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Pro-Tip Tuesday: QM Dashboards

  • 1.  Pro-Tip Tuesday: QM Dashboards

    Level 1 Contributor
    Posted 12-15-2021 06:03

    Quality Management Dashboards

    Today (a day late) we will look at setting up a Quality Management dashboard. Note: Dashboard can be set and configured for a Supervisor or an Agent.

    1. Login in with a user 
    2. Navigate to Settings page -> USERS
    3. Search for the logged-in user, in our case a supervisor, and set a Main Group
    4. Navigate to Groups and search for the previous set main group.
    5. Click the group (e.g Supervisor) and select a Dashboard from Side Panel under the Application settings section (e.g Agent supervisor)
    6. Navigate to the Users section and search for an agent (e.g Agent1 FROCI1).
    7. Select the agent 
    8. In the Side Panel under Quality management settings make sure the previously configured supervisor (e.g fr oci) is set as Supervisor for the current user. 
    9. Evaluate an interaction of the previously set up agent (e.g  Agent1 FROCI1)
    10. Navigate to the Dashboard page and now all data is available.
    As a supervisor of Agent1 FROCI1, I am able to see all the evaluations made for Agent1 FROCI1.
    For setting up the Agent Dashboard follow steps 1. - 5., but select Agent dashboard
    Then log in with the corresponding Agent and see Dashboard data is displayed accordingly.
     


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    Paul Chase
    8x8 Network Engineer (Pre-Sales and Deployment)
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