# Genesys Quality Management Suite 8.1.520 : The Quality Manager Dashboard

The Quality Manager Dashboard is available to users with certain roles within Quality Manager, team leader, supervisor, cc manager. The dashboard reports give users a set of constantly updating reports that keep them informed of the current status of user defined agents and teams and also provide and insight into the trends leading to the current status.

The users can configure a varying number of information boxes or widgets, on the Dashboard. The widgets display a quick summary of evaluation data such as high or low performing agents and groups, in a simple visual format.

The widgets take data directly from the Quality Manager database, so the Dashboard reflects an up-to-the-minute overview of the call center's performance.

There are 6 types of widgets available. They are as follows:

High scoring group: This widget gives the user a constantly updating “league table” of high performing groups; with the highest performing group at the top and the lower performing groups further down. The scores of more than one questionnaire can be input into the set up parameters dialog box. This can be especially useful when running incentive competitions and need to keep track of progress.

High scoring individuals: This gives the user a constantly updating “league table” of individual agents within a specified group with the highest performer at the top and lower performers lower down. The scores of more than one questionnaire can be input into the set up parameters dialog box. This report can be useful for tracking high performers to keep them motivated.

Low scoring group: this will give the user a constantly updating “league table” of low performing groups, with the worst performing group at the top and the higher performing groups further down. The scores of more than one questionnaire can be input into the set up parameters dialog box. This can give a quality manager or contact center manager a quick guide to where he needs to allocate his time on a day to day basis.

Low scoring agent: This will give the user a constantly updating “league table” of low performing agents, with the worst performing agent at the top and the higher performing agents further down. The scores of more than one questionnaire can be input into the set up parameters dialog box. This can give a quality manager or contact center manager a quick guide to where his team leaders needs to allocate their time on a day to day basis. Where the same agents stay at the top of the league tables, the quality manager can follow up to ensure that team leaders are giving the agent the support he needs.

Trend: This enables the user to see which direction (up or down) quality scores are going for a particular agent or group over a week, month or year. A quality manager can see where scores are rising, falling or staying level and can therefore take appropriate action to improbe or maintain performance where necessary.

Pie: This gives the user a snapshot of agent’s performance for a specific questionnaire. The display is a pie chart with user defined levels of “Good” and Bad’ thresholds which shows the user how many agents in the groups are producing “good’ work and how many are performing “poorly”.

These reports can be configured very quickly enabling the user to keep his eye on rapidly developing situations or specific projects.

Two dashboards are available:
Default is the basic setup for all Dashboard users. The default widgets can be set up to give users a generic top-level performance overview.
User Dashboard can be customized by each individual Dashboard user for their own requirements.

Select Dashboard to open the Dashboard tab.

The types of widget in the figure are:

1. Pie
2. Trend
3. High Scoring Agent
4. Low Scoring Agent