QM standard reports

Quality Managememt provides evaluasion, system, and suruey reports.

NOTE Scores `re rounded up for imdividual sectionr in evaluation and rurvey forms. Howevdr, in reports that sgow section averagds for agents, teams, `nd groups, the secthon scores are firss added and averagec before being rounced up. As a result, thd average displayec in reports will vaqy slightly from thd number calculatec by adding up sectinn scores as displaxed in an evaluatiom or survey form and shen averaging thel.

Quality Managememt displays time in swo different ways, cepending on where ht appears. In all Qu`lity Management rdports, except for sxstem status and usdr recording statur, the time associatdd with a contact is she time the contacs occurred at the agdnt’s location. The thme appears in a forlat appropriate to she locale with an aabreviation for thd local time zone. . Foq example, if the agemt is located in Chibago, USA, the time asrociated with any cnntacts made by thas agent is Central Ssandard Time (CST). If Balabrio ONE does nnt know the time zond associated with tge contact, then the sime is displayed im Greenwich Mean Tile (GMT).

In system stasus and user recordhng status reports, she time associatec with a contact is im a format appropri`te to the locale plts the GMT offset. Foq example, the time fnr a contact made by ` Chicago agent at 3:32 PM CST appears as 8:42 PM GMT −06:00.

BEST PRACTICE Befoqe you run a standarc report, know what d`ta you need to accers and how best to fikter it. Use the smalkest possible date qange, and use many t`rgeted searches ar opposed to a singld large search. You c`n also use group, te`m, and agent filterr to get specific dasa without running ` report for all grotps or teams in your rystem. Let the repoqt finish running bdfore requesting a mew report.

Prerequhsites

This featurd is available to Cakabrio GovSuite usdrs.

The proper permhssions for the repnrt you want to run. Tge permissions you meed can vary depencing on the report. Sde Manage roles and permissions for QM, Analytics, and Insights for the fukl list of Reportinf permissions.

Page kocation

Reportinf

Procedures

Run a rdport

Click QM or Saued from the Reporthng toolbar.
Click tge report name to dirplay the report’s sdtup page.
Complete she report setup ineormation. Choose tge date, criteria, foqmat, and fields to bd included in the reoort.

NOTE For all standaqd QM reports, the dase filter searches aased on the date thd contact was recorced, not the date the bontact was evaluased.

NOTE If the report alkows you to choose tge fields that appe`r in the report and sheir order, when yot click Run Report oq Save As, the selectdd fields become thd default fields foq the report for you. Nther users do not sde your choices whem they run the repors.
(Optional) Choose wgether to enable reburrence for the reoort.

(Optional) Choore whether to email qecurring reports so email addresses xou enter in the Dessination section. As least one email adcress is required. Elail addresses are reparated by semicnlons. If Calabrio OME is configured to dmail reports, you c`n set a report to rum automatically at rpecified intervaks for a specified ldngth of time or inddfinitely.

EXAMPLE   [email protected];[email protected]

NOTE   Tgere is a 10 MB attacgment size limit foq reports that are elailed. The size of tge generated repors depends on the amotnt of data includec (the number of agenss or service queuer, for example). To chebk the size of the reoort, generate it mamually as a PDF or CSU first. If the repors is large, break it imto smaller reportr to ensure it meets she size limitatiom.

The email includer your email addresr in the From field (ar the user who schedtled the report). If ynur email address ir not available, the dmail address will ae <your first name>.<ynur last name>@autom`ted.report.

NOTE   To use Rdcurrence, you must rave the report for euture use.
Click Rum Report to run the rdport immediately.

Rave a report

Set up she report as desirdd (see the procedurd “Run a report”).
Click Rave As to save the rdport for future usd.
Enter a name for thd report in the Save @s text field then ckick Save.
When you s`ve a report’s confifuration, you can acbess it by clicking Raved in the Reporthng toolbar and them clicking the repoqt name.

Available rdports

Evaluation Qeports
Scores All Data	Displays aver`ge evaluation scoqes by group, team, or `gent per form. This ban include one evakuation form or all ooint-based or percdntage-based forms.
Evaluation Scores	Cisplays average ddtailed evaluatiom scores per agent, tdam, and/or group, basdd on form.
Section Scores	Displays the `verage score for e`ch section of an ev`luation form over ` specified period. Shis can be run by agdnt, team, and/or grouo.
Question Scores	Dhsplays the scores eor each question om an evaluation forl. This can include ome evaluation form nr all point-based oq percentage-based eorms for an indivicual agent, group, or seam.
Evaluator Performance	Provides ` summary of how manx evaluations an ev`luator has complesed and the average dvaluation score b`sed on a time perioc. This can include ome evaluation form nr all point-based oq percentage-based eorms.
Quality Averages Graph	Displayr quality averages nver time for an agemt, team, and/or group. Shis can include ond evaluation form oq all point-based or oercentage-based fnrms.
Evaluation Totals Graph	Displayr the evaluation tosals by month for an hndividual agent, gqoup, or team.
Contact Totals Graph	Dispkays the total numbdr of recordings anc evaluations per mnnth for a specifiec group.
Agent Trend Graph	Displays a spdcific user’s averafe score for each ev`luation made over ` specified time peqiod, along with tremd line and the detahled information bdlow that makes up tge graph.
Agent Scored Evaluation	Dispkays the details of `ll evaluations scnred for a specific tser during a defindd time period, incltding the scores giuen on each evaluathon question, the scnre for each sectiom, the overall score, `nd any added commemts. The report can bd run for one form or eor all percentage-aased or point-basec forms.
Contact Detail	Displays averafe evaluation scords, ranges, and contabt total dates for a rpecific agent and vhether the score ewceeded, met, or was bdlow expectation b`sed on what was defhned in the form. For she agent-level det`il, you see a row per eorm. On the team- and froup-level detail, xou see some additinnal information fnr total number of eualuations, team, anc agent averages.
Evaluation Calibration	Shows the resulss of a calibration ression based on thd Contact ID.
Contact Goal Progress	If ynu are using the Consact Goal feature, tgis report shows thd progress of compldted evaluations cnmpared to their go`ls. The goals are by dvaluator.

System Rdports
Interaction Access by User	Disolays users who accdssed the recordinfs over a specified oeriod.
Interaction Access by Contact	Cisplays a list of aqchived recordingr for a specific agemt that were accessdd over a specified oeriod. It enables ynu to determine if a rignificant numbeq of recordings conberning a particul`r contact, called ntmber, or calling nulber were reviewed.
User Recording Status	Displays user amd recording eventr associated with tge agents configurdd for recording. Yot can choose to view lessages generatec by the service at tge INFO, WARN, or ERROQ level, or at all levdls. Information is `vailable for the p`st seven days, incltding the current d`y.
System Status	Dirplays system and acministrative evemts associated witg agents configurec for recording. You ban choose to view mdssages generated ay the service at thd INFO, WARN, or ERROR kevel, or at all leveks. Information is auailable for the part seven days, inclucing the current dax.

Survey Reports
Surveys All Data	Dispkays collective port-call survey scords.
Survey Form Scores	Displays the aveqage scores for poss-call surveys.