Qualitify

The overview page

The first page you land on. It answers two questions — is the team working, and is the work any good — and then tells you where to look if the answer to either is no.

Where it is

Overview

Owners only. A reviewer lands on their queue and an agent on their own work, because neither has anything to do with company-wide figures.

Every figure on the page is for the period you have selected. Change the period and everything moves together — there is no mix of “this month” and “always” on the same screen.

Team activity

How much calling happened. This is the section to read first, because quality figures mean nothing if the volume behind them is a handful of calls.

Calls today
Answered and unanswered both. An attempt nobody picked up is real work and is counted here, even though it is never recorded or reviewed.
Calls this month
The same, for the month. Useful against the same month last quarter.
Employees
How many sales agents the company has, which is the denominator for most of the rest.
Recordings stored
How much audio you are holding. It falls as retention deletes older recordings, which is expected rather than a loss.

Note

A drop in calls per agent is usually a working-week problem rather than an effort problem — somebody on leave, or a target day set wrongly. See People and working weeks.

Quality

What the reviews say. These figures only exist where somebody has reviewed something, so they are always a sample rather than a measure of every call.

Average score
Across completed reviews in the period. Unreviewed calls are not counted as zero — they are not counted at all.
Reviews completed
How many calls were actually scored. Read this next to the average, always: 8.4 from four reviews and 8.4 from ninety are different claims.
Pending evaluations
Calls sampled and waiting for a reviewer. Growing week on week means the queue is set faster than your reviewers can work.
Evaluated calls
What share of calls in the period have been reviewed — your coverage.

The sample size is part of the number

This is the easiest mistake to make with any quality dashboard. An average from a small sample moves wildly for reasons that have nothing to do with the team, so a score that jumped a point in a week where four calls were reviewed has not told you anything yet. Qualitify shows the count beside the average everywhere it can for exactly this reason.

Needs attention

The part of the page worth reading even when you are in a hurry. Rather than leaving you to notice a problem in a chart, this lists the specific things that look wrong and links straight to them.

Typical entries: an agent with no reviewed calls at all this period, a queue that has stopped moving, somebody whose score has fallen several points, a critical failure that needs a conversation today. Each one is a link to the page where you would act on it.

When there is nothing to report it says so plainly rather than inventing concerns, which is what makes it worth trusting on the days it does have something.

The charts

Average score over time
The trend. One week is noise; a direction held over six is a signal. Read it against the review count for the same weeks.
Call volume over time
Activity over the period. Dips usually align with holidays and absences rather than with anything about performance.
Score distribution
The shape of your scores, not just the middle. A cluster at the top with a long tail is a different team from one spread evenly, and the averages can be identical.
Where quality is won and lost
Average score per criterion. This is the most directly useful chart on the page: it names the thing to coach. A criterion everybody fails is either the team’s weakest skill or a badly written criterion, and both are worth knowing.

How to read the page in two minutes

  • Volume first. Is the team calling as much as usual? If not, the rest of the page is about a smaller sample than you think.
  • Then coverage. How many reviews happened? If the answer is very few, fix the queue before reading the scores.
  • Then Needs attention. Anything named here is more specific than anything a chart will tell you.
  • Then the criterion chart. It names what to coach this week.
  • The trend last. It is the slowest-moving thing on the page and the least urgent.

Where to go from here