Staff
The Staff tab lets you manage agents and track their individual performance over time.
Overview
Staff management in Voice QA helps you:
- Add and organize agents by department
- Track individual performance metrics
- Identify training needs
- Recognize high performers
- Monitor improvement over time
Staff Directory
What You See
The staff list shows:
| Column | Description |
|---|---|
| Name | Agent's full name |
| Department(s) | Team assignments |
| Evaluations | Number of evaluated calls |
| Avg. Score | Overall performance percentage |
| Last Evaluation | Most recent review date |
Searching and Filtering
- Search — Find agents by name
- Filter by Department — Focus on specific teams
- Sort — By name, score, or evaluation count
Adding Staff
Create New Agent
- Click Add Agent button
- Fill in the form:
| Field | Required | Description |
|---|---|---|
| First Name | Yes | Agent's first name |
| Last Name | Yes | Agent's last name |
| No | For notifications | |
| Department(s) | Yes | At least one assignment |
| Alias | No | Display name if different |
- Click Add
Department Assignment
Agents can belong to multiple departments:
- Sales and Customer Support
- Technical Support and Billing
- Any combination that matches your organization
Agent Performance Profile
Click any agent to see their detailed performance.
Overview Section
| Metric | Description |
|---|---|
| Total Conversations | All calls handled |
| Total Minutes | Recording duration |
| Evaluations | Calls that have been scored |
| Average Score | Overall quality percentage |
Performance Chart
Interactive chart showing:
- Score trends over time
- Volume patterns
- Comparison to team average
View options:
- Average score
- Total minutes recorded
- Total conversations
Date range selection:
- Last 7 days
- Last 30 days
- Last 90 days
- Custom range
Category Breakdown
See how the agent performs across different rule categories:
| Category | Score | Trend |
|---|---|---|
| Opening | 95% | ↑ |
| Discovery | 82% | → |
| Resolution | 78% | ↓ |
| Closing | 88% | ↑ |
This breakdown identifies specific areas for coaching.
Rule Adherence
Detailed view of performance by individual rule:
- Which rules are consistently passed
- Which rules need improvement
- Trends over time
Recent Evaluations
Quick access to the agent's recent conversations:
- Date and duration
- Score achieved
- Sentiment
- Quick link to full details
Performance Interpretation
Score Ranges
| Score | Level | Action |
|---|---|---|
| 90-100% | Excellent | Recognize publicly, share best practices |
| 75-89% | Good | Light coaching on specific areas |
| 60-74% | Average | Targeted training on weak categories |
| Below 60% | Needs Work | Intensive coaching, possible retraining |
Trend Analysis
| Trend | Meaning | Action |
|---|---|---|
| ↑ Improving | Skills developing | Continue current approach |
| → Stable | Consistent performance | Look for growth opportunities |
| ↓ Declining | Performance dropping | Investigate cause, intervene |
Agent Notifications
When enabled, agents receive email notifications with:
- Evaluation results
- Score achieved
- Key feedback points
- Link to full report
Enabling Notifications
- Department settings or global settings
- Toggle Agent Notifications on
- Ensure agent email is configured
Editing Staff
Update Information
- Find the agent in the list
- Click the Edit icon
- Modify fields as needed
- Click Save Changes
Change Department
- Edit the agent
- Add or remove department assignments
- Save changes
Performance data is preserved across department changes.
Deleting Staff
⚠️ Note: Deleting an agent preserves their historical evaluations for reporting.
- Find the agent in the list
- Click the Delete icon
- Confirm deletion
The agent is removed but past evaluation data remains in reports.
Coaching with Voice QA
Using Data for Coaching
- Identify patterns — Look at category breakdowns
- Find examples — Use specific conversation recordings
- Set goals — Target specific rule improvements
- Track progress — Monitor score trends
Coaching Conversation Template
- Review performance data together
- Listen to example calls (both good and needs-improvement)
- Discuss specific behaviors and alternatives
- Set measurable improvement goals
- Schedule follow-up review
Next Steps
- Departments → — Configure evaluation rules
- Conversations → — Review specific calls
- Clients → — View customer interactions
- Voice QA Overview → — Return to main guide