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  • 1.  On QM & SA, what is the Dashboard for? Its always blank?

    Posted 10 days ago

    On QM & SA, what is the Dashboard for? It's always blank?

    I'm searching the Dashboard help but not getting any joy. Any links or guidance would be fab. 



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    Terri Griffiths
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  • 2.  RE: On QM & SA, what is the Dashboard for? Its always blank?

    Level 2 Contributor
    Posted 9 days ago
    Hi Terri,
    Dashboards are configured and assigned to users based on their roles. They are a useful tool to quickly access Quality Management data.
     
    There are two types of dashboards:
    Agent: Displays a graph of the user's evaluation scores over a period, and @mentions. Agents can only view their own data.
     
    Agent supervisor: Displays data for the users supervised by them.
    Supervisors that have the correct role permissions assigned can view both dashboard types.
     
    Let's say you are a supervisor and you want to see how the users under your supervision performed this month. To view this data in the QM/SA app, go to Dashboard . From the drop-down lists located at the top of the page select This Month, and Agent Supervisor. The dashboard populates with the requested data.
     
    To configure and assign a dashboard:
    From the Quality Management & Speech Analytics app, select Settings .
     
    Select Users.
    In the search bar, type the name of the user you want to assign a dashboard to.
    Select on the user to open the Info panel.
    Go to Main group and from the drop-down list, select a group to assign the user to.
    Select Save.
     
    Select Groups.
    From the available groups, select the group you assigned to the user.
    From the group Info panel, go to Application settings > Dashboards, and from the drop-down list:
    To assign a dashboard to a user select Agent.
    To assign a dashboard to a supervisor select Agent Supervisor.
    Select Save.
     
    Select Users.
    In the search bar, type the name of the user you want to assign a supervisor to.
    Select on the user to open the Info panel.
    Go to Quality management settings > Agent supervisor, and from the drop-down list select the name of the supervisor you want to assign to the selected user.
    Select Save.
    I hope that helps, please let us know if you need further information. 


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    Alison Stewart
    8x8
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