Introduction
The Productivity Monitoring Dashboard provides a comprehensive analysis of your Compliance and Quality Assurance (QA) teams' performance. This dashboard includes key metrics such as interaction evaluation time, coverage rate, and more, which are essential for assessing the effectiveness of your monitoring team.
Elements
Top Section - High level metric
At the top section of the dashboard, you will find a summary that provides an overview of the high-level status of your operations.
Following is a detailed explanation of each component of the dashboard:
Coverage: The number of interactions that were reviewed out of the total number of interactions that were streamed into Sedric.
Average (Avg.) Score: The average score obtained from the scorecards.
AI Training Activities: The number of tags that a user has input into Sedric, including thumbs up/down or transcription tags.
Agents Daily Coverage: The number of interactions covered by an agent in a single day. The 'minutes' metric refers to the total duration of these interactions.
Average (Avg.) Evaluation Time: The amount of time it takes for a monitoring agent to review an interaction.
Average (Avg.) Service Level Agreement (SLA): The duration from the moment a task is opened until it is addressed and monitored by a monitoring agent.
Each of these components plays a crucial role in assessing the performance and efficiency of the monitoring team.
Mid Section - Unit level breakdown
In the middle section, there is a detailed breakdown for each of your operational units.
Following is a detailed explanation of each column in the table:
Interactions: This refers to the total count of interactions that were streamed into Sedric.
Reviews: This represents the total count of interactions that were reviewed by a monitoring agent.
Coverage: This is the ratio of interactions reviewed to the total number of interactions streamed into Sedric. It helps in understanding the proportion of interactions that were actually reviewed out of all the interactions received.
Effort: This is a comparative measure of the number of interactions reviewed in a specific unit against all other units. It indicates the proportion of monitoring operations efforts directed towards monitoring this particular unit, in comparison to other units.
Bottom Section - Agent level breakdown
Finally, at the bottom section of the dashboard, there is a performance breakdown table for each agent. This table can be sorted and filtered based on multiple criteria, allowing you to analyze the performance of individual agents more effectively.
The metrics displayed in this view are identical to those outlined in the previous section, only they are broken down at the agent level for a more detailed analysis.