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 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 an abbreviation for the local time zone. . For example, if the agent is located in Chicago, USA, the time associated with any contacts made by that agent is Central Standard Time (CST). If Workforce Optimization does not know the time zone associated with the contact, then the time is displayed in Greenwich Mean Time (GMT).

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.

BEST PRACTICE Before you run a standard report, know what data you need to access and how best to filter it. Use the smallest possible date range, and use many targeted searches as opposed to a single large search. You can also use group, team, and agent filters to get specific data without running a report for all groups or teams in your system. Let the report finish running before requesting a new report.

Prerequisites

The proper permissions for the report you want to run. The permissions you need can vary depending on the report. See Manage roles and permissions for QM, Analytics, and Insights for the full list of Reporting permissions.

Page location

Reporting

Procedures

Run a report

Click QM or Saved from the Reporting toolbar.
Click the report name to display the report’s setup page.
Complete the report setup information. Choose the date, criteria, format, and fields to be included in the report.

NOTE For all standard QM reports, the date filter searches based on the date the contact was recorded, not the date the contact was evaluated.

NOTE If the report allows you to choose the fields that appear in the report and their order, when you click Run Report or Save As, the selected fields become the default fields for the report for you. Other users do not see your choices when they run the report.
(Optional) Choose whether to enable recurrence for the report.

(Optional) Choose whether to email recurring reports to email addresses you enter in the Destination section. At least one email address is required. Email addresses are separated by semicolons. If Workforce Optimization is configured to email reports, you can set a report to run automatically at specified intervals for a specified length of time or indefinitely.

EXAMPLE   john.smith@example.com;mary.jones@example.com

NOTE   There is a 10 MB attachment size limit for reports that are emailed. The size of the generated report depends on the amount of data included (the number of agents or service queues, for example). To check the size of the report, generate it manually as a PDF or CSV first. If the report is large, break it into smaller reports to ensure it meets the size limitation.

The email includes your email address in the From field (as the user who scheduled the report). If your email address is not available, the email address will be <your first name>.<your last name>@automated.report.

NOTE   To use Recurrence, you must save the report for future use.
Click Run Report to run the report immediately.

Save a report

Set up the report as desired (see the procedure “Run a report”).
Click Save As to save the report for future use.
Enter a name for the report in the Save As text field then click Save.
When you save a report’s configuration, you can access it by clicking Saved in the Reporting toolbar and then clicking the report name.

Available reports

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
Interaction Access by User	Displays users who accessed the recordings over a specified period.
Interaction 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.