Your Business Unit’s
Quality Assurance

Your Business Unit’s Quality Assurance metrics include a detailed breakdown of each agent's performance and attendance. The table displays the following for each agent:

• Working Days: The total number of working days, days present, and days absent.
• Timeliness: Late time-ins and early time-outs to track punctuality.
• Communication: The number of delayed communications and the average response time.
• Time Distribution: Total logged-in hours, total computer working hours, and total talk time.
• Quality Assurance Issues: The number of issues raised by the QA department.