User Guide

Quality Management Desktop User Guide
42 September 2009
Enterprise’s Group Average Scores Report
This report displays a summary of the evaluation points and average scores for each
group within the enterprise over a specified time period.
Calling Number The number of the phone that made the call.
Contact ID The ID of the contact that was accessed.
Table 14. Enterprise’s Group Average Scores Report Fields
Field Description
Group The name of the group
Number of Teams The total number of teams assigned to the group during
the specified time period.
Number of Agents The total number of agents assigned to the group during
the specified time period.
Total Evaluations The total number of evaluations made for agents in the
group.
Group Average (%) The average score of all contacts evaluated for agents in
the group.
Score Std Dev The score standard deviation, calculated from all
evaluations in the group.
Total Exceed The total number of evaluated contacts whose scores
exceed expectations. The default score range is
90–100%. This range can be modified by the
administrator.
Total Meet The total number of evaluated contacts whose scores
meet expectations. The default score range is 75–89%.
This range can be modified by the administrator.
Total Below The total number of evaluated contacts whose scores
fall below expectations. The default score range is
0–74%. This range can be modified by the
administrator.
Table 13. Audit Trail Access Report Fields — Continued
Field Description