Step 1: From the quality assurance manager dashboard, you can view all the agents in your team.
Step 2: An overall summary of statistics is located on the left-hand side of the dashboard.
The following figures will be viewable:
- Average overall
- Outbound calls
- Inbound calls
- Website calls
- Kiosk calls
Step 3: To filter services for the various streams of agents, click on the filter icon located on the top left-hand side of your screen.
Step 4: A drop down menu for services offered will appear. Select the relevant service team that you want to assess.
Step 5: Click on relevant agent that you want to view.
Step 6: Click on the agent tile to view all the assessments for that agent.