Avg Quality Score
--%
Intercept Rate
--%
Volume
0
Critical Fails
0
PKT Score
—
No released results
Overall QA Score
Team & Agent Breakdown
Top Error Parameters
Process Hotspots
Most Audited Processes
Audit Volume and Opportunity Trend
Bars = Total Volume, Lines = Opportunity (current vs previous period by weekday)
QA Score Rank Leaderboard
| Rank | Agent | Audits | Avg Score |
|---|
PKT Score Rank Leaderboard
Released scores from closed PKTs in the selected period.
| Rank | Agent | PKTs | Avg Score |
|---|
Auditor & Team Lead Performance
Workload and output tracking.
| Auditor / Lead | Total Audits | Acknowledged | Critical (ZTP) | Disputed | Overturned | Rejected |
|---|
New Audit
Score
Audit Results
Review history, filter by agent, and export the current results.
Agent Trend
Failure trend view by team and agent using global filters (Team, Agent, Month, Year).
Opportunity Trend
Top QA Opportunity Categories
| Category | Count | Share |
|---|
Top Case Opportunity Categories
| Case Category | Count | Share |
|---|
Per Team Breakdown
| Team | Audits | Opportunities | Opportunity Rate | Top QA Opportunity Category | Top Case Category |
|---|
No audit data found for selected global filters.
Monthly QA Score Change by Agent
QA score by month so trend is visible directly across the year.
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No monthly QA score data available for selected filters.
Dispute Inbox
Manage contested audits.
| Case # | Agent | Date | Reason | Status | Action |
|---|
No disputes found.
Coaching Action Items
Review errors and log action plans.
| Date | Case # | Agent | Team | Score | Coaching Status | Action |
|---|
No pending coaching actions.
Coaching Request Hub
Agents can proactively request support on difficult case types. Team Leads, QA, and leadership can track requests, conduct coaching, and close the learning loop with reflection.
Submitted
In Progress
Coached
Completed
Request Queue
Review, conduct, and close coaching requests.
| Requested | Agent | Team | Sample Case# | Process | Status | Coach | Action |
|---|
No coaching requests found.
Randomizer Queue
Overview of cases used for QA randomization.
| Case Number | Owner | Case Date | Randomized At | Audited At | Status | Remarks | Action |
|---|
Process Knowledge Test
Complete an available PKT before its closing date. Results are released after it closes.
Submit PKT?
Your answers are final and cannot be changed after submission.
Your correct answers and score will be revealed only when the PKT closes at .
PKT Score History
Your current and previous PKT results. Scores appear only after each PKT closes.
PKT Setup
Create, edit, or delete timed Process Knowledge Tests.
Create PKT
This PKT has responses. Only its title can be changed.
Existing PKTs
Deleting a PKT also permanently deletes all of its responses.
Settings - Access Control
Use member management and role-based permissions to control what each QA workspace role can access and do.
| Name | ID | QA Role | Team Lead | Active | Can Be Audited | Action |
|---|
Super Admin Control Panel
Choose a QA role and set exactly which pages and actions that role can access.
Process Error Category Manager
Super Admin can add process error categories and sub-categories used in the audit form.
Process Updates
Track process changes and release notes.
| Date Added | Process | Tool | Released Date | Link | Added By |
|---|
Training & Refreshers
Track attendance and upskilling sessions.
| Date Added | Topic | Source | Completion Date | Link | Attendees | Added By |
|---|
Weekly Business Review (WBR)
Rolling 4-Week Performance.
Intercepted Findings — Prevention Actions Taken
Errors caught and corrected before reaching the customer
| Process | Error Finding | Concern Identified | Action Taken | Customer Impact Prevented |
|---|
Top 5 Error Drivers
Quality checklist findings with the highest frequency this week
| Checklist Section | Count | Error Finding | RCA Summary | Action Plan Summary |
|---|
Critical Errors / ZTP
Zero-tolerance policy violations requiring immediate coaching
| Count | Critical Issue | RCA Summary | Action Plan Summary |
|---|