Call Section Level QA Score displays the section-wise QA score of the calls for the selected duration.
To access this feature, click on the Menu
button or move the mouse on the left side of the page to open the menu bar, then click on the Reports 
option and select Report, as shown below:
Menu > Reports > Report
The system will direct the user on the Reports page, click on the Reports Home button as highlighted in the screen below:
Reports Page > Reports Home Button
The Reports Home window will be opened on the same page. The Search Bar displayed on the window allows the user to search any specific report by entering keywords in the search bar text-box, as shown below:
Reports Home Window > Search Bar Text-Box
To view this report, select Overall Performance Report > Call Section Level QA Score.
Overall Performance Report > Call Section Level QA Score
The Call Section Level QA Score page will be displayed.
Call Section Level QA Score Page
|
Screen Elements |
Description |
|---|---|
|
Start Date |
To set the date range, firstly, select a start date. |
|
End Date |
Select the end date. |
|
Client Name |
Select the name of the client from the dropdown list. |
|
Program Name |
Select one, multiple, or all programs from the dropdown list which will display the Program Names as per the selection of the Client Name. |
|
Evaluation Form Name |
Select the name of the evaluation form from the dropdown list. |
|
Sub Program Name |
Select the name of the sub-program from the dropdown list. |
|
Location |
Select the location name. |
|
Agent |
Enter the initial characters of the agent’s name and select the name from the dropdown list displayed. Note: If the agent name is not selected, it displays the reports for all the agents. |
|
Supervisor Name |
Enter the initial characters of the supervisor’s name and select the name from the dropdown list displayed. |
|
Date Type |
Evaluation Date: Select the radio button to search on the basis of the Evaluation date. Call/Chat Date: Select the radio button to search on the basis of the call/chat date. Modified Date: Select the radio button to search on the basis of the evaluation form modified date. |
|
Evaluator Role |
Select the required Evaluator role from the left-hand side box which will display the list of all the user roles of higher order. One can also search the roles by entering the role’s name in the Filter field. Once the role(s) is selected, click on To move all the roles to the right-hand side box at once, click on To remove a few roles from the right-hand side box and move them back to the left-hand side box, firstly, select such roles and then, click on To move all the roles from the right-hand side box to the left-hand side box at once, click on |
button, and the selected role(s) will be moved to the right-hand side box.
button.
button.
button.Once the search criteria are set, then, click on the 
button.
The report for the specified will be displayed as shown below:
1. Navigate between the pages: To navigate between the pages:
– Previous Page
– Next Page
– First Page
– Last Page
2. Refresh the page: To refresh the report.
3. Go back to the Parent Report: To go back to the parent report if the child report is displayed.
4. Zoom page: To zoom in or zoom out of the report page.
5. Export dropdown menu: To export the report in – Word, Excel, PowerPoint, PDF, and Data Feed.
6. Print: To print the report.
7. Find Text in Report: To find any specific text in the particular report. Enter the text in the search box and then click Find. The entered text will be displayed in the highlighted format in the report. To find the same text in another place, click Next.
Video