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            Review Team Performance (Supervisor View)

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            Review Team Performance (Supervisor View)

            To identify high-level trends and specific reps who require more training, supervisors use aggregated reports.

            Required Editions

            Supported Editions for Workforce Engagement Management
            User Permissions Needed
            To view quality dashboards and team reports: Quality Analyst
            1. From the App Launcher, find and select Command Center for Service, and go to Dashboard.
            2. Select a Dashboard and go to Reports and open the Rep Quality Scores by Category report.
            3. Review the report to see how reps are performing across different categories (e.g., Information Accuracy, Compliance).

              The report uses these indicators based on the score.

              Indicator Quality Score Recommended Action
              Red Below 50% Requires more coaching
              Yellow Between 50% and 75% Needs improvement
              White Above 75% Good performance–no action needed
            4. To view the full interaction and the quality analyst's feedback, click down arrowand View Assessment or the related voice call or messaging session.
             
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