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• 5.3

Calibrations

The Calibrations report provides calibration instances, including evaluation forms, date and time of interaction, agent, service, duration, evaluator, question list with score, sum, average, and difference check.


How to Use This Report

  1. Set parameters, which narrow the report's data.

  2. Use the report generation controls to schedule, generate, customize, rename, and/or clone the report.

  3. Run the report and view metrics.


Report Parameters

You can narrow the report's data by specifying the following parameters.

Calibrations report


Time frame

The specified time range for which the data will be generated on the report (i.e., Today, This week, Custom, etc.).

From/To

If the Custom timeframe is selected, From/To is the custom date range. From is the evaluation start date and time, and To is the evaluation stop date and time.

Timezone

Clicking the link shown allows you to designate the timezone settings for the report's timeframe.


Metric Descriptions

Calibrations results


The metrics of the Calibrations report are organized into columns, which are described as follows:

Question

The evaluation form question (e.g., “Used correct closing statement”).

Agent Name

The first name and last name of the agent being evaluated (e.g., “Gina Vasquez”).

Average

The Average Question Score (e.g., “100”).

Standard deviation

The standard deviation.



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