows, acknowledgment, names, opening statements and more that will help determine how the agents rank in every call. The performance allows you to view what your agents are missing during calls. You can export all the data from this section to any platform you want, including Excel, CVS, etc.

Top Missed Points

The best way to improve agent performance is by deeply analyzing calls and noting what they can do better. Missed points are those that agents fail to mention during calls, yet they are crucial. It might seem negligible, but customer satisfaction levels decrease when agents miss too many points. To curb this, our system flags what we term as missed points and shows how many times these points were missed during calls. We list all the scorecard questions and then show the total percentage as well. You can check the points missed in general, that is, in all the calls handled on a specific date, or check what every agent missed. 

Group Performance

There is plenty we use to determine the group performance. This module constitutes supervisor groups, which are indicated by the supervisor names. If you are logged in as a manager, you can view the individual supervisor profiles and compare and assess the overall scores. 

Notification Queue

This is one of the handiest features on the dashboard that, if used appropriately, provides tremendous benefits. One of its uses is setting it to notify you of failed calls, low agent scores or supervisor data that needs viewing. With this capability, you can tell if supervisors are following up with agents on a timely basis and dealing with issues based on the queue.

Additionally, you can use it to communicate with us in case there is something you feel we didn’t handle well. For instance, if you think we wrongly scored a call, you can flag it as a dispute in the notification segment, and the management team will look into it.

The notification queue is accessible to all levels because it is a feature that cuts across all groups. However, you can choose the information each group can view.

Call Details

This shows the type, duration, scorecard, review date, reviewer, score, missed items, call date, agent, group, campaign, session ID, disposition and more. You can use this information to view specifics. When you click on the different categories, you will view information about all the calls.

Coaching Session Dashboard

This is about identifying areas where issues arise to help you establish a coaching session to achieve higher performance. You can accomplish this by either looking at the overall score or individual score level. Additionally, you can take action based on agent scores or missed points.

Suppose you choose the score direction and realize an agent is slacking; you can click the session tab on the far right top corner to create a coaching session. We have a notes section where you can pinpoint the areas you want the agent to improve. 

Afterward, you can set the goal score, for instance, to 90% by a specific date. This means the agent must improve their score by this date, lest they face the consequences. Additionally, you will have gauged how much progress the agent made within a certain period.

A single coaching session can include up to eight agents; therefore, you can group those with similar issues if it suits the situation. Group coaching might work in some instances and fail in others. The idea behind the coaching session dashboard is to improve agent performance. Ensure to update the notes section for better learning. Refrain from setting goals and expecting agents to improve their performance independently without guidance, as it is unrealistic.

On the other hand, if you go the missed points way, you can check the specific scorecard questions as aligned, which, if you click, will showcase the details of calls tied to that question. 

Overall, the coaching dashboard allows you to view active, closed, and expired coaching sessions. If you realize an agent’s performance did not improve yet, the coaching session has expired, and you can hand it over to HR to deal with the situation. Whatever will happen next is out of your hand, as you will have done the best you could to help them improve. 

With the coaching session dashboard at your disposal, you will always have a complete history of all the sessions you created and how the agents performed over time. You can use this information in numerous ways, including an HR remediation plan.

Looking for a Speech Analytics Solution?

The Call Criteria interactive dashboard has plenty to offer. With its user-friendly interface, you can learn how to use and manage it for different purposes to benefit your call center. By presenting information about agent performance in a highly usable way, many of our clients can increase the span of control of their supervisors. 

The solution also improves agent engagement and reduces agent turnover by providing an easy way to help agents improve their performance and enhance their skills. You don’t have to hire a data analyst to interpret the data, as everything is straightforward and comprehensible. 

In case you experience challenges operating the dashboard, our team is always on standby, ready to help. Whether you want to monitor your agent’s performance or view your supervisor’s work progress, Call Criteria has your back. 

Contact us for more information about our interactive dashboard or any other questions you might have.