User Guide

Reports Tab
September 2009 45
Group’s Team Section Scores Report
This report enables a manager to compare average section scores on a particular
evaluation form for each team in the group over a specified time period. The scores
for each team are the average of all the scores given to all agents in each group on all
evaluations performed over the time period specified.
User Recording Status
This report displays a history of the status of agents’ QM Desktop Recording services
at the team level or group level, depending on your role. It also logs when metadata
added by a particular agent fails to be added due to invalid key or format for a date or
number.
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 7 days, including the
current day.
Table 18. Group’s Team Section Scores Report Fields
Field Description
Team The name of the team.
Number of Agents The total number of agents assigned to the team during
the specified time period.
Total Evaluations The total number of evaluations performed on the
team’s agents over the specified time period.
Section The name of the evaluation form section.
Section Average (%) The average score given to all agents on the team for
the section.
Table 19. User Recording Status Report Fields
Field Description
Team The name of the team.
Agent The name of the agent.
Agent ID The agent’s ID.
Machine The name of the computer on which the event occurred.
IP Address The IP address of the computer on which the event
occurred.
Date The time and date of the event.
Level The level of the event (INFO, ERROR, WARN).