Overall Score
—
—
Awaiting scores
NC Score (Point-Weighted)
—
0 / 0 pts
Weighted by parameter points
Critical — FATAL CHECK ⚡
—
Any N = automatic FAIL
Final Result
—
85% threshold · FATAL = auto FAIL
Non-Critical Parameters
Total: 100 pts
Non-Critical
Call Opening / Closing (35 pts)
Standard opening & customer name confirmation10 pts
Summarization10 pts
Further assistance offered5 pts
Prescribed call closing10 pts
Issue Identification (30 pts)
Paraphrasing to ensure agent/customer alignment10 pts
Customer VOC is understood and acknowledged10 pts
Relevant probing questions were asked10 pts
Customer Experience (35 pts)
Active Listening / Reading Demonstration10 pts
Hold and Dead Air SLA Followed5 pts
Apologies, Empathy, and Politeness Demonstrated5 pts
Conversation without Overlapping and Interruptions10 pts
Accurate Email Sent to Client5 pts
Critical Parameters
⚡ FATAL — Any N = FAIL
⚡ Marking any parameter as N below will immediately set the overall score to 0% and result in a FAIL.
Agent remained professional, polite, and pleasant throughout⚡ FATAL
Called client within timeframe & accommodated callback per global TZ⚡ FATAL
Provided complete and accurate information on call/chat⚡ FATAL
Answered queries timely and effectively; chose right disposition⚡ FATAL
Asked qualifying questions and updated notes per standard procedure⚡ FATAL
Successfully created an opportunity after the conversation⚡ FATAL
Updated special requirements in notes for other teams⚡ FATAL
Directed non-sales queries to relevant team for quick resolution⚡ FATAL
All client questions answered accurately (installment plan, social media price)⚡ FATAL
Converted lead without pushing client (language barrier, busy, etc.)⚡ FATAL
📋 Call Summary
🔍 Observations
💡 Recommendation
Performance Breakdown
Live point-weighted score per group
| Parameter Group | Type | Pts Earned | Pts Applicable | Score % | Status |
|---|---|---|---|---|---|
| Start scoring above. | |||||
| Call Date | Eval Date | Agent | Reviewer | Call ID | Channel | NC Score | NC Pts | CR Fatal | Overall% | Result | Coaching | Converted | Action | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
📭 No audits yetComplete and save a scorecard to see it here. | ||||||||||||||
Total Evaluations
0
All agents
Avg Overall Score
—
Across all audits
Pass Rate
—
≥85% threshold
FATAL Count
0
Critical failures
Agents Evaluated
0
Unique agents
🚨 QA Dip Detection Alerts
🏆 Live Leaderboard
No data yet
🥇 Top Performers
⚠️ Needs Coaching
👔 TL-wise Performance
| TL Name | Agents | Evals | Avg NC Score | Avg NC Pts | CR Fatal Count | Avg Overall% | Pass Rate | FATAL Rate |
|---|---|---|---|---|---|---|---|---|
No data yet | ||||||||
📅 Week-wise Performance
| Week | Date Range | Evals | Avg NC% | Avg NC Pts | Avg Overall% | Pass Rate | FATAL Count |
|---|---|---|---|---|---|---|---|
No data yet | |||||||
📆 Day-wise Score Analysis
🗓 Day of Week Performance
Avg score by weekday📈 Daily Trend — Last 30 Days
Call date based📊 Audit Volume Trend
Pass / Review / Fail per month📅 Activity Calendar
Last 26 weeks · Avg QA score📅 Performance by Tenure Band
| Tenure Band | Agents | Evals | Avg NC % | Avg NC Pts | Avg Overall % | Pass Rate | FATAL Rate |
|---|---|---|---|---|---|---|---|
No data yet | |||||||
👥 All Agents Breakdown
| # | Agent | Team | TL | Tenure | Evals | Avg NC% | Avg NC Pts | Avg Overall% | FATAL | Stability | Risk | Last Eval | Status |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
No data yet | |||||||||||||
📈 Monthly QA Trend
📅 Week-wise Score Trend
📊 Score Distribution
🕸 Radar — Agent Profile
⚖️ Agent Comparison Tool
VS
Select two agents to compare side-by-side
Choose two agents above.
📈 Score vs Tenure Correlation
💰 Score vs Conversion
👥 Team-Level Comparison
| Team | Agents | Evals | Avg NC% | Avg NC Pts | Avg Overall% | Pass Rate | Fail Rate | FATAL Rate |
|---|---|---|---|---|---|---|---|---|
No data yet | ||||||||
📋 Parameter Score Summary — Coaching Guide
Shows pass/fail rates per parameter across all audits — useful for coaching sessions.
| Parameter | Type | Points | Total Rated | Pass | Fail | Pass Rate % | Avg Contribution |
|---|---|---|---|---|---|---|---|
No data yet | |||||||
🔥 Parameter Failure Heatmap
Fail Rate:
0%
1–40%
41–70%
71%+
No data yet
📝 Log Coaching Session
📊 Coaching ROI — 30-Day Before vs After
🎯
No coaching sessions logged
Log a session above to track impact.
Total Failures
0
Across all parameters
Top Failure
—
Most common miss
FATAL Failures
0
Critical param fails
80% Rule # Params
—
Causing 80% of fails
Pareto Chart
Critical (FATAL)
NC Fail
Cumulative %
NC vs Critical (FATAL) Split
| Rank | Parameter | Type | Points | Fails | Total Rated | Fail Rate% | Cumulative% | 80% Rule |
|---|---|---|---|---|---|---|---|---|
No data yet. | ||||||||
📤 Bulk Upload Agents via Excel
Upload .xlsx with columns: Name, EmpID, TL, Team, Tenure
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⬇ Download Template
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👥 Agent Directory
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| Emp ID | Full Name | TL Name | Team | Tenure | Action |
|---|---|---|---|---|---|
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