Quality Audit Tracker

A simple web application for tracking ticket audits and KPI metrics for Uber team leaders.

Features

• Ticket Audit Entry: Log individual ticket audits with scores
• KPI Data Management: Track TPH, CSAT, NPV, ATRR metrics
• Dashboard: View weekly stats and agent performance
• Reports: Generate detailed reports with filtering
• Excel Export: Download data as Excel files
• Google Sheets Integration: Sync data to Google Sheets

Quick Start

1. Run the application

./start.sh

Or manually:

python3 -m uvicorn app:app --host 0.0.0.0 --port 8000 --reload

2. Open your browser

Go to: http://localhost:8000

Usage

Adding Audits

1. Click "New Audit" in the navigation
2. Fill in the form:
   • Agent name (can add new agents on the fly)
   • Ticket ID
   • Week number (auto-filled)
   • Date
   • Contact type (Phone/Chat/Email)
   • Ticket link
   • Experience score (1-3)
   • Compliance scores (KB Usage, Grammar, Process - each 0-100%)
   • Comments
3. Click "Submit Audit"

Entering KPI Data

1. Click "KPI Entry" in the navigation
2. Choose manual entry or CSV upload (from DOMO)
3. Fill in the metrics:
   • TPH (Tickets per Hour)
   • CSAT (%)
   • NPV (Non-Productive View)
   • ATRR (Agent Touch Resolution Rate)
   • DSAT Count

Viewing Reports

1. Click "Reports" in the navigation
2. Filter by week and/or agent
3. View agent performance and DSAT summary

Exporting Data

• Excel: Click "Export to Excel" on Dashboard or Reports
• Google Sheets: Configure in Settings, then export

Google Sheets Setup

1. Create a Google Cloud Project

1. Go to Google Cloud Console
2. Create a new project
3. Enable Google Sheets API and Google Drive API

2. Create Service Account

1. Go to IAM & Admin > Service Accounts
2. Create a new service account
3. Create a JSON key file
4. Download and rename to credentials.json
5. Place in the app folder

3. Share your Google Sheet

1. Open your Google Sheet
2. Share it with the service account email (found in credentials.json)
3. Give it Editor access

4. Connect in the App

1. Go to Settings
2. Enter your Spreadsheet ID (from the URL)
3. Click "Test Connection"

File Structure

quality-audit-tracker/
├── app.py                 # Main application
├── database.py            # Database operations
├── google_sheets.py       # Google Sheets integration
├── requirements.txt       # Python dependencies
├── start.sh              # Startup script
├── templates/            # HTML templates
│   ├── index.html        # Dashboard
│   ├── audit.html        # Audit entry
│   ├── kpi.html          # KPI entry
│   ├── reports.html      # Reports
│   └── settings.html     # Settings
├── static/               # Static files
│   ├── style.css         # Styling
│   ├── script.js         # JavaScript
│   └── template.csv      # CSV template
└── data/
    └── audit.db          # SQLite database

CSV Upload Format (for DOMO data)

date,agent_name,tph,csat,npv,atrr,dsat_count
2024-01-15,John Smith,4.5,95.2,2.1,87.3,1

Tips

• Use the same agent names consistently for accurate reporting
• Week format: YYYY-WWW (e.g., 2024-W03)
• Back up data/audit.db regularly
• The app auto-saves everything to the local database

Support

For issues or questions, check the Settings page for setup instructions.