QEval New UI User Manual

Call Level QA Score

Call Level QA score displays the QA score of the calls for the selected duration.

To view this report, select Reports > Report > Overall Performance Report > Call Level QA score.

The following page will be displayed.

 
 
Configure the following fields to view the required result:
 

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.

Partner

Select the Partner name from the dropdown list which will display the different Partner Names.

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 button, and the selected role(s) will be moved to the right-hand side box.

To move all the roles to the right-hand side box at once, click on button.

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 button.

To move all the roles from the right-hand side box to the left-hand side box at once, click on button.

Once the search criteria are set, then, click on the button.

The report for the specified will be displayed as shown below:

One can export the report displayed in Excel and CSV formats. To do so, click on the and to download the report in respective formats.

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