D02 Quality Assurance

The Quality Assurance dashboard summarizes Quality Assurance (QA) metrics for customer care for the selected store and time period.

Filters

The filter pane for this dashboard includes the following filters.

• Activity Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Contact Type: for example, Call, Chat, Email

Data Items

Radial QA scores are an overall measure of agent performance as determined by the quality form utilized by a brand. The QA score algorithm combines both manual observations and automated, AI-assisted scoring to create an overall measure of an agent's success in handling a contact. QA scores are based on the questions outlined per form for each customer care channel. Radial's general target for these measures is 85%, but the target can vary based on specific client requirements.

Radial QA Phone Score

The overall QA score for phone contacts.

Radial QA Email Score

The overall QA score for email contacts.

Radial QA Chat Score

The overall QA score for chat contact.

Radial QA SMS Score

The overall QA score for SMS text contacts.

Radial QA Social Score

The overall QA score for contacts on social platforms.

Select Time Period

For the following graphs, you can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graphs, make a selection from the Select Time Period menu, and click Apply.

Score by Channel Trend

This line graph shows the trend over time for QA scores by contact type.

Score by Location Trend

This line graph shows the trend over time for QA scores by customer care location.

Trend by Tenure

This line graph shows the trend over time for QA scores, broken down by the tenure of customer care agents.