QA Scorecard Analytics

  Analytics tell you a lot about your business, simultaneously providing the big picture and the minutia of individual moments. Dialpad's QA Scorecard Analytics organizes data into an easy-to-understand format allowing you instant insight into your team's and agent's performance.

Analytics can be pulled and easily exported for Teams and Groups, Agents, and Scorecards. Let's dive into the details for each of the three QA Scorecard analytics options.

Team and Group Analytics

Dialpad's Teams and Groups Analytics pulls the QA Scorecard metrics for Coaching Teams and Call Centers.  

From your Analytics dashboard, navigate to QA Scorecards on the sidebar, and select Teams and Groups. Here, you will find the QA Scorecard metrics for your Coaching Teams and Call Centers. 

The default view displays the combined results for all teams and groups within the office.  Users can search for individual Call Centers or Coaching Teams.

Users can then search for individual Call Centers or Coaching Teams and drill down into their performance.

Select a specific data point on the graph to display the total number of grades, the average grade for the calls graded and the date the calls took place.

Teams and Groups Leaderboard

Detecting pain points and strengths is a breeze with our scorecard leaderboard.

Located right below the graph, the Leaderboard demonstrates the top-scoring groups across the office and displays the following attributes:

• Group Name
• Average Grade
• % of Change over the search period 
• Total number of Calls Graded

Click on the arrows beside each column name to sort the data by column.

Supervisors and Admins can view a grader leaderboard, which displays the top graders, and how many calls were graded within the given search period. This is located beside the Teams & Groups leaderboard.

Depending on your User permissions, selecting View Scored Calls will direct you to the Web Call History where you can view all calls graded within the selected search period within the Teams and Group view.

Exporting Teams and Groups Analytics Data

Reporting on the Teams and Groups' data is a breeze. Simply click the purple "Export CSV" to download your data. 

Reports can be easily exported from both the Filtered Call Logs, or the Team and Group Leaderboard.  Let's dive into the data each contains.

• Filtered Call Logs - includes QA scorecard details for calls graded within the given search period.

⊙ Call ID                            ⊙ Call Started

⊙ Agent ID                        ⊙ External Number

⊙ Internal Number          ⊙ Contact Name

⊙ Call Type                       ⊙ Scorecard ID

⊙ Agent Name                 ⊙ Date Graded

⊙ Scorecard Name         ⊙ Grade

⊙ Timezone                      ⊙  Comment

• Team/Group Leaderboard - includes Team and Group leaderboard data from within the given serach period. 

⊙ Group Name          ⊙ Average Grade

⊙  Percent Change    ⊙ Target Kind (Contact Center vs. Coaching Group)

⊙  Calls Graded

Agent Analytics

Want to dive into individual agent performance? Dialpad has you covered. 

1. From your Admin portal, navigate to Analytics.
2. Scroll down to the QA Scorecard Analytics section and select Agents.

Admins and Supervisors can search all agents, or for an individual agent within a specific date range. 

When searching by all agents, the top graph will show the number of calls graded each day, and the combined percentage of the calls graded.

When searching by All Agents, the graph displays the number of calls graded daily, and the combined percentage of the calls graded.

Agent Leaderboard

The Agent Leaderboard provides a clear overview of your top performers. Here, we see the following attributes: 

1. Agent's Name
2. Average Grade
3. % Change
4. Calls Graded

To view the total number of graded calls, select Calls Graded.

Exporting Agent Analytics Data

To download your Agent's analytics, simply click the purple "Export CSV" to download your data. 

Agent info can be easily exported from both the Filtered Call Logs, or the Agent Leaderboard.  

• Filtered Call Logs - includes QA scorecard details for calls graded within the given search period.

⊙ Call ID                            ⊙ Call Started

⊙ Agent ID                        ⊙ External Number

⊙ Internal Number          ⊙ Contact Name

⊙ Call Type                      ⊙ Scorecard ID

⊙ Agent Name                ⊙ Date Graded             

⊙ Scorecard Name        ⊙ Grade

⊙ Timezone                     ⊙  Comment   

• Team/Group Leaderboard - includes Agent leaderboard data from within the given serach period. 

⊙ Agent Name          ⊙ Agent ID

⊙  Percent Change    ⊙ Average Grade

⊙  Calls Graded

Scorecard Analytics

Scorecard analytics provide a breakdown of the overall scores given for the scorecard, and how many calls were graded utilizing the scorecard within a given search period.  You can search for calls based on ‘Date Graded’, as well as the call date, grade date, or by the Overall Call Feedback and comments.

1. From your Admin portal, navigate to Analytics.
2. Scroll to the QA Scorecard Analytics section and select Scorecards.

The top graph displays the frequency and date that the scorecards were used. 

By default, it will display all scorecards, over a 30-day period. You can filter by date, question, or scorecard name to drill into your scorecard performance.

Select your desired parameters and click Apply.

When reviewing overall scorecard information, you can search by all, some, or one scorecard.  However, if a user wants to see the breakdown of each question and the average score for each question, only one scorecard can be selected during a given search period.

FAQs

How can I see Meetings-specific QA Scorecard Grades?

Currently, graded Meetings and Calls are combined into the same score on your leaderboards and graphs. To obtain specific Meetings scores, you need to export the data and review the Call Type column to see if the interaction was a Call or Meeting.