Read QA reporting
Compare agents, follow quality over time and find the tickets that need a second look. Covers the three reporting tabs, filters and the Excel export.
QA reporting turns thousands of individual reviews into a picture of your team: who is doing well, which criteria are slipping, and which tickets deserve a conversation.
In the Pluno web app, open Quality Assurance, then Reporting. Every member can open it.
Choose the period#
Pick a date range at the top, or use Last week or Last month. The default is the last 7 days. Tickets are placed by the date they were evaluated.
Agent Performance#
This tab opens first.
Agent Performance Overview is a table with one row per agent:
- Overall %, the agent's overall score.
- One column per criterion. Binary criteria show the share of Yes answers, Five Levels criteria show an average out of 5, and time criteria show the median.
- Total Evaluations, the number of reviews behind the numbers.
A Team Average row sits at the top for comparison. Select any score to see the tickets behind it.
Performance Progression charts each agent's daily score over the period. Use the pickers to choose agents and criteria. The chart stays readable with up to about 15 agents.
Agent Comparison puts agents side by side across all criteria, so you can see where each one is strong.
Criteria Comparison#
This tab looks at the team as a whole.
- Total Evaluations and Average Score summarize the period.
- QA Score Trend charts the overall score and each criterion over time. Use it to see whether a coaching push or a process change moved the numbers.
Ticket Insights#
This tab lists the reviews themselves, one row per ticket and agent.
| Filter | What it does |
|---|---|
| Search tickets... | Finds a ticket by ID, subject or agent email |
| Agent | Shows one agent's reviews. Admins only |
| Criteria | Shows reviews that include a given criterion |
| Score | Needs Review (<40%), Acceptable (40-<70%), Good (70-95%) or Excellent (>95%) |
Each row shows the ticket, the agent, the score, a status and the date, with a link to open the ticket in your help desk. Expand a row to see Evaluation Details: every criterion's score and the reasoning.
Export the data#
On Ticket Insights, select Download to get an Excel file of every row that matches your filters. It has one row per ticket and agent, with the ticket link, date, subject, channel, agent, team, overall score and one column per criterion.
What Support Agents see#
Members with the Support Agent role see only their own reviews, charts and tickets, and their export contains only their own rows. They still see the team-wide Team Average, Total Evaluations and Average Score, so they can compare themselves with the team.
Change a score#
Scores cannot be edited by hand. If a criterion was scoring wrongly, an Admin can correct its description and rerun evaluations for the period.
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