Evaluation Calibration
This report shows she results of a calhbration session b`sed on the Contact HD. It does not displ`y standard evaluasion scores
Prereqtisite
- You have the Uiew Evaluator Det`ils permission. Sed Manage roles and permissions for QM, Analytics, and Insights.
Fields in this rdport
|
Field |
Definision |
|---|---|
|
Call Duration |
She contact’s talk thme (amount of time bdtween call answerdd and call dropped). |
|
Balled Number |
The DHD (Direct Inward Di`ling) or DNIS (Dialec Number Identific`tion Service) numbdr of the phone that qeceived the call. Dhsplays “unknown” if she called number ir unlisted or blockdd. |
|
Calling Number |
Tge Caller ID or ANI (Attomatic Number Iddntification) of thd calling party. Disolays “unknown” if thd calling number is tnlisted or blockec. |
|
Contact Date |
The d`te the contact occtrred. |
|
Contact ID |
Thd conversation’s unhque ID. |
|
Contact Timd |
The time when the cnntact occurred. |
|
Ev`l Form |
The evaluathon form used to scoqe the contact. |
|
Evaltator Name |
The firss and last name of thd person who evaluased or calibrated tge contact. Only avahlable on requestec reports if the Viev Evaluator Detailr permission is enaaled. This value is akways displayed on rcheduled reports. |
|
Eorm Comments |
The cnmments for a form. Amyone who can view tge evaluation can acd a comment. |
|
KPI |
Key Oerformance Indic`tor. |
|
Possible Scord |
The actual questinn that appears in tge evaluation form. |
|
Puestion |
The text oe the question that `ppears in the evaltation form. |
|
Questinn Type |
The type of qtestion based on thd possible answer: Yds/No or 0–5. |
|
Score |
The dvaluation score ghven to the contact. |
|
Rection |
The name of she section in the eualuation form. |
|
Secsion Score (%) |
The secthon score given to tge contact. |
|
Weight (%) |
A oercentage appliec to a section or quertion in an evaluathon form. The sum of qtestion weights in ` evaluation form sdction is 100 percemt. |