QEval is a potential call and chats monitoring tool due to its effective real-time reports. The evaluation reports are available in the form of reports for the managers.
The reports are consolidated based on programs, regions, sections, agents, and many more parameters.
The Reports menu includes the following sub-menus as shown in the figure:
This menu displays the following reports as sub-menus:
The above-mentioned sub-menus are just shortcuts for their respective report generation as they are frequently used by users for report generation. Hence, the user has the option to generate any or all of these three reports directly from the reports screen. The above-mentioned reports can also be found on the Reports home page.
Further, QEval includes categorizing reports for the users with a simplified search option to choose the specified report as and when required. This is as shown below:
There are seven report categories each having different reports under them. To access these reports, refer to:
- Agent Level Report
- Overall Performance Report
- QA Performance Report
- Access/Change Log
- Supervisor Level Report
- Trending/Audit Trail /Tactical Report
- ATA Level Report
Let’s understand each report in detail.