Sales and QA dashboards, without the weekly report

Looker Studio, ShikhoLive

Every call audit, score and error, by site, team leader and agent, in one dashboard that refreshes on its own.

Sample work
Quality Performance Overview: audit count, average score, error rate, fatal errors and agents, then a summary by site and by team leader

Background art by Devastudioakbarpur

4+ hrs

of manual reporting gone every week

8

pages, from the overview down to every raw audit

5

filters: agent, team leader, evaluator, site and date

Overview

Shikho's quality team audits sales calls every day: an evaluator listens, scores the call, and flags errors. Agents then have to read their audit and take a refresher when they slip. I built the dashboard the quality team, team leaders and managers all work from, in Looker Studio on top of the audit sheets.

The problem

  • 4+ hours a week of reports. Someone pulled the audit sheets together by hand every week to show scores by site, team and agent.
  • Old by the time it was read. A weekly report showed last week. A team leader couldn't see today's audits for their own team.
  • No way to dig in. A low team score didn't show which agents pulled it down, or who still hadn't read their audit.

The solution

One dashboard with a page for each question, and the same five filters everywhere: agent, team leader, evaluator, site and date. The overview shows the whole floor at a glance; every other page goes one level deeper.

QA Dashboard: Every agent, ranked
Every agent, ranked. Each agent's audits, score, error rate and fatal errors, with their team leader, and how many refreshers they still owe.
QA Dashboard: Top performers
Top performers. The best agents and the best team leaders, side by side. Only a score above 80 counts for the ranking, so a single lucky audit can't top the list.
  • Audit Checker and Auditor Report. Check single audits, and see how much each evaluator audited.
  • Fatal Agent. Agents with a fatal error, so they get help first.
  • Read and refresher updates. Who has read their audit and finished their refresher, and who hasn't.
  • Audit Raw Data. Every audit row, for anyone who needs to check a number.

The sales dashboard

The same idea for the sales floor: one Daily Sales Report that every manager and team lead opens in the morning, with yesterday's sales already in it. Four pages, the same filters on each.

Daily Sales Report: Sales Report
Sales Report. Sales, revenue in USD and BDT, revenue per head and zero-sale agents at the top, then every site and team lead, and revenue by hour.
Daily Sales Report: Daily tracker
Daily tracker. Each counselor's sales and revenue day by day, shaded so the strongest days stand out.
Daily Sales Report: Zero Sale Report
Zero Sale Report. Which sites, teams and counselors went days without a sale, so team leads know who to coach first.
Daily Sales Report: Raw data
Raw data. Every sale with its course, coupon, discount and channel, searchable by phone number or prospect ID.

Decisions and trade-offs

Looker Studio on the audit sheets

The audits already lived in Google Sheets. Reading them directly meant no new database and no copy to keep in sync, and Looker Studio refreshes on its own.

Same filters on every page

Agent, team leader, evaluator, site and date sit in the same place on every page, so nobody relearns the dashboard page by page.

Highlight what needs doing

Unread audits and pending refreshers are shaded, so a team leader sees their to-do list, not just numbers.

A floor for rankings

Only a score above 80 counts for Top Performers, so an agent with one lucky audit doesn't beat one who is good every day.

What I learned

A report answers last week's question. A dashboard is useful when each person opens it and sees what they should do today.
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