The purpose of this document is to review the agent evaluation dashboard page and how to use the evaluations that can be seen by the agent.
To navigate to the Agent Performance Overview Dashboard, click on Coaching -> Agent Report -> 'View'
Step 1 - Date Range and Top Metrics
Within the Agent Evaluation Dashboard, you can specify a date range for the agent you are looking at. Once the date range has been specified, the top metrics and all of the data on the screen will change along with it.
Top Metrics:
● Evaluations Done - How many evaluations have been done for the agent
● Total Fails - Number of evaluations that failed (the percentage of what is
considered a pass/fail is configured initially with your onboarding manager)
● Overall Average Score - The average score of the evaluations completed for the
agent
● **Supervisor Evaluations - The amount of Supervisor Evaluations that have
been completed for the specified date range.
*This page is currently in the beta tab. The Beta Tab in Observe.AI is used to indicate that the capability is close to General Availability, but there may be known issues, limitations, as well as further customer validation of the use case that is required.
**Please note that some features may not be enabled on your account. If you have any questions, please reach out to your customer success manager.
● **Coaching Sessions - Number of coaching sessions that have occurred for the
agent for the specified date range.
Step 2 - QA Evaluation Calendar View
With the QA Evaluation Calendar view, each of the forms for evaluation are split out by the total evaluations done, and the average score. For each form, there is a calendar heatmap showing a color coding (e.g. Green - Pass, Purple - Satisfactory, Red - Fail) of the evaluations done and the days they were completed. The supervisor forms and coaching sessions will also note the dates where they were completed.
Step 3 - Areas of Opportunity
Areas of opportunity include all of those questions where an agent has been given a negative response in an evaluation:
**Please note that some features may not be enabled on your account. If you have any questions, please reach out to your customer success manager.
Major missed opportunities: Will provide the questions that have had negative responses.
No of occurrences: How many times this particular question has had a negative response.
**Step 4 - Last coaching Note
Within the Last Coaching Note segment of the page, you can see the notes of the last coaching session that this agent received.
● Coaching Date: The date of this specific coaching session
● Coaching Area: The subject of this coaching session. This is a free-form data
entry field that the coach can decide.
● Feedback: Any specific talking points from the coach
● Action Plan: What are the necessary steps for the coach/agent
● Follow-up Date: When will the coach reach out to the agent again.
● View all Coaching Notes: Hyperlink that will take you to the Coaching Notes Tab
**Step 5 - Creating a Coaching Session
To create a coaching session for the agent you are looking at, review the “How to use the Observe.AI for Coaching Session Creation - Overview” article.
**Please note that some features may not be enabled on your account. If you have any questions, please reach out to your Customer Success Manager.
Feel free to download the below PDF for your own documentation.