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• 5.3 • 5.8

Question Averages

The Question Averages report provides the average area score and the average question score for each evaluation question.


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.

Question-Averages-54.PNG

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.

Service/campaign

Filters report data according to the selected service(s) and/or campaign(s). If no service or campaign is selected, the report will include data for all services and campaigns.

Forms

Filters report data according to specific evaluation form(s). If no evaluation form is selected, the report will include data for all evaluation forms.

Agent

Filters report data according to specific agent(s) who were evaluated. If no agent is selected, the report will include data for all agents.

my_custom_field

Filters report data according to specific custom field(s). If no custom fields have been configured for your contact center, the drop-down menu will be empty. If no custom field is selected, the report will include all configured custom fields.

held

Filters report data according to the number of times the agent placed the call on hold during the interaction reported on in evaluations.

max_hold

Filters report data according to the duration of the longest period a call was on hold during the interaction reported on in evaluations.

Agent rank

Filters report data according to specific agent rank(s), as defined in configuration.

Agent training classes

Filters report data according to specific training class(es) that the agent has taken. Tabulating agent scores by this parameter shows the effectiveness of the training class. If no agent training class is selected, the report will include all agent training classes.

My subteam only

Selecting this checkbox will run a report for agents selected for a supervisor's subteam.


Metric Descriptions

The metrics of the Question Averages report are organized into columns, which are described as follows.


Question-Averages-Gen-54.PNG


Area

The evaluation area (e.g., “Professional behavior”).

Question

The evaluation question (e.g., “Agent avoided jargon or slang”).

Avg Area Score

The Average Area Score (e.g., “50”).

Avg Question Score

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



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