QM standard reports

Quality Management provides evaluation, system, and survey reports.

NOTE   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.

Quality Management displays time in two different ways, depending on where it appears.

In Quality Management, the time associated with a contact is the time the contact occurred at the agent’s location, expressed in a format appropriate to the locale. For example, if the agent is located in Chicago, IL, USA, the time associated with any contacts made by that agent is Central Standard Time (CST).

The contact also displays the abbreviation for the local time zone. If Calabrio ONE does not know the time zone associated with the contact, then the time is displayed in Greenwich Mean Time (GMT).

In all Quality Management reports, except for system status and user recording status, the time associated with a contact is the time the contact occurred at the agent’s location. The time appears in a format appropriate to the locale with a designated time zone.

In system status and user recording status reports, the time associated with a contact is in a format appropriate to the locale plus the GMT offset. For example, the time for a contact made by a Chicago agent at 3:42 PM CST appears as 9:42 PM GMT −06:00.

Evaluation Reports  

Scores All Data

Displays average evaluation scores by group, team, or agent per form. This can include one evaluation form or all point-based or percentage-based forms.

Evaluation Scores

Displays average detailed evaluation scores per agent, team, and/or group, based on form.

Section Scores

Displays the average score for each section of an evaluation form over a specified period. This can be run by agent, team, and/or group.

Question Scores

Displays the scores for each question on an evaluation form. This can include one evaluation form or all point-based or percentage-based forms for an individual agent, group, or team.

Evaluator Performance

Provides a summary of how many evaluations an evaluator has completed and the average evaluation score based on a time period. This can include one evaluation form or all point-based or percentage-based forms.

Quality Averages Graph

Displays quality averages over time for an agent, team, and/or group. This can include one evaluation form or all point-based or percentage-based forms.

Evaluation Totals Graph

Displays the evaluation totals by month for an individual agent, group, or team.

Contact Totals Graph

Displays the total number of recordings and evaluations per month for a specified group.

Agent Trend Graph

Displays a specific user’s average score for each evaluation made over a specified time period, along with trend line and the detailed information below that makes up the graph.

Agent Scored Evaluation

Displays the details of all evaluations scored for a specific user during a defined time period, including the scores given on each evaluation question, the score for each section, the overall score, and any added comments. The report can be run for one form or for all percentage-based or point-based forms.

Contact Detail

Displays average evaluation scores, ranges, and contact total dates for a specific agent and whether the score exceeded, met, or was below expectation based on what was defined in the form. For the agent-level detail, you see a row per form. On the team- and group-level detail, you see some additional information for total number of evaluations, team, and agent averages.

Evaluation Calibration

Shows the results of a calibration session based on the Contact ID.

Contact Goal Progress

If you are using the Contact Goal feature, this report shows the progress of completed evaluations compared to their goals. The goals are by evaluator.

System Reports  

Recording Access by User

Displays users who accessed the recordings over a specified period.

Recording Access by Contact

Displays a list of archived recordings for a specific agent that were accessed over a specified period. It enables you to determine if a significant number of recordings concerning a particular contact, called number, or calling number were reviewed.

User Recording Status

Displays user and recording events associated with the agents configured for recording. You can choose to view messages generated by the service at the INFO, WARN, or ERROR level, or at all levels. Information is available for the past seven days, including the current day.

System Status

Displays system and administrative events associated with agents configured for recording. You can choose to view messages generated by the service at the INFO, WARN, or ERROR level, or at all levels. Information is available for the past seven days, including the current day.

Survey Reports  

Surveys All Data

Displays collective post-call survey scores.

Survey Form Scores

Displays the average scores for post-call surveys.