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In Calabrio ONE, the time associated with a contact is the time the contact occurred at the agent’s location. If the time zone associated with the contact is unknown to Calabrio ONE, then the time is displayed in Greenwich Mean Time (GMT).
Scores are rounded up for individual sections in evaluation and survey forms. However, in reports that show section averages for agents, teams, and groups, the section scores are first added and averaged before being rounded up. As a result, the average displayed in reports will vary slightly from the number calculated by adding up section scores as displayed in an evaluation or survey form and then averaging them.
For information about the standard QM and WFM reports that come with Calabrio ONE, and for instructions on how to run a standard report, see Standard reports.