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QA dashboard

The QA dashboard (QA › Overview) summarizes evaluation results for the period you select: how many conversations were evaluated, how many passed, and how the average score is trending. Supervisors use it to monitor team performance and spot emerging problems; agents see the same dashboard scoped to their own results.

QA dashboard overview

The QA dashboard: totals for the selected period and the average score per day. The dashboard opens at the widest scope your role allows — organization-wide for supervisors, your own results for agents.

Reading the dashboard

The Overview tab shows:

  • Total Reports — the number of evaluations of conversations in the selected period (the dashboard groups by conversation date, not by when the evaluation was created).
  • Total Passed — how many of them passed their scorecard's passing threshold.
  • Avg Score — the average evaluation score.
  • Average score chart — the score trend per day.
  • Breakdown tables — results grouped by scorecard and by group, further down the page.

The Evaluations tab lists the evaluations behind the numbers, so you can jump from an aggregate straight to a specific evaluation with its per-question detail.

Drilling down

From the breakdown tables you can drill into a narrower scope:

  • Click View next to a group to see that team's dashboard, then next to a user to see an individual agent.
  • Click a scorecard name to see results for that scorecard, including per-section and per-question averages — useful for finding the specific question a team consistently fails.

Use the breadcrumb trail at the top of the page to move back up to the wider scope.

Filtering the data

  • Date range — pick one of the presets (Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month) or choose a custom date range.
  • Compare to previous period — when checked, every metric is compared against the identical preceding timeframe and the change is shown as a percentage.
  • Add filters — restrict the underlying conversations, for example to inbound conversations only or to a duration range.

Click Search to apply your selection.

Beyond the dashboard

For tabular reporting — evaluation scores in a scheduled report, or per-question columns exported to Excel — use the reports with evaluation columns instead of the dashboard. You can also query evaluations directly with advanced search, which exposes evaluation attributes as search criteria.