The Mission Control dashboard provides a central location for agents and QA managers to review and manage performance data.
Accessing the Mission Control Dashboard
To access the dashboard, navigate to the Mission Control tab in your system interface.
Filtering Performance Data in the Mission Control Dashboard
The dashboard includes several filters that allow you to easily locate and review performance data:
Teams: Select a team to view performance data for all agents within that team.
Agents: Once a team is selected, only agents from that team will appear on the list.
Acknowledgement Status:
No agent input: No input or acknowledgment from the agent.
Review requested: The agent has requested a review. Learn more.
Acknowledged: The agent has acknowledged the interaction.
Acknowledgement requested: When submitting a manual review, a QA manager has requested the agent to acknowledge it.
Score Status: Filter by performance compliance level:
Non-compliant
Partially compliant
Compliant
Key Features for Agents and QA Managers
For Agents:
Agents can use the Acknowledgement Requested filter to find cases requiring their action, such as acknowledgements or requested reviews.
For QA Managers:
QA managers can easily identify problematic interactions by filtering with the Score Status (e.g., Non-compliant).
Use the Review Requested filter to view all cases where agents have requested a manual evaluation.
Score and Performance Graphs
The Mission Control dashboard also provides visual insights into agent performance, including:
Acknowledgment Ratio: Displays the percentage of interactions based on direct agent input, helping track agent engagement and prioritize interactions that require attention.
Assessment Trackers
Each interaction is evaluated based on predefined performance templates, either automatically by AI or manually by a QA manager.
List of Interactions
For Agents: Agents can only view performance data for their own interactions. They cannot access information related to other agents.
For QA Managers: QA managers can view all interactions across the organization and monitor performance at both the agent and organization levels.
Each interaction can be opened in Single Interaction View for a more detailed review.