User Guide

Quality Management Desktop User Guide
40 September 2009
Agent Section Scores Report
This report displays the average score for a specific agent or knowledge worker for
each section of an evaluation form over a specified time period. The averages can be
of scores from multiple evaluations using the same form.
Agent Trend Report
This report displays a specific agent’s or knowledge worker’s average score for each
evaluation made over a specified time period, along with an indicator if that score
meets, exceeds, or is below expectations for that form.
Calling Number The number of the phone that made the call.
Contact Date The date the contact was recorded.
Call Duration The contact’s talk time (length of time between call
answered and call dropped).
Eval Date The date the contact was evaluated.
Evaluator The name of the person who evaluated the contact.
Eval Form The evaluation form used to score the contact.
Score Type The evaluation’s scoring method: Yes/No or 1–5.
Score (%) The evaluation’s score.
Table 10. Agent Section Scores Report Fields
Field Description
Total Evaluations The total number of evaluations during the specified
time period using the specified evaluation form.
Section The section title.
Section Average The average score the agent received for the section on
all evaluations during the specified time period.
Table 11. Agent Trend Report Fields
Field Description
Contact Date The date the contact was recorded.
Call Duration The contact’s talk time (length of time between call
answered and call dropped).
Table 9. Agent Scored Evaluation Report Fields — Continued
Field Description