PowerPoint Presentation

[Audio] Hello Leaders and welcome to AT&T BBTech QA Dashboard Walkthrough! Today, we will walk you through the QA Dashboard which will be your number 1 partner in your day-to-day activities to bridge the gap in your team's performance..

[Audio] Before we start, let us identify first what is a QA Dashboard. A dashboard is a visual display of all your data. While it can be used in all kinds of different ways, its primary intention is to provide information at-a-glance, such as KPIs. Analyzing data is easier than ever with the help of the QA Dashboard. It can be very captivating and will help you get an insight into the data just by taking a glance at it. Whether you want to customize your reports or keep track of metrics, the QA dashboard gets the job done effortlessly..

[Audio] Now, let's jump right into today's agenda. In this video, we will go through the importance of the QA Dashboard. We will also go over the components of the QA dashboard and how you can easily navigate it. At the end of this session, we will open the discussion to your questions and comments. Make sure to have your notepads for any clarifications you may want to ask..

[Audio] Let's get started!. Icon Description automatically generated.

[Audio] To kick off the session, we will first go through first the importance of the QA Dashboard in your day-to-day tasks as leaders..

[Audio] QA Dashboard shows a visual representation of your team's performance such as graphs, charts, and pivot tables. This can be used to easily identify trends, data outliers, and correlations. You can generate a detailed report with just a single click. It has the capacity to analyze the data and make conclusive and strategic actionable items..

[Audio] Now that you have an idea of how the dashboard works and how it can be helpful to you, we will proceed to the next part so you can better understand its use and components. Let's move forward!.

[Audio] QA Dashboard Components.. QA DASHBOARD COMPONENTS.

[Audio] The QA Dashboard basically has 5 components or tabs. These are the User Guide, Pareto, RCA, Verbatim, and Coaching Compliance. Let's go through each of the components. First off, the User Guide. This is where you can see the Sheet Guide. The sheet guide is like a page explorer and will tell you the items you will see on each of the tabs in the QA Dashboard. There is also a Glossary in the User Guide where all the commonly used terms in the Dashboard are explained. Up next is the Pareto tab. On this tab, you will see the Weighted Pareto of error for all the At Your Service parameters. Pareto is an analysis that tells that 80 percent of the output from a given situation or system is determined by 20 percent of the input. It will give you an overview on which are the most impactful line items that you should be working on to get a significant improvement in your team's performance. We also have listed all the QA parameters and their week-on-week error count. This way, you as a leader can look at the items that you can easily fix with your team. Just be reminded though that working on easy-fix items doesn't necessarily mean it will give a significant impact across the board. Next off is the RCA tab. This is the tab that will be your number 1 ally as this will give you the agent-driven factors for your team focusing on ORS, Resolved, Repeats, and FCR. Having a better understanding of the components on the RCA tab will give you an advantage in your next plans. Just by giving it a quick glance, you will already see and feel the symptoms or trends happening within your team. The Pareto and RCA tabs are based on the surveys scrubbed by our dear QARs. We also have the Verbatim tab. This tab is based on the survey mining conducted by the QA Team. This will give you the top keywords commonly mentioned by the customers on their verbatim. On this tab, you can see the Negative verbatim mined through neutral and detractor surveys while we also have the Positive verbatim mined through the promoter's survey. You can leverage these top keywords so you can better understand our customers' sentiments. Using the information from this tab can help you identify the scenarios which lead to more promoter sentiments amongst customers. You can understand the common factors that lead to a positive customer experience. In this way, you can better coach your agents on how they can ace their calls. Last off is the Coaching Compliance tab where you can see all the evaluations you haven't coached yet and all the coaching and actions taken you completed week on week..

[Audio] Now, that you have the basic knowledge of the QA Dashboard components, you are now ready to dive into the fun part and practice navigating the QA Dashboard..

[Audio] Navigating the QA Dashboard is as easy as counting one through three. The QA dashboard has 4 parts that you will always notice. The 1st part is the tabs that you will use to navigate the Dashboard. The next part is the graphs, chart, and pivot table which you will use to understand your team's performance. Then, there are the slicers. Each tab has slicers that you can use as filter controls. Slicers can help you slice and dice data. You can have a granular view of the data by month, week, audit type, LOB, tenure bucket, Wave, OM, TM, agent name, and/or CTV Level 1 to 3 views. On the RCA tab, you even have the page navigator in which you just need to click the tile to jump into the specific pivot table of the KPI you want to review. Everything you need in just one click!.

[Audio] This ends today's discussions. Now you are ready! Before you go ahead and have your next huddle session we want to know if you have any comments, questions, clarifications, or even jokes. Don't keep them to yourselves. Thank you for your time and we hope you learn all the essential things you need to know in using the QA Dashboard. We are looking forward to seeing you use the QA Dashboard in your daily huddle with your agents..